Verizon Wireless in the Top Spot in VocaLabs Study of Customer Service Quality

MINNEAPOLIS--(BUSINESS WIRE)--Oct. 19, 2005--Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its eighth quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies during the three months ending September 30, 2005. Maintaining its lead over T-Mobile, Verizon Wireless (NYSE:VZ) earned an "A" in Caller Satisfaction and a "B" in Call Completion, the same grades as last quarter.

T-Mobile remained close behind retaining "B"s in both Caller Satisfaction and Call Completion, also unchanged from last quarter.

Cingular remained at a "B" for Caller Satisfaction, but improved to a "B" in Call Completion. But legacy AT&T Wireless (NYSE:AWE) customers not yet converted to Cingular reported a "C" in Caller Satisfaction and a "D" in Call Completion.

Sprint's grades were unchanged from last quarter with a "C" in Caller Satisfaction and a "D" in Call Completion.

"It is interesting how quickly Cingular has improved its service quality and closed the performance gap between itself and the leaders," commented VocaLabs' CEO Peter Leppik. "While the differences remain statistically meaningful, the top three carriers are far more equal in customer care than two years ago when we began SectorPulse to monitor customer service performance."

To learn more, visit www.vocalabs.com. An Executive Summary and complete SectorPulse Wireless data reports are available by subscription. Contact Rick Rappe' at rrappe@vocalabs.com

About SectorPulse Wireless

VocaLabs' SectorPulse reports compare the customer service quality for different companies in the same industry, using data and call recordings from the companies' customers.

VocaLabs has recruited over 92,000 individuals to provide feedback on customer service experiences, from which we drew the participants for this study. VocaLabs panelists who are customers of one of the companies included in this study were asked to participate by completing surveys before and after the call.

About Vocal Laboratories

Vocal Laboratories delivers statistically reliable feedback on the user friendliness of telephone based customer service whether delivered via traditional call centers or self-serve technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. Only VocaLabs has the unique methodology to evaluate a customer contact application at any stage of development from prototype through existing services quickly, cost effectively and with maximum accuracy.