The Customer Service Survey
And The Winners Are....
Wed - January 18, 2006 01:33 PM in
Today we announced the results of our latest quarterly rankings of the customer service in the mobile phone and financial services industries. We gathered data from live customer interactions at several of the largest players in those two markets, and ranked them according to their overall level of customer satisfaction and call completion rates.
Among mobile phone companies, we looked at Verizon Wireless, T-Mobile, Cingular, and SprintPCS. Verizon Wireless was the overall winner, though its grade for Customer Satisfaction dropped from an "A" to a "B." Grades for all four companies were:
In the financial services industry, we looked at Washington Mutual, Bank of America, Wells Fargo, Citibank, and PayPal. Washington Mutual came out on top with an "A" for customer satisfaction, but all five companies earned "D's" for Call Completion. Grades were:
Posted by Peter Leppik
- Cingular (including former AT&T):
- Customer Satisfaction: "B"
- Call Completion: "C"
- SprintPCS:
- Customer Satisfaction: "C"
- Call Completion: "D"
- T-Mobile:
- Customer Satisfaction: "B"
- Call Completion: "C"
- Verizon Wireless:
- Customer Satisfaction: "B"
- Call Completion: "B"
In the financial services industry, we looked at Washington Mutual, Bank of America, Wells Fargo, Citibank, and PayPal. Washington Mutual came out on top with an "A" for customer satisfaction, but all five companies earned "D's" for Call Completion. Grades were:
- Bank of America:
- Customer Satisfaction: "C"
- Call Completion: "D"
- Citiibank:
- Customer Satisfaction: "D"
- Call Completion: "D"
- PayPal:
- Customer Satisfaction: "C"
- Call Completion: "D"
- Washington Mutual:
- Customer Satisfaction: "A"
- Call Completion: "D"
- Wells Fargo:
- Customer Satisfaction: "C"
- Call Completion: "D"
Posted by Peter Leppik
Posted at 01:33 PM | | | | |