Comcast Has Worst Customer Service among Nine Communications Companies for 2013
Vocalabs' Survey Shows Verizon has Highest Satisfaction with Customer Service Calls
MINNEAPOLIS, Minnesota (February 18, 2014) – In its debut appearance in Vocalabs’ survey of customer service quality, Comcast posted the lowest scores of the nine communications service companies included in the study. In telephone interviews conducted immediately after a customer service call during 2013, only 51% of Comcast customers surveyed said they were “Very Satisfied” with their customer service call, according to the study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). During 2013, 66% of Verizon customers surveyed were “Very Satisfied” with the experience, giving it the top Call Satisfaction score for 2013. AT&T, DirecTV, and Sprint each had 65% of customers give their customer service calls the top rating, putting those companies in a statistical tie with Verizon.
“In 2013 we expanded our survey from the four major mobile phone companies to include other communications services including cable TV, landline phones, and high-speed Internet,” said Peter Leppik, CEO of Vocalabs. “Comcast was notable for its poor showing in our survey. In eight of the nine metrics we track. Comcast had the lowest score of all nine companies we studied. In some cases, Comcast was far behind the second-worst companies. Comcast was 11 points behind DirecTV and Verizon in how easy it was to reach a person, and a whopping 17 points behind T-Mobile in the percent of customers who said they had to go through unnecessary steps on their call.”
An Executive Summary of The National Customer Service Survey of Communications Services is available to the public for download at http://www.vocalabs.com/published-research. This report includes statistics comparing survey scores for AT&T, CenturyLink, Comcast, DirecTV, Dish Network, Sprint, T-Mobile, Time Warner Cable, and Verizon.
About the National Customer Service Survey
The National Customer Service Survey (NCSS) tracks customer service quality in several industries, using telephone interviews conducted with a customer immediately after a customer service call. Statistics in this press release are based on 10,950 surveys completed between July 2009 and December 2013. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered.
To subscribe to the full data set, contact Vocalabs at firstname.lastname@example.org, 952-941-6580, ext. 205.
Vocal Laboratories Inc. (Vocalabs) specializes in building effective customer feedback programs designed to measurably improve the customer experience. We use a combination of immediate live interviews and panel research to collect customer feedback tailored to each client's business goals. Our reporting tools serve the entire client organization, from executives to front-line customer service, and our unique expertise ensures ongoing improvement. Learn more at www.vocalabs.com.
Contact: Rob Jackson, Vocalabs, email@example.com, 952-941-6580, ext. 205.