Sprint Takes Lead in Call Satisfaction and First Call Resolution

Sprint Moves From Last to First Place in Vocalabs’ Study, After Year of Customer Service Gains

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MINNEAPOLIS, Minnesota (January 25, 2011) – Sprint made impressive gains in customer satisfaction with customer service in 2010, overtaking Verizon as the industry leader in call satisfaction, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In telephone interviews conducted immediately following a customer service call, 71% of Sprint customers interviewed in Q4 2010 said they were “Very Satisfied” with the call, up 11 percentage points from Q4 2009. AT&T and T-Mobile tied for second place in top-box call satisfaction in the fourth quarter of 2010, while Verizon dropped to fourth place.

Sprint also leads the industry in first call resolution, a key driver of customer service satisfaction. Fifty-eight percent of Sprint customers interviewed in Q4 2010 said their problem was resolved the first time they called, compared to 50% of AT&T and Verizon customers and 52% of T-Mobile customers.

This independent research is underwritten and conducted by Vocalabs on an ongoing basis to benchmark industry trends in phone-based customer service. Results discussed here are based on 4,038 telephone interviews conducted between October 2009 and December 2010.

About This Research

The National Customer Service Survey (NCSS) compares customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered. Current syndicated research covers computer technical support and mobile phone customer service.

Download a free copy of the Executive Summary here. To subscribe to the full data set or to schedule an executive research briefing, contact Vocalabs at inquiry@vocalabs.com, 952-941-6580, ext. 206.

About Vocalabs

Vocalabs helps leading brands improve customer service by collecting timely, actionable feedback about customer service quality. We interview customers immediately after a support call, retail store purchase, or website visit while the memory of the experience is still fresh. Using our powerful reporting and analysis tools, clients discover and share insights to improve business decisions.