Vocalabs' Study Shows Verizon, T-Mobile Better Able to Solve Customer Problems Than AT&T and Sprint
MINNEAPOLIS, Minnesota (March 22, 2010) – Verizon and T-Mobile beat AT&T and Sprint in customer service, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In 1,142 telephone interviews conducted immediately following a customer service call, 66% of Verizon customers were “Very Satisfied” with the experience, with T-Mobile garnering 65% “Very Satisfied.” Sixty-three percent of AT&T and 59% of Sprint customers gave their service experiences the top rating.
Verizon and T-Mobile’s strong performance can be attributed to their superior call resolution rates. Sixty-six percent of Verizon and 67% of T-Mobile customers reported that their problems were resolved during the call, compared to 64% of AT&T and 63% of Sprint customers.
This independent research is underwritten and conducted by Vocalabs on an ongoing basis to benchmark industry trends in phone-based customer service. Results are for surveys conducted between July 2009 and February 2010.
“Our research has consistently shown that problem resolution is one of the most important factors in driving overall satisfaction and other business goals such as loyalty and willingness to recommend,” said Peter Leppik, CEO of Vocalabs. “Verizon and T-Mobile’s superior showing is likely due to their ability to serve customers’ needs on the call, which overcame other more negative aspects of their customer service.”
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.
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 visit or IVR interaction 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. Learn more at www.vocalabs.com.