Wireless Customer Service Improving With Verizon and T-Mobile Neck and Neck in VocaLabs Study of Customer Satisfaction
Posted on: Wednesday, 19 April 2006, 09:00 CDT
Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its tenth quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies. During the three months ending March 31, 2006, Verizon Wireless (NYSE:VZ) and T-Mobile (Deutche Telekom AG) improved in overall caller satisfaction earning "A" grades. Both companies retained "B" scores in single Call Completion, a measurement of the number of times a customer calls to resolve a single issue.
Cingular (NYSE:T) remained behind, retaining a "B" in Caller Satisfaction and a "C"s in Call Completion. Sprint's (NYSE:S) moved from a "C" in Caller Satisfaction to a "B" but still trails in Call Completion with a "D" score.
VocaLabs CEO Peter Leppik comments: "Overall performance among these carriers has improved over the last two years by a statistically significant amount and a greater percent of calls are now being handled entirely by automated systems. But there are notable inconsistencies among the four companies which indicate that some are doing a better job of delivering quality service while keeping expenses manageable."
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 85,000 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-service technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. VocaLabs' methodology results in highly accurate data on both technical performance and the impact of service on caller opinions.
Source: Business Wire
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