VocaLabs' SectorPulse Report Shows T-Mobile and Verizon Continue to Lead Wireless Customer Service
Posted on: Tuesday, 19 July 2005, 09:01 CDT
In Vocal Laboratories' (www.vocalabs.com) seventh quarterly report comparing the service levels of the five largest Cellular telephone providers, Verizon Wireless (NYSE:VZ) and T-Mobile continue to lead, but Cingular is showing considerable improvement and is closing the gap. AT&T Wireless, now part of Cingular, is also showing improvement in all categories, and has passed Sprint PCS (NYSE:PCS) to move up from fifth place.
Vocal Laboratories surveys customers of these businesses in the categories of Caller Satisfaction, Single Call Completion, Automation Rate, Caller Frustration Rate, Average Call Length and Customer Loyalty both before and after the contact.
Each carrier is also benchmarked against customer service levels across all industries in the categories of Caller Satisfaction and Single Call Task Completion.
-- Verizon was the only carrier to earn an "A" in Satisfaction, but dropped to a "C" in Completion since our last report.
-- T-Mobile remained consistent with "B"s in both categories.
-- Cingular improved from a "C" to a "B" in Satisfaction remaining at "C" in Completion.
-- AT&T moved up to a "C" in both categories.
-- Sprint stayed the same with a "C" in Satisfaction and a "D" in Completion.
Peter Leppik, VocaLabs CEO says, "Grades for caller satisfaction ranged from an "A" to a "D" showing that customers get very different experiences from different companies. The companies with higher scores tend to have more loyal customers, suggesting that an investment in customer service pays off."
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 90,000 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-serve technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. Only VocaLabs has the unique methodology to evaluate a customer contact application at any stage of development from prototype through existing services quickly, cost effectively and with maximum accuracy.
Details of the study results are available on a subscription basis by contacting Rick Rappe' at Vocal Laboratories at 952-941-6580 or via e-mail at rrappe@vocalabs.com
Source: Business Wire
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