AT&T’s customer-service marks are on the rise, with 69 percent of those surveyed by Vocal Laboratories (Vocalabs) saying they were “very satisfied” with the customer-service experience in the fourth quarter of 2011. That’s up from 65 percent during the same quarter the year before.
Sprint won’t be happy with its numbers. America’s third-largest carrier saw the number of “very satisfied” customers take a big drop, from 71 percent at the end of 2010 to just 59 percent during Q4 2011. And if you’re T-Mobile USA, you’re even grumpier. The carrier’s “very satisfied” mark went from 65 percent at the end of 2010 to a measly 48 percent last quarter.
Verizon’s satisfaction rate of 60 percent was unchanged, Vocalabs reported.
“Providing a consistently high-quality customer service experience requires ongoing commitment and focus throughout an organization,” said Peter Leppik, CEO of Vocalabs. “When companies get distracted, or focus on only one part of their customer experience or product portfolio, the overall customer experience can suffer. We will be watching Sprint and T-Mobile in 2012 to see if they can recover the ground lost in 2011.”
Vocalabs has surveyed more than 8,000 people on customer-service quality since July 2009.
A similar survey released Thursday by J.D. Power & Associates has Verizon Wireless at the top of the customer-service heap.