Study Finds Sprint, SNET Still No. 1 Among Long
By Liz Montalbano
In a J.D. Power and Associates’ study recently released, Sprint Corp. and Southern New
England Telecommunications Inc. (SNET) maintain their dominance for keeping residential
long distance customers happy.
The study from the Agoura Hills, Calif.-based research firm, "1999 Residential
Long Distance Customer Satisfaction Study," ranks Sprint No. 1 in the high-volume
long distance segment (customers spending more than $50 per month) for the fifth straight
year. New Haven, Conn.-based SNET scores big in customer satisfaction, capturing the lead
among mainstream consumers (customers who spend less than $50 per month) for the third
Tel-Save.com was SNET’s closest competition in the mainstream long distance market,
despite being a relative newcomer. Consumers rated the New Hope, Pa.-based company high in
the cost-of-service areas, since a Tel-Save average monthly bill can be $29, compared to
an industry average of $38.
In a press statement, Kirk Parsons, director of telecommunications accounts at J.D.
Power, says Sprint and SNET are consecutive winners because of their consistent efforts to
meet the needs of their customers, while Tel-Save’s strong showing proves cost is a big
issue with customers.
"Sprint and SNET’s continued dominance of their respective long distance segments
is a direct result of their efforts to satisfy all the product and service needs of their
customers," Parsons said in the statement. "The notable performance of Tel-Save
demonstrates that price can be a competitive tool, but only a piece of the entire customer
According to the survey, Sprint excels in billing and promotions, and also delivers
credibility/cost/value and customer service. SNET customers also report that their long
distance company is above average in these factors, as well as in its continued strong
ability to satisfy customers in general.