14 DAY TRIAL // United States mobile phone carriers Verizon Wireless and T-Mobile have recently been named the leading wireless services providers in the country in a study on phone-based customer service quality, which was conducted by Vocal Laboratories Inc. (Vocalabs). According to the study, the two operators managed to leave behind the other two leading carriers in the country, namely AT&T and Sprint.
Vocalabs conducted a number of 1,142 telephone interviews immediately following a customer service call, and says that a number of 66 percent of Verizon Wireless' customers declared themselves “Very Satisfied” with the experience, the same applying to 65 percent of T-Mobile's customers. At the same time, the firm notes that 63 percent of AT&T's subscribers said they were “Very Satisfied,” and that 59 percent of Sprint's users also gave their service experiences the top rating.
According to the firm, the customer satisfaction at Verizon and T-Mobile is most probably based on the superior call resolution rates the carriers enjoy. It seems that 66 percent of Verizon's customers and 67 percent of T-Mobile's users said that their issue was resolved during the customer support call, while the number goes down to 64 percent when it comes to AT&T and to 63 percent when Sprint is involved.
“Our research has consistently shown that problem resolution is one of the most important factors in driving overall customer 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.”
Vocalabs notes that the new independent research is underwritten and conducted on an “ongoing basis to benchmark industry trends in phone-based customer service quality.” Moreover, the company further mentions that the survey was conducted between July 2009 and February 2010, and that additional details on its report will be unveiled at the CTIA WIRELESS 2010 in Las Vegas.
