Verizon Wireless Customer Satisfaction Edges out T-Mobile in the Latest VocaLabs SectorPulse Report

EDEN PRAIRIE, Minn. - In Vocal Laboratories' most recent quarterly SectorPulse report which measures the quality of customer care, Verizon Wireless received top scores in Caller Satisfaction.

Verizon achieved an "A" ranking in Caller Satisfaction, and a "B" in Call Completion for the second time; while T-Mobile dropped their Caller Satisfaction grade to a "B" from the last report and achieved another "B" in Call Completion since the last report.

Other results included in this study:

  • Cingular received a "C" in both Caller Satisfaction and Call Completion, no change from the last report.
  • ATandT Wireless received a "D" in both Caller Satisfaction and Call Completion, dropping its "C" in both Caller Satisfaction and Caller Completion from the last report.
  • Sprint PCS achieved a "C" in Caller Satisfaction and a "D" in Call Completion, down from a "C" in Call Completion in the last report.

VocaLabs asked study participants to provide details on their customer service experiences. Among many of the shared reports, the difficulty to speak with a live customer service agent was cited many times. A study participant shared her frustration and commented, "I waited for 10 minutes and 27 seconds before reaching a live person. This was after finding my way through the automated system. Also, the customer service representative made me wait a few times which felt lengthy. I'd suggest speeding up the wait times."

When asked what specific suggestions the panelists would make to improve their service, one panelist commented, "Give you the option of a recorded person or a live person as a first option." Another comment, "I talked to two people. The first one could have given me the information to save time instead of transferring me."

Data in this report was gathered between January and March 31, 2005.

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