Sprint made impressive gains in customer satisfaction with customer service in Q2 2010, while Verizon’s lead eroded, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In telephone interviews conducted immediately following a customer service call, 66% of Sprint customers interviewed said they were “Very Satisfied” with the call, up 8 percentage points from Q1 2010. Sprint tied with AT&T and T-Mobile for top-box call satisfaction in the second quarter of 2010, while Verizon dropped to fourth place.
In Q2 2010, Sprint also improved its ability to resolve customer problems on the call, a leading driver of customer service satisfaction. Sixty-seven percent of Sprint customers said their problem was resolved on the call, up 6 percentage points from Q1 2010. In turn, the company saw a 7 percentage point improvement in both customer satisfaction with the agent and with the company overall.
This independent research is underwritten and conducted by Vocalabs on an ongoing basis to benchmark industry trends in phone-based customer service. Results discussed here are based on 2,284 interviews conducted between October 2009 and June 2010. The National Customer Service Survey (NCSS) compares customer service quality for different companies in the same industry, using survey data and call statistics from the companies’ customers. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered. Current syndicated research covers computer technical support and mobile phone customer service.
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Source: Vocalabs
Really looking forward to that vaporware Verizon iPhone.
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Been a happy AT&T customer for years. The iPhone makes them a pipe. Never have had to contact AT&T since getting my 1st Gen iPhone.
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U Quack Me Up HMCIV!
AT&T still has room for improvement, but at least some of the complainers will see that the grass is not always greener on the Verizon side.
The tone of Verizon’s advertising during the last holiday season was hostile in the manner they disparaged the iPhone. Jobs has not forgotten that.
Apple should forget CDMA and just sell thru AT&T, Sprint and T-Mobile. Verizon sounds like a bad deal.
That headline is a bit misleading don’t you think, MDN? It’s not about the quality of calls over your cell phones, it’s customer service calls to their respective support centers.
Apple still needs to get the iPhone on the other networks, Verizon in particular. Only doing that will stop the Android expansion. Would anyone seriously choose an Android phone over an iPhone if the cost were the same (or less for the iPhone) and you could get it on any network you wanted?
@MacBeliever
Uh…Sprint is CDMA…
Let all the android trolls get stuck in Verizon hell. Hehe
Doesn’t matter whose signal is being sent to your iP4 if its antenna can’t hold on to it.
Altogether too much American news on this site. Who in China, India, France or Brazil gives a damn about Verizon or AT&T?
T-Mobile needs the iPhone 4 please. Thank you Steve.
Too much American news on an American website, that’s funny.
Verizon- never again. Evil. Obnoxious. Doesn’t work in my house, but Sprint does! Go figure..
Sprint- contract fulfilled, extremely underrated, good pricing, but no iPhone.
AT & T- I want my iPhone.
The CDMA iPhone Apple is prepping is not a Verison iPhone but, a China Mobile iPhone. The Next Carrier in the US to get the iPhone will be T-Mobile and the small independent local Carriers that are 3G compliant. Sprint might be after that because their CDMA service is closer to China Mobiles then Verisons is. Apple could funnel some China Mobile CDMA iPhones off and with a software tweak create a Sprint iPhone but, a Verison iPhone would require a complete rewrite of the CDMA Baseband code. South, Central & Latin America CDMA carriers are mainly using China Mobiles or Sprint’s Baseband code and not Verison’s so, a China Mobile/Sprint CDMA iPhone is much more plausible then a Verison CDMA iPhone which would be limited to Verison only. The China Mobile/Sprint CDMA market is much much bigger then the Verison Market is. Verison customer are never likely to see a CDMA iPhone for Verison.
@ Doesn’t matter.
Feeble attempt. Try Harder.
The world starts to see what many of us have known already.
Verizon sucks.
Where I live, they have the worst coverage…
My brother has verizon, company phone, I have coverage where he doesn’t.
Not saying that AT&T is the best wireless company ever, but they are better than verizon.
I started with Cingular, best cust support from any company, then AT&T bought them.
I can tell the people that love AT&T don’t live in the vast area with no 3G
I have been paying 20-30 a month for 3G service and only have edge, which does not work. Visual voicemail and emails with any attachment at all don’t work
But the local AT&T store promises 3G next quarter for the last two years just to sell phones . We are only getting the promise of January just because Verizon is coming on iPhone.
I hope someone is taking them to court for fraud
@Ken
Visual voicemail and emails with attachments have worked on edge since 2007, the introduction year of the IPhone. The only thing 3G does is boost data speed. I know this because I used to turn off VVM and WiFi on my IPhone 3G to preserve battery life.
Aug 12, 10 – 03:49 pmComment from: Al
Altogether too much American news on this site. Who in China, India, France or Brazil gives a damn about Verizon or AT&T?– no one expects you too but think about this the site mainly deals with American products apple is an American co. Everything they make is an American product even though a mass majority assembled in Malaysia but still the product is still american so I only guess that’s the reason American cell carriers company’s get focused on
been a happy Sprint customer for over 4 years, coming up on another renew.
i PRAY they get it.
As a 10 year Verizon customer (and 6 month AT&T iphone user), I’ve only had to ever call VZW customer service once or twice. This data is pretty one sided, it doesn’t say incidences of customer service calls/subscriber, which would be a key satisfaction metric.
For What it’s Worth, VZW service blows away AT&T service in quality and coverage. And I have both currently, so I feel reasonably able to comment with some modicum of authority.