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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