“The annual survey of wireless customer satisfaction from Consumer Reports hits the streets this week and it doesn’t have much good to say about AT&T. In a canvass of more than 50,000 readers spanning 26 U.S. cities, the organization found the carrier had the lowest customer-satisfaction rating in 19 cities surveyed; Verizon ranked highest,” John Paczkowski reports for AllThingsD.
“To hear that AT&T ranked dead last in customer satisfaction in high-profile markets like New York and San Francisco isn’t all that surprising. It’s common knowledge that the average AT&T iPhone drops 30 percent of all calls in New York City, and complaints about lousy service in the Bay Area are legion. But to find that the carrier placed last in 17 other cities as well suggests that AT&T’s shortcomings are more widespread than the carrier would have us believe and not simply the product of a high concentration of iPhones in the country’s larger cities,” Paczkowski reports.
“With low marks for several key indicators of customer satisfaction–including service availability, circuit capacity, dropped-call frequency and voice service–across 73 percent of the markets Consumer Reports surveyed, it’s pretty clear that AT&T has become overextended by the popularity of the iPhone,” Paczkowski reports. “Which is bad news for the carrier and, of course, for iPhone owners as well.”
Paczkowski reports, “As Consumer reports notes, ‘Apple’s iPhones are the top smart phones in our Ratings–actually, among the best of all phones we tested, period–but their exclusive carrier, AT&T, was middling at best in satisfaction….If you’re readying to buy Apple’s phone, prepare for possible disappointment with its service and expect to love the phone anyway. Despite the network problems, a staggering 98 percent of iPhone users in our cell-phone-buying survey were satisfied enough to say they would definitely or probably buy the phone again. Only 79 percent of respondents who bought other cell phones said the same.'”
Full article here.
MacDailyNews Take: That’s some disconnect.