AT&T has once again ranks top in its customer service satisfaction by defeating all its rivals and grabs the highest percentage of customer satisfaction among the four major US wireless carriers. Well, this is AT&T’s second consecutive quarter for ranking high in the customer service, according to the National Customer Service Survey (NCSS) by Vocalabs.
Vocalabs has conducted the survey, where in involved telephone interviews immediately following a customer service call during the last three-month period in 2011 and the report reveals that in the Q4 of 2011, 69 percent of AT&T clientele surveyed were Very Satisfied with their customer service calls.
On the other hand, AT&T customers as well reported the highest level of satisfaction with the AT&T’s customer service representatives and the automated part of the customer service call.
The survey further reveals that Verizon satisfaction rate of 60 percent was unchanged when compared to 2010, while Sprint won’t be happy with its numbers, as it saw the number of very satisfied customers dropping from 71 percent in 2010 to just 59 percent during Q4 2011. Where as for T-Mobile USA, the carrier’s very satisfied mark decrease from 65 percent (in 2010) to 48 percent last quarter.
CEO of Vocalabs, Peter Leppik states that offering a consistently high-quality customer service experience needs continuing commitment and focus throughout an organization. When companies get unfocused, or focus on merely one part of their customer experience or product portfolio, the overall customer experience can suffer.
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