Verizon, T-Mobile share top honors in customer service survey
Another day, another award; yep, it's business as usual for the folks over at T-Mobile and Verizon. Vocal Laboratories' most recent quarterly "SectorPulse" survey has found that the US' second and fourth largest carriers take top honors for quality of customer service, receiving "A" grades in both caller satisfaction and call completion. What's "call completion," you ask? Nope, it's not a measure of a customer service agent's ability to quickly and efficiently hang up on you, it indicates the frequency with which callers' issues are resolved on the first call. For some of us, it really doesn't matter how many awards T-Mobile wins in this department, it's 3G or bust. Maybe that really is just us, though.
Filed under: T-Mobile, Verizon Wireless, Studies
Reader Comments (Page 1 of 1)
snowenloe @ Feb 3rd 2008 2:50PM
Thats one of the main reasons I'm with Verizon, now if we could only get some decent phones...I guess I'll have to wait until the days of LTE come about.
JAmerican @ Feb 3rd 2008 3:02PM
I'm still waiting. My contract is up this month and I am just waiting for the 3G phones to come with the service or will just move to Sprint (which in regards to this post, may not be a good thing).
Duscrom @ Feb 3rd 2008 3:25PM
Wow.. it says there are 2 coments, and I can't see them. Is that an error from your end, or my browser....
Anyway, I'm kinda agreeing with you. I had T-Mo, and loved their customer service. Whenever I needed to talk to somebody about my service I almost always got some one polite, friendly and English speaking. They even hooked me up with a phone discount when I got my brad new one ran over w/o insurance. But I switched to Sprint... for 3G, and while my Palm Centro is better and faster then my T-Mo Shadow.. or blackberry pearl.. I DREAD caling Sprint's Customer Service..
M @ Feb 3rd 2008 3:29PM
Go Verizon! I've been very happy with the customer service at VZW and I've needed to call several times with technical questions.
Verizon reps seem to be better trained than both AT&T and Sprint reps, in my experience. The Sprint reps just didn't care - it was just another job for them it seemed. Cingular was a little bit better.
houtek @ Feb 3rd 2008 3:32PM
I appreciate all your informative articles. I went with T-Mobile, I guess I liked their style... 3G is certainly desirable, but I'm sure they'll get there soon. In fact, they appear to be testing it in one area near me. And I appreciate the option to change phones by swapping SIM cards, which opens up a lot of phones on eBay, off contract. Then again, some of the Verizon phones are cool. Different strokes....
yoyodude64 @ Feb 3rd 2008 3:50PM
i gave up on tmobile cuz i wanted 3g. in the end, i went iphone...go figure
Newsom02 @ Feb 3rd 2008 5:46PM
You'd better not call Sprint. They might drop you as a customer. I'm serious.
JAmerican @ Feb 3rd 2008 6:18PM
Do you have to pay the Early Termination Fees. If not, I'm liking that :D. I'll just complain about some random crap then I'll be out of a contract easy :).
mingkee @ Feb 3rd 2008 7:03PM
I still think T-Mobile is one of the most reliable carrier, that's why they get decent customer satisfaction
ShortDog @ Feb 4th 2008 1:48AM
I'm on T-Mobile, and yeah, I wish they would get that 3G network up and running. But I'm also a BlackBerry user, so a 3G network wouldn't change much. For me, the most important thing is customer service. I used to spend over $8,000 per year on my one line with Cingular/AT&T, and they couldn't have cared less when it came time for me to call customer service.
James @ Feb 4th 2008 9:46AM
I think 3G for YEARS has been offset with the fact that every 1900 Mhz phone this site complains can't be used over here can be used nicely on Tmobile. The phone selection and support (Tmobile configuration system has support for phones they don't even plan on carrying, but know are popular in Europe) by Tmobile stomps AT&T and 3G. Yeah, it would be REALLY nice to have 3G, but not to pay more for service, have to CONSTANTLY worry about 850, and on top of that deal with the CS of AT&T.
Verizon may have 3G, but the cost to tether (or deal with the Verizon OS on non smartphones) out weighs speed in that realm.
Miacol @ Feb 4th 2008 10:16AM
I first had Sprint, and I left cause the phones were just ugly (sorry, but for the most part they still are). Went to T-Mobile, which has great customer service, the service was horrible for me. So I switched to Verizon, the service was good, still had problems in Florida, Atlantic City, Las Vegas, and Cali, but when I travelled home (DR) it worked, customer service was ok, they weren't always helpful and I hated the locked phones. When Verizon abandoned Latin America, I switched to Cingular/ATT, at first customer service was horrible, but at least my phones worked in areas I travelled, then something happened the and customer focused improved drastically. Now this is simply my opinion, from experience. They made sure I had service in two minutes when I travelled home and my phone would not connect, I have service every where I go, and when my mom's new phone Krazr was replaced 3 times, ATT called me and offered to swap out my mom's phone for another phone at no charge to me. They have had great strides in the Customer Service area, though they're techs are not on par with Verizon, but they getting there. They even gave me a free upgrade because they phone they recommended for me, wasn't really working for me, so they sent me a free BB 8310, works great no problems.
Gib @ Feb 5th 2008 9:53PM
I have seen the same kinda thing with Verizon customers. If Care lies to them or is incorrect about a phone, once the customer has finished raping my ear with complaining and we call Care, they usually do whatever the customer asks.
Joseph Singer @ Feb 4th 2008 10:46AM
Guess what? Service isn't the same for everyone everywhere. Lucky thing for you is that there are several choices for service. If one doesn't work there are others that *may*.
Tim_From_AT&T @ Feb 4th 2008 7:12PM
lol i work for AT&T ...they sent you a blackberry curve for free?....wow
Eludium-Q36 @ Feb 5th 2008 11:16PM
Been with Sprint since '98 and NEVER had a problem with customer service. And if tier-1 can't handle an issue, either a Superv or Exec Serv take care in a snap. And I'm sure my awesome HTC Mogul will be the last phone I will want - and Vzn has the same offering. Customer defections from Sprint just free up extra bandwidth for my calls and EVDO web access.
Bob @ Feb 10th 2008 3:29PM
Oh my gosh were I live T-mobile has TERRIBLE service, I could never get a signal :-(