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Alltel snags lots of gold in recent call quality survey

by Darren Murph posted Apr 1st 2008 @ 4:35PM

While Verizon and T-Mobile shared honors in a customer service survey just two months back, it was regional carrier Alltel snagging most of the gold in a recent J.D. Power and Associates survey of wireless call quality. Reportedly, said carrier was able to take the "sole or partial top spot in three of the report's six regions," while Verizon stood on top in two regions, US Cellular in one and T-Mobile (along with Alltel) in another. The data was gathered from 24,570 respondents that were questioned about dropped calls, static / interference, failed connection on the first try, voice distortion, echoes, no immediate voicemail notification, and no immediate text message notification. Interestingly, the study also found that "customers using 3G handsets experienced fewer call quality issues," and while call quality problems reported by folks using CDMA happened around 14 times out of every 100 calls, nearly a quarter of calls from those on the iDEN network were primarily about problems with call quality. Check out the full spill in the read below, we won't tell anyone you're a number lover.

Verizon, T-Mobile share top honors in customer service survey

by Chris Ziegler posted Feb 3rd 2008 @ 2:44PM

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.

Virgin Mobile takes top prepaid honors in J.D. Powers survey

by Chris Ziegler posted Aug 26th 2006 @ 1:13PM

They may not be offering the Lobster 700, but Virgin Mobile's US outpost can lay claim to one thing: they've bested all of their peers in J.D. Powers' latest survey of prepaid services through national carriers and MVNOs. The survey of 4,000 current customers measured satisfaction with call quality, company image, account management, initial activation, service plan options, and customer service, with Virgin scoring 751 on a 1,000-point scale. Coming in a close second was Verizon with their Inpulse service, scoring 736, followed by T-Mobile, Boost Mobile, and TracFone, while Cingular's GoFone and Alltel both scored under the average of 717. Perhaps more interesting than the rankings, though, was the finding that customers of MVNOs (like Virgin) ranked their services higher in account management and cost, while direct services (like T-Mobile) fared better in areas like company image and call quality. Anyway, our congratulations go out to Virgin on that shiny new trophy for the mantel, but honestly, we'd gladly trade it for a Lobster any day of the week.

[Via The Wireless Report]