Verizon Wireless Makes Significant Improvements in Customer Service in 2012

Vocalabs' Study Shows AT&T, Sprint, T-Mobile Down from 2011

Verizon Posts Big Gains in Customer Satisfaction with Customer Service Calls, 2011 to 2012 (Graphic: Vocal Laboratories Inc.)

MINNEAPOLIS--()--Verizon Wireless made significant improvements in customers’ satisfaction with customer service calls in 2012, 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 during 2013, 73% of Verizon customers surveyed were “Very Satisfied” with the experience, up from 63% in 2011. Sixty-one percent of AT&T customers surveyed gave the experience their top rating, down four points from 2011; while Sprint dropped one point to 62%, and T-Mobile dropped three points to 55%.

“Our survey data goes back to 2009, and Verizon has had the best-rated customer service representatives every year, but Verizon customers often reported it was hard to reach a person” said Peter Leppik, CEO of Vocalabs. “In 2012 our survey data shows a big improvement in the ease of reaching a person at Verizon customer service, and that really plays to the company’s strength.”

About This Research
The National Customer Service Survey (NCSS) tracks customer service quality in several industries, using telephone interviews conducted with a customer immediately after a customer service experience. Statistics in this press release are based on 9,195 surveys completed between July 2009 and December 2012. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered.

Download the Executive Summary by visiting www.Vocalabs.com/published-research. To subscribe to the full data set, contact Vocalabs at inquiry@vocalabs.com, 952-941-6580, ext. 205.

About Vocalabs
Vocal Laboratories Inc. (Vocalabs) specializes in building effective customer feedback programs designed to measurably improve the customer experience. We use a combination of immediate live interviews and panel research to collect customer feedback tailored to each client's business goals. Our reporting tools serve the entire client organization, from executives to front-line customer service, and our unique expertise ensures ongoing improvement. Learn more at www.vocalabs.com.

Contacts

Vocalabs
Rob Jackson, 952-941-6580, ext. 205
rjackson@vocalabs.com

Release Summary

Verizon Wireless posted big improvements in customer service in 2012 and compared to 2011, while AT&T, T-Mobile, and Sprint declined according to Vocalabs' National Customer Service Survey.

Contacts

Vocalabs
Rob Jackson, 952-941-6580, ext. 205
rjackson@vocalabs.com