Vocalabs' 2014 Survey Shows T-Mobile Has Highest Satisfaction with Customer Service Calls

Comcast and Time Warner have Lowest Scores in Five of Nine Key Metrics

MINNEAPOLIS--()--In 2014, T-Mobile had the highest satisfaction with customer service calls of the nine communications service companies included in the National Customer Service Survey, Vocalabs’ ongoing study tracking customer service quality at major consumer-oriented companies. Based on telephone interviews conducted immediately after a customer service call, AT&T scored the highest in Company Satisfaction, Willingness to Recommend the company to a friend, and Willingness to Subscribe Again; while T-Mobile also led the pack for Ease of Reaching a Person and customers’ satisfaction with the automated phone system (IVR). At the other end of the scale, in 2014 either Comcast or Time Warner occupied the bottom slot in five of nine key metrics including Company Satisfaction, Agent Satisfaction, and Willingness to Recommend.

“Comcast’s performance in 2014 represents a degree of improvement from last year,” commented Peter Leppik, CEO of Vocalabs. “In our 2013 survey the company was in last place in eight of our nine metrics. But with the pending merger of Comcast and Time Warner, we don’t see how combining the two lowest-scoring companies in our survey is likely to lead to a better customer service experience.”

An Executive Summary of The National Customer Service Survey of Communications Services is available to the public for download at http://www.vocalabs.com/published-research. This report includes statistics comparing survey scores for AT&T, CenturyLink, Comcast, DirecTV, Dish Network, Sprint, T-Mobile, Time Warner Cable, and Verizon.

About the National Customer Service Survey
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 call. Statistics in this press release are based on 12,193 customer interviews completed between July 2009 and December 2014. The NCSS is underwritten and conducted by Vocalabs, independently of any of the companies covered.

To subscribe to the full data set, contact Vocalabs at inquiry@vocalabs.com, 612-235-5713.

About Vocalabs
Vocal Laboratories Inc. (Vocalabs) specializes in building effective transactional customer feedback programs designed to measurably improve the customer experience. We use a combination of immediate live interviews and email surveys to collect real-time customer feedback tailored to each client's business goals. Our reporting tools deliver the Voice of the Customer to 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, 612-235-5713
rjackson@vocalabs.com

Contacts

Vocalabs
Rob Jackson, 612-235-5713
rjackson@vocalabs.com