CORRECTING and REPLACING Verizon Still on Top in VocaLabs Study of Customer Satisfaction
The corrected release reads:
VERIZON STILL ON TOP IN VOCALABS STUDY OF CUSTOMER SATISFACTION
Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its ninth quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies. During the three months ending December 31, 2005, Verizon Wireless (NYSE:VZ) maintained it's lead but slipped from an "A" to a "B" in overall Caller Satisfaction and retained a "B" in single Call Completion.
T-Mobile (Deutche Telekom AG) and Cingular (NYSE:T) remained behind, retaining "B"s in Caller Satisfaction but dropping to "C"s in Call Completion.
AT&T Wireless customers not yet switched over to new provider Cingular still report less satisfying service levels, but with a diminishing number of legacy AT&T customers remaining, we are combining them with Cingular scores in this report.
Sprint's (NYSE:S) grades were also unchanged from last quarter with a "C" in Caller Satisfaction and a "D" in Call Completion.
VocaLabs CEO Peter Leppik comments: "While overall performance remains lackluster, the quality of customer satisfaction among these carriers has improved over the last two years by a statistically significant amount and a greater percent of calls are now being handled entirely by automated systems. But there are notable inconsistencies among the four companies which indicate that some are dong a better job of delivering quality service while keeping expenses manageable."
About SectorPulse Wireless
VocaLabs' SectorPulse reports compare the customer service quality for different companies in the same industry, using data and call recordings from the companies' customers.
VocaLabs has recruited over 85,000 individuals to provide feedback on customer service experiences, from which we drew the participants for this study. VocaLabs panelists who are customers of one of the companies included in this study were asked to participate by completing surveys before and after the call.
About Vocal Laboratories
Vocal Laboratories delivers statistically reliable feedback on the user friendliness of telephone based customer service whether delivered via traditional call centers or self-service technology. Clients are end user enterprises, call center consultants, application providers and equipment vendors. VocaLabs' methodology results in highly accurate data on both technical performance and the impact of service on caller opinions.