updated 04:35 pm EDT, Mon October 20, 2008
Sprint overtakes rivals
The latest customer satisfaction survey with wireless providers has surprisingly concluded that Sprint has overtaken rivals Verizon Wireless, AT&T and T-Mobile in customer satisfaction, going from last place to first. Conducted by Pali Research, the sixth survey measured how long the major wireless companies keep their customers on hold. According to the results, Sprint Nextel answered 91 percent of the Pali calls in 30 seconds or less, meeting the company's previously set goal of achieving 80 percent of calls under the time frame.
This marks a significant improvement from the first quarter results from Pali, which amounted to 68 percent, and a move in the right direction for a company whose service has been criticized for being so bad that it caused subscribers to jump ship.
The results showed Verizon was a close second, at 85 percent, while T-Mobile was at 43 percent, and AT&T last with 33 percent, despite improving from the survey performed in the first quarter. Both Verizon and T-Mobile dropped since the first quarter. AT&T has also recently posted a poor showing in another survey that measured call quality.
According to Sprint executives, the company has focused on improving its customer care in other ways, namely increasing the number of callers who get their issues resolved on their first call and increase the speed of resolving said issues. [via SprintConnection]