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Who do you love? T-Mobile and Verizon top the customer service list

National Customer Service Survey - Chart: Vocal Labs

According to Vocal Laboratories, a research firm who conducts customer service quality information, T-Mobile and Verizon Wireless are at the top of the list when it comes to customer service and satisfaction.

The study did not reflect network quality, but if customers aren’t happy with the network how could they be happy with the customer service?  The study found that 66% of Verizon Wireless customers were “Very Satisfied”, T-Mobile met the 65% mark, 63% for AT&T and Sprint coming in at 59%.

“Our research has consistently shown that problem resolution is one of the most important factors in driving overall customer satisfaction and other business goals such as loyalty and willingness to recommend,” said Peter Leppik, CEO of Vocalabs. “Verizon and T-Mobile’s superior showing is likely due to their ability to serve customers’ needs on the call, which overcame other more negative aspects of their customer service.”

Now if Verizon would only get the iPhone, how much more satisfied would their customers be?  What are your experiences like with this company? Are you “Very Satisfied” or otherwise, let us know.



About Fabrizio Pilato

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  1. I agree with amused, if you read the chart label, its not speaking of the same data as the paragraph below. Confusing on Vocal Labs part, but just requires a little reading comprehension.

  2. The numbers do match, you both read the article wrong. The first numbers mentioned in the full release pertain to the customers satifaction with the experience. The second number, those pictured above, pertain to problem resolution – specifically the percentage of people that reported the issue was resolved on that call.

    Satisfaction with the experience vs problem resolution on the call.

  3. Yes you are right. It seems Vocal labs has the incorrect figures in their press release. Thanks for pointing that out.

  4. The figures in the article do not match what is shown in the chart…

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