Todd Hollander Market Research

T-Mobile received the highest rating in Vocal Laboratories‘ most recent quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies.

During the three months ending March 31, 2007, T-Mobile received a grade of “A” for both overall Caller Satisfaction and Call Completion (a measure of how many callers were able to complete their business in a single call).

Cingular and Verizon Wireless were tied for second place, earning “A’s” for Caller Satisfaction, and “B’s” for Call Completion. Sprint was rated lowest with a “C” for Caller Satisfaction and a “D” for Call Completion.

VocaLabs CEO Peter Leppik commented: “Having tracked these wireless telephone companies for over three years, we’ve seen a gradual trend towards better overall customer service. The average satisfaction score for the industry today is well above where it was at the beginning of 2004.”

The bottom line: As a whole, the wireless telephone industry appears to be improving in overall customer service. However, because there are significant differences among the major wireless providers, customer service continues to be a differentiating factor.

This entry was posted on Monday, April 16th, 2007 at 8:09 pm and is filed under Customer Satisfaction. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.