You may have already seen this on the news or read it somewhere online, but just in case you missed it were here to share the news with our members. Consumer Reports recently released their latest customer service report based on a survey of 58,000 readers and subscribers to cellular carriers including AT&T, Sprint, Verizon, T-Mobile and US Cellular.
The overall conclusion shows that customers continue to hold AT&T’s customer service in last place even after the carrier boosted its wireless spending by $2 billion this year. Wow, looks like that money wasn’t put on any customer service trainings! Another stunning fact is that Consumer Reports found that the “iPhone owners were, by far, the least satisfied with their carrier.”
Here is what AT&T had to say about the results.
“We take this seriously, and we continually look for new ways to improve the customer experience.”
With that being said, let’s just wait and see what AT&T plans to do to step up their game. The investing they did was obviously not for customer service, so maybe they should think more about who’s working for them and why they got such a horrible grade from this report.
Who expected US Cellular to come in first place? Did anyone see that coming because I sure didn’t. I haven’t really heard much about their customer service, good or bad, but obviously they are doing the ‘right’ things wouldn’t you agree?
Verizon fell in second, very close to US Cellulars position. Verizon’s customer service ratings have always been among the top positions so this is no surprise, well it shouldn’t be anyways.
What most of you are probably really excited about is the 3rd position winner, Sprint. Looking back a few years they really have done major improvements to not only their network but customer service. As a result, their overall satisfaction rating pulled nearly even with Verizon’s leaving them in third place on the charts. Go Sprint!
Of course AT&T was in last place but I wrote about that first in this article so I won’t torture them too much more. I do want to know with all their investing they claim to be doing, why did AT&T get the lowest ranking on eight of nine measures of customer support, service and value? I just don’t get it. Are they really putting all that money into the ‘network’ and not making sure the company is being run right?
What do you think about this report? Are these the results you expected to see? I can sure say I was shocked to see the number one and five positions!! Let me hear your thoughts.
Source: Wallstreetjournal