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March 22, 2010
In 1,142 telephone interviews conducted immediately following a customer service call, 66 percent of Verizon customers were very satisfied with the experience, with T-Mobile garnering 65 percent very satisfied. Sixty-three percent of AT&T and 59 percent of Sprint customers gave their service experiences the top rating.
Customer satisfaction at Verizon and T-Mobile can be attributed to their superior call-resolution rates, said Vocalabs. Sixty-six percent of Verizon and 67 percent of T-Mobile customers reported that their problems were resolved during the call, compared to 64 percent of AT&T and 63 percent of Sprint customers.
The survey was conducted between July 2009 and February 2010.
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-Mobiles 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.
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