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Vocalabs: Sprint is First in Call SatisfactionJan 28, 2011 (Close-Up Media via COMTEX) -- Sprint made gains in customer satisfaction with customer service in 2010, overtaking Verizon as the industry leader in call satisfaction, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In telephone interviews conducted immediately following a customer service call, 71 percent of Sprint customers interviewed in Q4 2010 said they were "Very Satisfied" with the call, up 11 percentage points from Q4 2009, the Company said. AT&T and T-Mobile tied for second place in top-box call satisfaction in the fourth quarter of 2010, while Verizon dropped to fourth place. Sprint also leads the industry in first call resolution, a key driver of customer service satisfaction. Fifty-eight percent of Sprint customers interviewed in Q4 2010 said their problem was resolved the first time they called, compared to 50 percent of AT&T and Verizon customers and 52 percent of T-Mobile customers. The National Customer Service Survey (NCSS) compares customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. This independent research is underwritten and conducted by Vocalabs on an ongoing basis to benchmark industry trends in phone-based customer service. Results discussed here are based on 4,038 telephone interviews conducted between October 2009 and December 2010. Vocalabs helps brands improve customer service by collecting timely, actionable feedback about customer service quality. More information: vocalabs.com ((Comments on this story may be sent to [email protected])) |