Verizon No.1 In Customer Care Report
http://www.rcrnews.com/news.cms?newsId=22282 » 🙂
Results:
Verizon #1
T-Mobile #2
Cingy #3
Sprint #4
ATTW #5
Results:
Verizon #1
T-Mobile #2
Cingy #3
Sprint #4
ATTW #5
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interesting to see how the automated systems cause a lot of customer frustration. I think they're annoying too, but those must really suck
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ever tried navigating crickets automated system? horrible.
any way one of you can copy and paste that article? i'm locked out of other websites here...
any way one of you can copy and paste that article? i'm locked out of other websites here...
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Verizon Wireless edges T-Mobile USA in customer care report
By Dan Meyer
Apr 19, 2005
Verizon Wireless garnered the top ranking in Vocal Laboratories Inc.'s quarterly SectorPulse report measuring the quality of customer care among wireless operators. The most recent test was conducted between January and March 31 of this year.
Verizon Wireless achieved an "A" ranking in caller satisfaction and a "B" ranking in call completion, just edging out previous quarter winner T-Mobile USA Inc.'s pair of "B" rankings in both categories. Verizon Wireless' scores were the same as the previous ranking, while T-Mobile USA saw its caller satisfaction ranking fall from "A" in the previous quarter to "B" during the most recent report.
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By Dan Meyer
Apr 19, 2005
Verizon Wireless garnered the top ranking in Vocal Laboratories Inc.'s quarterly SectorPulse report measuring the quality of customer care among wireless operators. The most recent test was conducted between January and March 31 of this year.
Verizon Wireless achieved an "A" ranking in caller satisfaction and a "B" ranking in call completion, just edging out previous quarter winner T-Mobile USA Inc.'s pair of "B" rankings in both categories. Verizon Wireless' scores were the same as the previous ranking, while T-Mobile USA saw its caller satisfaction ranking fall from "A" in the previous quarter to "B" during the most recent report.
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I have to agree with this article - I know that the voice recognition system has made T-Mo's customer care harder to reach, and I get bumped out of Cingular's system about half the time I call. Very frustrating.
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elihuspeaks said:Verizon's system is pretty easy to navigate: Call 1-800-922-0204 and hit 0 a couple of times to get an operator...which, frankly, I prefer.
I have to agree with this article - I know that the voice recognition system has made T-Mo's customer care harder to reach, and I get bumped out of Cingular's system about half the time I call. Very frustrating.
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muchdrama said:elihuspeaks said:Verizon's system is pretty easy to navigate: Call 1-800-922-0204 and hit 0 a couple of times to get an operator...which, frankly, I prefer.
I have to agree with this article - I know that the voice recognition system has made T-Mo's customer care harder to reach, and I get bumped out of Cingular's system about half the time I call. Very frustrating.
Funny thing is drama... you can do the exact same thing with Tmob's and Cingular's auto systems. Dial the number and hit 0...
The real reason there are auto systems in the first place is because 90% of calls to customer service are nuisance calls that can and probably should be handled by the...
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PhoenixAshes said:...muchdrama said:elihuspeaks said:Verizon's system is pretty easy to navigate: Call 1-800-922-0204 and hit 0 a couple of times to get an operator...which, frankly, I prefer.
I have to agree with this article - I know that the voice recognition system has made T-Mo's customer care harder to reach, and I get bumped out of Cingular's system about half the time I call. Very frustrating.
Funny thing is drama... you can do the exact same thing with Tmob's and Cingular's auto systems. Dial the number and hit 0...
The real reason there are auto systems in the first place is because 90% of calls to customer service are nuisance calls that ca
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T-Mo's system is actually simpler than that - if you dial 1-877-606-4801, it puts you directly through to a rep. Or you can dial 611 and just keep hitting 0. Most customers don't know that though. (I always get bumped out of the Cingular system when I keep hitting 0).
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elihuspeaks said:I love the companies whose automated systems simply say "Thank you for using Generic Industries' automated system. Goodbye" when you hit 0. LOL. They REALLY don't want to talk to you.
T-Mo's system is actually simpler than that - if you dial 1-877-606-4801, it puts you directly through to a rep. Or you can dial 611 and just keep hitting 0. Most customers don't know that though. (I always get bumped out of the Cingular system when I keep hitting 0).
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T-Mo's rebate center is like that - it's sooo hard to get through all of the menus, and it hangs up on you constantly, then when you get through to a rep, they're usually rude and not very helpful (I have spoken to a few VERY good reps there though). I have a sneaking suspicion that they get paid based on how many rebates they reject. 😉
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elihuspeaks said:I hereby reject this post. Payment, please!
T-Mo's rebate center is like that - it's sooo hard to get through all of the menus, and it hangs up on you constantly, then when you get through to a rep, they're usually rude and not very helpful (I have spoken to a few VERY good reps there though). I have a sneaking suspicion that they get paid based on how many rebates they reject. 😉
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muchdrama said:elihuspeaks said:Verizon's system is pretty easy to navigate: Call 1-800-922-0204 and hit 0 a couple of times to get an operator...which, frankly, I prefer.
I have to agree with this article - I know that the voice recognition system has made T-Mo's customer care harder to reach, and I get bumped out of Cingular's system about half the time I call. Very frustrating.
And TMobile's IVR understands "agent," "representative" and "operator" when it can't understand a single other thing...
I hate voice IVR's, they should all have a button press option as well, since when you're in the car they can't understand a blasted thing! 😈
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BetterThanJake said:So, how much water does a report like this hold with us? I think it's good to see Verizon doing so well in the public's eye, and this report will do wonders for sales associates.
http://www.rcrnews.com/news.cms?newsId=22282 » 🙂
Results:
Verizon #1
T-Mobile #2
Cingy #3
Sprint #4
ATTW #5
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The funny thing with these reports is that the different sources (J.D. Powers, Consumer Reports), don't seem to have any realy concensus. There are some carriers (Verizon, T-Mobile), that consistently do better, and others (AT&T) that consistently do poorly, but all of the results that I've seen are always different.
You're absolutely right though - these sorts of reports always make great ammo for sales reps (I know - because I am one)! The sad thing is that anecdotal evidence seems to have the biggest sway on many customers. They judge solely off of some really good or really bad story that they heard from a friend or relative.
I even have customers ask me how what carrier I use (my cell phone is provided by my work), and if th...
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You're absolutely right though - these sorts of reports always make great ammo for sales reps (I know - because I am one)! The sad thing is that anecdotal evidence seems to have the biggest sway on many customers. They judge solely off of some really good or really bad story that they heard from a friend or relative.
I even have customers ask me how what carrier I use (my cell phone is provided by my work), and if th...
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elihuspeaks said:...
The funny thing with these reports is that the different sources (J.D. Powers, Consumer Reports), don't seem to have any realy concensus. There are some carriers (Verizon, T-Mobile), that consistently do better, and others (AT&T) that consistently do poorly, but all of the results that I've seen are always different.
You're absolutely right though - these sorts of reports always make great ammo for sales reps (I know - because I am one)! The sad thing is that anecdotal evidence seems to have the biggest sway on many customers. They judge solely off of some really good or really bad story that they heard from a friend or relative.
I even have customers ask me how what carrier I use (my cell ph
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Exactly. Verizon has that sort of reputation in my area. They used to be the only carrier that had good coverage, but now Cingular and even T-Mobile have comparable coverage area - but people will (in some cases) refuse to believe that another wireless carrier might actually 'expand' their coverage area to compete. Weird.
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great job verizon!!! att wireless was last, not a suprise. tmobile was second? not bad.
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Gracious of you, Nextel. Some competitors of Verizon wish nothing but ill upon them, at least you can give a competitor a 'nice job' when they do well.
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well, they did well, they deserve praise. just like nextel did well with the whole business week award, and people praised them.
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BetterThanJake said:
http://www.rcrnews.com/news.cms?newsId=22282 » 🙂
Results:
Verizon #1
T-Mobile #2
Cingy #3
Sprint #4
ATTW #5
I see advertising where a company claims they are raising the bar but time after time it seems Verizon Wireless ranks in the top of all of these so called useless reports. Great job VZW! Seems Cingular is still doing the Limbo, hahaha. 😈
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bigdaddyjay said:BetterThanJake said:
http://www.rcrnews.com/news.cms?newsId=22282 » 🙂
Results:
Verizon #1
T-Mobile #2
Cingy #3
Sprint #4
ATTW #5
I see advertising where a company claims they are raising the bar but time after time it seems Verizon Wireless ranks in the top of all of these so called useless reports. Great job VZW! Seems Cingular is still doing the Limbo, hahaha. 😈
Its a shame that does not translate into less business for the other Carriers..huh? Makes you want to bang you head into a wall wondering what you have to do to dominate the world..huh?
I see 3rd place Cingular adding more customers with worse service than both T mobile ...
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Not so frustrating actually, Kingfrog. We buy cell phones and cell service to USE. Not to sit around and have useless conversations about which carrier is better. The company's well-being means nothing to me. How many subscribers they add? Not so much. Does the phone work and is there service where I go? That's the important part. If, as you say, Verizon is going to fall apart three days from now and cease to exist, I guess I'll move on to some other carrier. My life won't be ruined.
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kingfrog77 said:
I see 3rd place Cingular adding more customers with worse service than both T mobile and Verizon.....
At least you admit that Cingular has worse service... way ta go KF. 😁
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BetterThanJake said:kingfrog77 said:
I see 3rd place Cingular adding more customers with worse service than both T mobile and Verizon.....
At least you admit that Cingular has worse service... way ta go KF. 😁
Still can't post a reply without twisting people's words, eh?
He only "admitted" that Cingular was 3rd place in that article.
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BetterThanJake said:
Hey, he said "worse service", not me. 😉
Yeah I said Cingular has terrible CS....But not from personal experience at all. The few times I called they were fast, knowlegable and polite.
I am quoting from the general sentiment voiced on these boards and the few organizations who "test" the Customer Service through "unbiased" surveys.
The point I really was trying to make is the Irony that Cingular always shows up at or near the bottom of Customer Service "surveys" yet continues to add new subs in record numbers over the others who run their accolades up the proverbial flagpoles.
It just seems to me people either do not read those publications, don't care, or really like the of...
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kingfrog I think that those surveys represent a small number of calls over a brief period of time. If there is a system issue with one of the carriers callers are going 2 be more frustrated.
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