good job tmo
Summary: If you’re keeping score, this is what we call a double-double. For the second straight year, Sprint customer‘s satisfaction with their Sprint wireless service rose by double digits – further proof that customers like what they see in the company’s turnaround efforts.
What you need to know:
In May 2009, Sprint’s satisfaction score in the American Customer Satisfaction Index (ACSI) increased by 12.5 percent from 2008 – the largest improvement in customer satisfaction of any company included in the index, both inside and outside the wireless industry.
This year, by making the largest improvement in the wireless category (we made an 11 percent improvement from 2009), we have now jumped ahead of A...
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What you need to know:
In May 2009, Sprint’s satisfaction score in the American Customer Satisfaction Index (ACSI) increased by 12.5 percent from 2008 – the largest improvement in customer satisfaction of any company included in the index, both inside and outside the wireless industry.
This year, by making the largest improvement in the wireless category (we made an 11 percent improvement from 2009), we have now jumped ahead of A...
(continues)
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I assume you are talking about T-Mobile, though you talked a lot about Sprint. Not sure what you are getting at here.
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if i understood what you were really getting at i may have a snide remark about how easy it is to improve your scores when there at redic low levels... but you did say good job tmo... is there sarcasm im not reading??
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Doubtful, although Kayslay is usually speaking about Sprint I would assume either as a devoted customer, employee or dealer.
Although T-Mobile is on top with Verizon, the industry as a whole needs to go a lot further.
If you are grading on a bell curve the industry probably gets a D. If you are grading on a percentage then the industry gets a C-.
The question in my mind is not how to beat the competition, the question is how to get into the 90th percentile or better.
What good is it to beat every competitor when you only beat them by a few percentage points and remain with a poor customer perception.
If your competitors give customers a terrible experience then they will expect the same from you and have less patience as all of the d...
(continues)
Although T-Mobile is on top with Verizon, the industry as a whole needs to go a lot further.
If you are grading on a bell curve the industry probably gets a D. If you are grading on a percentage then the industry gets a C-.
The question in my mind is not how to beat the competition, the question is how to get into the 90th percentile or better.
What good is it to beat every competitor when you only beat them by a few percentage points and remain with a poor customer perception.
If your competitors give customers a terrible experience then they will expect the same from you and have less patience as all of the d...
(continues)
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Okay, it's time that I go to McDonalds and demand a discount along with an extra patty because I can get it that price at Burger King. I'm going to yell at them, request managers, and I will rate them negatively because they refused to conform to my demands to make it happen.
See any flaws with my idea? What if the average restaurant customer acted like this? Or the average grocery store customer?
Oh wait, I've seen it happen. They security camera footage ends up on YouTube. Police get involved. It's on the news. This applies to nearly every major business except cell phone companies.
Why are we the exception with the way that customers can treat us, they can demand whatever, and they are still considered right when they say they a...
(continues)
See any flaws with my idea? What if the average restaurant customer acted like this? Or the average grocery store customer?
Oh wait, I've seen it happen. They security camera footage ends up on YouTube. Police get involved. It's on the news. This applies to nearly every major business except cell phone companies.
Why are we the exception with the way that customers can treat us, they can demand whatever, and they are still considered right when they say they a...
(continues)
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because its audio, that dosent make good tv. and if its not on tv, the majority dosent pay any attention...and the majority is our customers, not our employers, AND the phone companies have trained the customers that if they scream and yell, they get what they want... tripple edged sword?? 🤨
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There is no doubt that many customers come in and behave badly. The question is: Have they been trained to do this by the dealers and organizations who force them to behave this way?
I have been utterly disgusted with some of the behaviors when I have competitively shopped the local kiosks in the malls.
Outright lies to make the sale, non disclosure of key things (like a 2 year contract for an upgrade or a data soft limit) or feature slamming. If as a customer this happens to you you get jaded. I am not excusing bad behavior because some people are just jerks.
If, however the bar gets raised and the people who do these things find other employment, then after a few years of good treatment the conversations we have with our customers wi...
(continues)
I have been utterly disgusted with some of the behaviors when I have competitively shopped the local kiosks in the malls.
Outright lies to make the sale, non disclosure of key things (like a 2 year contract for an upgrade or a data soft limit) or feature slamming. If as a customer this happens to you you get jaded. I am not excusing bad behavior because some people are just jerks.
If, however the bar gets raised and the people who do these things find other employment, then after a few years of good treatment the conversations we have with our customers wi...
(continues)
...
