2005 JD Power Customer Service Rankings: T-Mobo #1, Verizon 2nd
#1 T-Mobile 108
#2 Verizon 104
#3 Nextel 103
#4 Alltel 100
#5 Cingular 95
#6 Sprint 93
http://www.rcrnews.com/news.cms?newsId=22953 »
BetterThanJake said:
The overall scores were:
#1 T-Mobile 108
#2 Verizon 104
#3 Nextel 103
#4 Alltel 100
#5 Cingular 95
#6 Sprint 93
http://www.rcrnews.com/news.cms?newsId=22953
That link didn't work for me.
LilShorty said:BetterThanJake said:
The overall scores were:
#1 T-Mobile 108
#2 Verizon 104
#3 Nextel 103
#4 Alltel 100
#5 Cingular 95
#6 Sprint 93
http://www.rcrnews.com/news.cms?newsId=22953 »
That link didn't work for me.
Works fine for me. 🙂
Maybe you're behind a firewall?
Verizon's doing up there, and I can't say that I made a wrong choice for going with these guys.
Echternacht said:
I think that looks fair. T-Mobile is a fair player in the wireless field. They're not criminal like Sprint, and not stingy like Cingular. (My biggest complaint with Cingular is on how expensive it is. We'd charge for you to call in if we could get away with it.)
Verizon's doing up there, and I can't say that I made a wrong choice for going with these guys.
Cingular charge you to call customer service? I think you have them confused with Sprint. They did it for a few years. Cingular doesn't charge you to make payments either. Some companies do that too.
Al_Swearengen said:Echternacht said:
I think that looks fair. T-Mobile is a fair player in the wireless field. They're not criminal like Sprint, and not stingy like Cingular. (My biggest complaint with Cingular is on how expensive it is. We'd charge for you to call in if we could get away with it.)
Verizon's doing up there, and I can't say that I made a wrong choice for going with these guys.
Cingular charge you to call customer service? I think you have them confused with Sprint. They did it for a few years. Cingular doesn't charge you to make payments either. Some companies do that too.
Verizon doesn't either 😁
BetterThanJake said:
The overall scores were:
#1 T-Mobile 108
#2 Verizon 104
#3 Nextel 103
#4 Alltel 100
#5 Cingular 95
#6 Sprint 93
http://www.rcrnews.com/news.cms?newsId=22953
Pats on the back from JD Power are always nice, but the important thing is, what exactly are T-Mobile and Verizon doing in customer service that consistently makes them so good, and what exactly are Sprint and Cingular doing in customer service that consistently makes them so bad?
Any hardcore CS veterans out there with any thoughts?
Google-ing it, the spread from top to bottom on the JD Power scores from two years ago was 18 points. This year its 15. So things havent really tightened up much. We still got plenty of bonehead CS goin on out there.
VZWVan said:BetterThanJake said:
The overall scores were:
#1 T-Mobile 108
#2 Verizon 104
#3 Nextel 103
#4 Alltel 100
#5 Cingular 95
#6 Sprint 93
http://www.rcrnews.com/news.cms?newsId=22953
Pats on the back from JD Power are always nice, but the important thing is, what exactly are T-Mobile and Verizon doing in customer service that consistently makes them so good, and what exactly are Sprint and Cingular doing in customer service that consistently makes them so bad?
Any hardcore CS veterans out there with any thoughts?
Congratulations to Tmobile for being the Top in Customer Service. In my eyes, they have been the best in customer service for a few years....
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Buckock said:
lol...the Verizon tag line kills me. "Can you hear me know" if they supposedly have the "best coverage" why does the guy have to keep asking if he can hear him now?
*In a whispered tone* Probably 'cause it's make believe.
muchdrama said:Buckock said:
lol...the Verizon tag line kills me. "Can you hear me know" if they supposedly have the "best coverage" why does the guy have to keep asking if he can hear him now?
*In a whispered tone* Probably 'cause it's make believe.
LOL... I guess B thinks the Verizon guy is real and not a character. 🙂
Obviously he should be asking, "can you hear me still?"
When you touch somebody, do you ask them "did you feel that?"
or
"Can you feel me now?"
Buckock said:
When you touch somebody, do you ask them "did you feel that?"
or
"Can you feel me now?"
Wow... that'd sure be a bad thing to have to say to a girl 'in the moment'. 😁
Maybe you should write commercials for a living instead of the expensive ad company they are paying now.
VZWVan said:
Pats on the back from JD Power are always nice, but the important thing is, what exactly are T-Mobile and Verizon doing in customer service that consistently makes them so good, and what exactly are Sprint and Cingular doing in customer service that consistently makes them so bad?
Any hardcore CS veterans out there with any thoughts?
Well, I've worked for both SprintPCS and T-Mobile. I can tell you, I am NOT surprised by the results. At SprintPCS, when you get monitored, they didn't really care what you said or did, whether you gave accurate information, whether you helped the customer. They were actually impressed by the fact that I sounded NICE while speaking to a customer. They fou...
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Aleq said:...
TMo care rep here... 😎 I think we're doing so well because there is a clear mandate from our management to put customer satisfaction first, last and always, and they are doing an excellent job in supporting us with the tools we need to do our jobs, as well as being extremely responsive to our concerns and soliciting our feedback which is used very quickly to change policies. Expectations are clear and communicated quickly, implemented fairly, and followup is also quick, whether it's an attaboy or a spanking. Information is disseminated quickly and in an easily accessible format. We get regular surveys on how systems can be improved, and we have access to a direct "suggestion box" type resource which allows u
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And it's not just CS, I am a retail rep and we are also supposed to be the best possible. We aren't allowed to say "No problem" or "Sure thing" or "Uh-hu." They want us saying "it was my pleasure" or "thanks for your business." The company is working hard to make every aspect of interaction with T-Mobile a pleasant one.
The scores are also weighted by categories like Customer Service, Voice Recognition, In-Store Assistance, Online Assistance, etc. So JD Power ranks customer service on every interaction not just on the phone. ...
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JD Power is like the Better Business Bureau. You pay to be a member and get a rating. JD Power can't just ignore Verizon and not list them and it could be seen as slanderous to rate them poorly for not paying for a membership.
Just something to think about
Vatothe0 said:
This is the first year Verizon didn't pay to be a member of JD Power. It's quite a bit of money too.
JD Power is like the Better Business Bureau. You pay to be a member and get a rating. JD Power can't just ignore Verizon and not list them and it could be seen as slanderous to rate them poorly for not paying for a membership.
Just something to think about
So...are you saying they got 2nd place (most likely) because they didn't pay to be a member?
It isn't very hard to make numbers look any way you like. When you only survey say 15 out of the top 100 markets and 3/10000th of the US population, things can sway very easily.
I have never "joined" the BBB for that reason. They want you to pay so they can recommend your business (if they really wanted to serve customers, wouldn't they recommend on history, service, etc. inst...
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texaswireless said:...
Bose 901 speakers got rated poorly by Consumer Reports because Bose wouldn't fork over a pair of them for free. It is not hard to believe a ratings company "changed" their guidelines to ensure Verizon did not rank highest. All they would need to do is survey markets in which they know Verizon is not doing well and drop some markets in which Verizon dominates.
It isn't very hard to make numbers look any way you like. When you only survey say 15 out of the top 100 markets and 3/10000th of the US population, things can sway very easily.
I have never "joined" the BBB for that reason. They want you to pay so they can recommend your business (if they really wanted to serve customers, wouldn't they
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http://liquidtheater.com/editorial_56.html »
http://caselaw.lp.findlaw.com/cgi-bin/getcase.pl?nav ... »
Read up on your history before just flatly disregarding statements.
texaswireless said:
It was very well documented back in the early 90's. Consumer reports took a beating for quite a while because of this issue.
http://liquidtheater.com/editorial_56.html »
http://caselaw.lp.findlaw.com/cgi-bin/getcase.pl?nav ... »
Read up on your history before just flatly disregarding statements.
Well documented? The first link takes you to an audio enthusiast forum. I couldn't read all 300 or so messages but I did read the whole first page didn't see anyhting about said case there.
The second link is a Supreme Court ruling on an appeal that Bose lost because they couldn't prove malice on the part of Consumer Reports. Also, nowhere in the cas...
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