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FierceWireless.com: American Customer Satisfaction Index survey finds Sprint sharing lead with Verizon

May 17, 2011

This is fantastic news for Sprint customers!  Now there are 3 recent customer satisfaction surveys ranking Sprint at or right below the top.  (J.D. Power and Consumer Reports each had similar rankings at the end of 2010.)  Quite a reversal of previous results!  Note the much higher satisfaction results for all the prepaid companies!

Significant quotes from the article below:

  • … smaller carriers outpaced the Tier 1 operators.”
  • … carriers such as MetroPCS (NYSE:PCS), Leap Wireless (NASDAQ:LEAP), TracFone and U.S. Cellular, which are in the “other” category of the ACSI’s survey, the score was 77.”
  • Among the Tier 1 carriers, Sprint Nextel (NYSE:S) and Verizon Wireless (NYSE:VZ) led the way with scores of 72.”
  • Sprint’s score represents a dramatic improvement from 2008, when it had an all-time-low score of 56.  Sprint received scores of 63 in 2009 and 70 in 2010.”
  • In contrast to the upward trend Sprint is on, AT&T Mobility (NYSE:T) and T-Mobile USA did not fare as well, according to ACSI.  T-Mobile’s score dropped 4.1 percent from a 73 in 2010 to a 70 in 2011, a five-year low.  AT&T’s score dipped 4.3 percent from a 69 in 2010 to 66 this year, its worst score since 2006 …
  • Claes Fornell, business professor at the University of Michigan, is quoted in the story saying, “It is common to find a reduction in customer satisfaction after mergers, but it is rare for customer satisfaction to drop ahead of a merger.”

To see more details on the survey and the carriers’ yearly scores, go here.
JC


May 18 update:
http://www.usatoday.com/tech/news/2011-05-17-cellphone-satisfaction_n.htm – Two quotes from the USA Today article:

  • “Sprint’s score includes subsidiaries Boost Mobile and Virgin Mobile, which sell plans without two-year contracts.”
  • “Cellphone-company mergers bring struggles to combine billing systems, customer support and other functions.  Snags can frustrate consumers.  One reason Sprint had the worst score in the industry for many years was its disastrous merger with Nextel in 2005.”

JC


http://www.fiercewireless.com/story/customer-satisfaction-survey-finds-sprint-sharing-lead-verizon/2011-05-16

Customer satisfaction survey finds Sprint sharing lead with Verizon
May 16, 2011 — 4:58pm ET | By Phil Goldstein

For more:
– see this ACSI release
– see this ACSI commentary

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