Verizon tops in wireless survey, Sprint falls behind
Wed May 21, 2008 3:35PM EDT
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Chatters are growing happier with their overall wireless service, according to a new survey, with Verizon Wireless taking top honors and Sprint slipping into last place among the four big carriers. That said, overall scores for customer satisfaction fell somewhat short of the stratosphere.
The results come courtesy of the American Customer Satisfaction Index, which rates various industries and companies on a scale of 1 to 100 based on national phone surveys.
The scores? Overall wireless service garnered a 68, the highest score in the four years that the index has been tracking wireless satisfaction—not bad, but not exactly what I'd call an A+.
Verizon Wireless scored a 72 in the survey, giving it top marks among the four big wireless carriers. AT&T and T-Mobile both tied at 71, with AT&T gaining the most ground thanks to its four-percent spike since 2007 (thanks, in part, to the iPhone, according to ACSI researchers).
Meanwhile, Sprint's ACSI rating fell to just 56, an 8 percent drop from last year. What happened? Well, the struggling carrier's decision to slash 5,000 jobs last year—with another 4,000 to come—could have something to do with it, ACSI researchers said.
Just for comparison's sake, the spiraling airline industry got an ACSI score of 62 (tumbling almost 14 percent from 1994), the U.S. Postal Service got a 74 (up from a score of 61 in 1994), FedEx scored an 85, and both McDonald's and Microsoft made do with a middling 69.
How's your carrier been treating you lately? Care to grade 'em on your own scale of 1 to 100? Fire away!
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Comments on Verizon tops in wireless survey, Sprint falls behind
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27 Posted by mce415 on Thu Sep 3, 2009 7:13PM EDT Report Abuse
tahts weird about what everyone is sayin about sprint, ive had it for a while now and i get service just about everywhere especialy where no one else gets service, and the customer service is very good.
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28 Posted by eddief14 on Thu Sep 3, 2009 3:51PM EDT Report Abuse
I'm a Sprint PCS customer since April 2000 and I actually very satisfy with their service. I had couple of minor problems with them and I called their customer svc & they are really nice & took care of my problem rgt away. I even went into the Sprint store to get another problem fix & they are really nice & courteous also. Maybe I'm just lucky with them ?
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29 Posted by jp4jet on Thu Sep 3, 2009 4:42PM EDT Report Abuse
Cellular One in Beaumont, Texas became Centennial Wireless in the same location. Been with them since 1992 with only a few slight problems. Nothing serious. I hope they hang around for a while longer.
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30 Posted by seabuckle on Thu Sep 3, 2009 9:10PM EDT Report Abuse
ATT Pay as you Go works best for me. Have used it for 3+ yrs and never a problem. I only use it for calls and txt. For a 100 bucks a year or less its hard to beat and better rate than the new Verizon plan. The people I talk to most are on the same plan so we all talk for free for hours sans the buck a day, not calls, use charge. Why would anyone pay 30-100 bucks a month for a phone plan?
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31 Posted by brysonbellaccomo on Thu Sep 3, 2009 3:14PM EDT Report Abuse
A few years ago I had some major issues with Verizon but now after seeing they had the best coverage in my area, I went back and they have been awesome, I've even gotten some friends to switch, they have amazing customer service and don't seem to have huge fees that come out of nowhere and look like you're being charged for breathing.
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32 Posted by thatonechick22 on Thu Sep 3, 2009 10:02PM EDT Report Abuse
I have only had Verizon for a few months, but by far it's the best I have ever had! We just moved from Oregon to Wyoming, and most of the trip I had service! Most of the trip was full blizzard mode and I was still able to use it when ever I wanted! I could not even get Sprint to work for me in the living room of my old house!
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33 Posted by basses50 on Thu Sep 3, 2009 3:02PM EDT Report Abuse
I recently switched over to Verizon from T-Mobile. T-Mobile was great in the Phoenix area until I moved to another part of the country and then had problems with range and connection. Switched over to Verizon and have been very happy with the company AND my connection, etc. so far.
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34 Posted by bs_unique360 on Thu Sep 3, 2009 3:14PM EDT Report Abuse
I seriously feel as though I am the only one who has had bad experience with AT&T's signal service. When i am at home i need to roam around to get a signal, maybe even resort to going outside. Almost no one calls a house phone anymore, so obviously it's really bad to not have a signal at home. Everywhere else is okay i guess. And no it isnt my phone, ive had a couple and its the same ol' same ol'.
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35 Posted by landin909 on Thu Sep 3, 2009 4:56PM EDT Report Abuse
I could say many bad things about Sprint, from really bad connections to terrible customer support. However, I've had Sprint for the last 6 years and I get pretty good discounts, and an increase of bill spending up to $900 with me being late once in a while. I got good deals on phone upgrades such as the HTC touch for $99 without signing another contract, and now they've just added the Everything plan for $99/mo. which includes unlimited calling, text messaging, web browsing, sprint tv, etc, etc. Im not 100% satisfied with the HTC Touch but I'll keep it until the HTC Diamond comes out.
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36 Posted by luckysmydog on Thu Sep 3, 2009 6:59PM EDT Report Abuse
I suffered with Cingular for 2 years, I gave up and went to Verizon just as they were being bought by At&t. They promised all my problems would be solved--I couldn't take another promise from that company--Oh and I lived in a neighborhood in San Diego, not the middle of nowhere. Zero service in that area, same with my sister who also had formerly-cingular. But when I complained about it they wanted me to file a report, nothing about the fact that I paid to RECEIVE phone calls. A year with Verizon--The difference is night and day. Clear phone calls, receive the phone calls, hear the phone call. It's not rocket science, At&t. F-you.
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37 Posted by tazzubek on Thu Sep 3, 2009 9:57PM EDT Report Abuse
I have had Verizon for several years and have been very pleased with the service. I had AT&T many years ago and they were horrible. Both wireless service and customer service were a joke with AT&T. I've heard complaints about just all other wireless phone companies so I'll stay where I know I can get what I need and want without any hassle.
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38 Posted by thcibian on Thu Sep 3, 2009 10:02PM EDT Report Abuse
sprint doesnt have a bunch of dinky popular phones that break in 2 months. thats why they get the lower score. As far as service no one can compare to them. Ive never dropped a call in 6 years of service. Customer service is fine too. Don't get where you can get over charged 50k. sounds a lot like a bankrupt business trying to get money for a bill they never paid.
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39 Posted by retaliate1st on Thu Sep 3, 2009 8:36PM EDT Report Abuse
verizon customer for 3+ years. i am thoroughly satisfied with their service and decent customer support. i previously had cingular which was terrible across the board
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40 Posted by trowan7612 on Thu Sep 3, 2009 10:21PM EDT Report Abuse
I pretty much agree with the survey. I recently switched to Verizon after US Cellular, in my opinion ripped me off by selling me junk phones. I was so upset with my phones I turned them over to the Better Business Bureau.
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41 Posted by thcibian on Thu Sep 3, 2009 10:02PM EDT Report Abuse
theres nothing wrong with the service of sprint lol. If you are having problems with roaming or dropped calls its not sprints service. its your phone. go get a new one and quit dropping yours on the ground lol.
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42 Posted by tomasandimac on Thu Sep 3, 2009 10:14PM EDT Report Abuse
I've been with Verizon for many years and am very happy with it too. I also love their wireless USB gadget for my laptop, it's super!
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43 Posted by bshmarine on Thu Sep 3, 2009 3:14PM EDT Report Abuse
I have been a happy customer of Alltel for over ten years. Coverage has been excellent, even during Hurricane Ivan in 2004 we only lost cell contact a few hours when others were out for days. We have traveled from FL to the Chesapeake Bay on our sailboat and had great cell reception excepth when we were over 20 miles offshore. The same when driving back to CA, we lost cell in the deep canyons east of San Diego. My only complaint is the size of the new phones. For a 69 YO with athritis in my hands, the buttons are too small.
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44 Posted by batgirl2779 on Thu Sep 3, 2009 3:02PM EDT Report Abuse
BTW just so you guys know, iphone does not offer insurance because its an apple. I hear the touch screen breaks often and is expensive as heck to fix. Go for the Verizon and get the Voyager or the glyde its adorable. Tiny! Same about as my slvr just not as thin
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45 Posted by chocomog4000 on Thu Sep 3, 2009 3:23PM EDT Report Abuse
at&t is decent; their rating suits them well
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26 Posted by himcoke on Thu Sep 3, 2009 4:19PM EDT Report Abuse
There's good reason why T-Mobile has swept (yes, swept) the JD Power awards 5 years running (including this year). They're tops in the industry. While I think these consumer surveys have their place, they're not very scientific as they ask a consumer to assign arbitrary values that aren't standard. The Power awards use an actual metric.