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!

Related:
ACSI news 2008

 

Comments on Verizon tops in wireless survey, Sprint falls behind

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  • 46 Posted by gerridrury@sbcglobal.net on Thu Sep 3, 2009 4:08PM EDT Report Abuse

    I have been with AT&T for a long time now and am very pleased with their service. Remember, AT&T now is not the OLD AT&T, which did not have good service back in those days. The new AT&T's service, especially with Cingular being completely under their umbrella now, is much improved.

  • 47 Posted by kirbyjana on Thu Sep 3, 2009 4:51PM EDT Report Abuse

    MY FAMILY HAS HAD T-MOBILE FOR OVER 3 YEARS NOW AND THE SERVICE HAS BEEN OK. MY HUSBAND IS A TRUCK DRIVER AND COMPLAINS ABOUT NOT HAVING A SIGNAL IN A LOT OF PLACES WHERE OTHER CARRIERS DO HAVE COVERAGE. IF WE WERE TO CHANGE AND WE WILL SOON IT WILL BE TO VERIZON. THEY HAVE GREAT PHONES AND COVERAGE ALTHOUGH I WOULD REALLY LIKE IT IF THE APPLE IPHONE WERE AVAILABLE THROUGH ALL CARRIERS. THAT'S A GREAT PHONE!

  • 48 Posted by lissy156@sbcglobal.net on Thu Sep 3, 2009 6:54PM EDT Report Abuse

    I've had ATT for about 2 years now and have been very dissatisfied. I hardly get service anywhere! And I can't even make a phone call at my house because I never have any bars!

  • 49 Posted by chewys2bad on Thu Sep 3, 2009 3:23PM EDT Report Abuse

    I've had Verizon for over 5 years and LOVE it. Coverage is great, especially for my husband who is an OTR trucker. He needs service pretty much anywhere and gets it with Verizon!

  • 50 Posted by xxdemzxx on Thu Sep 3, 2009 10:53PM EDT Report Abuse

    I had sprint, the worst of all of them. My contract was over and I decided to cancel. Still after they said it was canceled, I received a $300 dollar bill!! Called them and they said they made a mistake. About a month later AGAIN I got another $300 dollar bill, and they were trying to say that I never canceled it in the first place. Now I have Verizon. I'm overall happy with there service coverage and customer service.

  • 51 Posted by batgirl2779 on Thu Sep 3, 2009 3:02PM EDT Report Abuse

    T-mobile isnt available in the entire state of North Carolina. I too have heard they are the poo for cell companies but they just arent big enough yet. I would have got them if they were here but thats the reason.

  • 52 Posted by saint_krakadyll on Thu Sep 3, 2009 9:00PM EDT Report Abuse

    Yes I agree Verizon will get Top Honors!!! The coverage is awesome. Sprint? Too many hidden charges!!! I wish Verizon would switch to GSM the only thing their phone are old school!!!

  • 53 Posted by vinevibez on Thu Sep 3, 2009 10:36PM EDT Report Abuse

    i disagree.. i have sprint. and love it. as far as reception its just as good as Verizon and lightyears better then AT&T and T-Mobile. ive had tmobile before and they are crappy. not too mention Sprint's prices are the cheapest around. Verizon is way overpriced. i pay about $45 a month and get 1250 anytime mins and unlimited everything else. ive head issues about sprints customer service before but i have yet to have one. ive had them about 5 years atleast. im also in the Bay Area so i dunno how coverage is elsewhere, but here, Arizona, Nevada, even in deserts while driving, if Verizon gets a signal then i do. and of course AT&T and T-Mobile wont at all cuz they arent that great.

  • 54 Posted by kblue1961 on Thu Sep 3, 2009 4:48PM EDT Report Abuse

    I love Verizon....they are always available to help and it is an actual person and not a machine. Believe it or not they are in the US and they speak English. I also have had wireless internet for about 6 months now.....haven't had the first problem with it. Kudos to Verizon and Thanks for allowing your customers to finally get their moneys worth!!!

  • 55 Posted by baon311 on Thu Sep 3, 2009 3:02PM EDT Report Abuse

    I've had AT&T when it was still Pac Bell, then Cingular, now AT&T. Service has always been decent. Love the rollover minutes. I hope all carriers stay competitive b/c it will them all better and cheaper through competition for our business.

  • 56 Posted by crazy4mydog on Thu Sep 3, 2009 3:30PM EDT Report Abuse

    I am literally counting the days until my contract is up with Sprint. The worst service ever. We always are having our bills messed up with unexplained charges. Not to mention the coverage area is a joke. While all my friends have great coverage, my crappy phone is lucky to have 2 bars. Just horrible. Needless to say, I am headed to Verizon as soon as I can!!! Oh yeah, and Sprint support hung up on us once too, sounds like a trend.

  • 57 Posted by christinet8504 on Thu Sep 3, 2009 3:24PM EDT Report Abuse

    Ive had TMobile for 4 years now and I love them. Ive had problems in the past, but the reps always comped me so I was ok with it. If they screw something up, they fix it fast and (at least with me) seem to always make it worth your time to deal with them. Ive refered friends from AT&T, Sprint, and Alltel. AT&T is the worst - their customer service reps are horrible. Everything takes so long to fix because they have crappy outsourcing. And Alltel has shoddy coverage (at least in Texas).

  • 58 Posted by johny633 on Thu Sep 3, 2009 4:39PM EDT Report Abuse

    Took Verizon to FCC (what a joke they were). Verizon said I never complained and couldn't find the two (2) hour phone call I had with them to repair the problem, which they never did. They rate good because complaints do not exist.

  • 59 Posted by joebfootball on Thu Sep 3, 2009 4:38PM EDT Report Abuse

    Verizon first??? I rate them the worst. It took them five months to quit billing me!!! I signed up for fios the day after christmas. A few days later they sent me a phone and equipment for the internet. I then received a letter stating they don't service my area. I immediately called comcast. They did service my area. I called verizon back told them i received a letter about no service in my area. Verizon informed me send everything back and you will not be billed! A long 5 months later they finally cleared my account. I called them over 20 times. Awful customer service.

  • 61 Posted by desjosh2002 on Thu Sep 3, 2009 3:41PM EDT Report Abuse

    Ever since I have had Sprint my monthly bills have steadily increased! A family plan that was supposed to be no more than $99 a month has become $170. Go figure and nobody at sprint seems to know why!!! I'm definatly gone!!!

  • 62 Posted by fmurso on Thu Sep 3, 2009 4:01PM EDT Report Abuse

    Sprint/ Nextel, Nextel/Sprint...What a cluster...Customer Service whats that! I was told my service was terminated and was actually calling from the phone!!Can't wait for my contract to expire!

  • 63 Posted by kyle_roslund on Thu Sep 3, 2009 4:55PM EDT Report Abuse

    I've been a loyal Verizon customer for almost 10 years...and for good reason. I've never had problems. I will say that I probably pay 10-20% more than what the other carriers offer however.

  • 64 Posted by dixiedarlin2678 on Thu Sep 3, 2009 3:44PM EDT Report Abuse

    I have been with Cingular for 2yrs before they changed to AT&T, and since they bought out I have had nothing but trouble. We have dropped calls all the time and they can only tell me that I need to turn off my phone 3x to make it reconnect with the closest tower. When questioned on why this keeps happening in when I am still and not even moving they have no answer. My family in New York have Verizon and they say they love it. Verizon is just now caring my area so as soon as my contract is up with AT&T I am going to make the switch.

  • 65 Posted by lynjy20 on Thu Sep 3, 2009 7:01PM EDT Report Abuse

    Sprint has the nicest customer service.mistakes are also coming from us because we don't keep on track on our usage and on our bill.after which after a year or more than a year.we called in yelling,shouting and complaining to those customer specialists who are willing to assist us but here we are insulting and saying all those profanities to them.sprint has a good a service.best customer service.there are some flaws though but nothing is perfect,right !..

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