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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  • 6 Posted by jonwellin on Thu Sep 3, 2009 4:40PM EDT Report Abuse

    I have verizon, and the only problem I have with them is the calling plans. They could be a little more flexable with plans.

  • 7 Posted by polyester06 on Thu Sep 3, 2009 8:16PM EDT Report Abuse

    I've never had a good experience with AT&T customer service. The only reason I'm sticking with them is because of their coverage and how good my phone's quality is. The personnel I've talked with... ehhh... why am I paying for a bill again?

  • 8 Posted by rjr2066 on Thu Sep 3, 2009 8:42PM EDT Report Abuse

    I have had Sprint since the late 90's. At the beginig the coverage was bad but so was most carriers. For the last 5 years I haven't had a problem with coverage anywere in the US.The times I have called customer service I got right thru and the question or problem was resolved on the first call. Maybe Iam just lucky but I am happy with Sprint. RJR

  • 9 Posted by purple.heys on Thu Sep 3, 2009 8:22PM EDT Report Abuse

    I've been with AT&T since 2002, when they were Cingular. I've had dropped calls, but it's not a regular occurance. I love their service and I've been fortunate to own an array of phones in that time. On a scale from 1-100, I'd give them a 75.

  • 10 Posted by yooperjer on Thu Sep 3, 2009 10:57PM EDT Report Abuse

    I am right there with you RJR. I have had sprint for about 8 years now and the only time I had problems with dropped calls was with my old star tac. The did mess up my bill once but one phone call solved it. I am very happy over all.

  • 11 Posted by dssmithusa on Thu Sep 3, 2009 3:49PM EDT Report Abuse

    Alltel rates 100 with me. I've never had a problem and coverage is great. Tired of there adds though.

  • 12 Posted by jclark3362 on Thu Sep 3, 2009 4:30PM EDT Report Abuse

    When in the world are we (the U.S.of A)going to come out of the stoneage. You only need to go to any third world country to learn how a woefully behind we are here in the states.We are putting robots on Mars and we can't get a tower signal half the time. Whoa, and let's not even talk about dropped calls and cutting in and out! Has any of these CEO's ever heard of a satelite? If we did our job like they do their's, we would all be looking for a job tomarrow. For the cash we dish out for phones and internet I think we deserve better. A lot better!!!!(I have Verizon by the way).

  • 13 Posted by jclark3362 on Thu Sep 3, 2009 4:30PM EDT Report Abuse

    Just got done trying to talk to Alltel. Jeez! What kind of morons do they take us for. The first question I asked was what their coverage area was and we were off and running. Telesales circle babble. In short he couldn't or wouldn't tell me. If you give me your zip code I can tell you if you've got coverage.(Hey Nimrod, I know I have coverage at my house, but in addition to owning a house I also own a car and have been known to "go places" what "places" can I go and use my phone?). Ans:If you give me a zip code I could tell you that. I felt like going to the post office grabbing the zip code book and starting with the A's. Instead I just gave up and hung up.

  • 14 Posted by mcraesheri on Thu Oct 1, 2009 10:04PM EDT Report Abuse

    I have been dealing with Rogers service for both in home phone and my cell phone use. Lately I have been diapointed with their service, I use the pay as you go plan for my cell, and many times I have been led to believe I was getting a good deal,which turned out to be wrong.Unused time was deleted when it was supposed to be carried over, and I have had my account depleted for the same time charge more than once.As for my home phone, I have been mistakenly over billed a few times now. As far as I can see they are really slipping with their product accounts.

  • 15 Posted by randall2580 on Thu Sep 3, 2009 8:28PM EDT Report Abuse

    I had Nextel and was happy with it until Sprint bought it with the sole desire to kill it so far as I can tell. Switched to ATT from there and couldn't be happier. Have used my Blackberry all over the world including remote areas of South America with ease, changing plans as I go. ATT has been nothing but helpful every time.

  • 16 Posted by jonspalding on Thu Sep 3, 2009 4:40PM EDT Report Abuse

    I switched to sprint and pay $107 per month because I now save save $70 a month over verizon for a plan that includes unlimited minutes, data, etc. The coverage is bad so I set my phone to "roaming networks only" and it works perfect everywhere ( I think it roams back to the verizon network ) . The catch is my plan does not charge extra for domestic roaming so it works for me.

  • 17 Posted by bkhoste on Thu Sep 3, 2009 3:08PM EDT Report Abuse

    I have had Sprint for 10 years and have had zero problems. They even replaced a phone that I broke at no charge to me, I had the phone for over a year by the way. Customer service at the store I go to is great (Columbus, Ohio), but that does not mean that it is that way all over the country.

  • 18 Posted by sbridenthal on Thu Sep 3, 2009 9:06PM EDT Report Abuse

    Where I live I have two choices in carriers, ATT and Sprint/Nextel. Recently I switched carriers, from Sprint/Nextel to ATT, when my contract ends I will switch back to Sprint/Nextel. I have never had a dropped call with Sprint/Nextel, with ATT this seems to be a common thing. If I was to rate ATT on a scale of 1-100 I would give it a 3, and that is probably and over-rate!!!!!

  • 19 Posted by markhamlin1 on Thu Sep 3, 2009 7:07PM EDT Report Abuse

    I left Verizon a year ago because they were $150 more expensive a month than what T-Mobile was offering. I didnt realize there was so much difference in wireless service. I have never had so many dropped calls as I do now. I can count on one hand the dropped calls I had with Verizon, even on vacation in Mexico. I cant wait till my contract is up next month so I can switch back! I will miss T-Mobile as much as I miss my ex-wife!

  • 20 Posted by hogealn on Thu Sep 3, 2009 4:19PM EDT Report Abuse

    I have been using Tracfone for over seven years and haven't had any problems with the service. My only problem was customer service, however they have been getting much better. I have been in places where my boss had to use my phone because his didn't have service. I am happy. Myhog38

  • 21 Posted by hafidxlt on Thu Sep 3, 2009 4:15PM EDT Report Abuse

    I've been with Sprint for about 4 years. When i first got sprint it was ok then as the years progressed it got better and better. Sprint could be better in offering better and CHEAPER phones to keep up with the rest. As far as coverage i have no complaints. The EV-DO network is VERY FAST. Sincerely i think that the new Sprint CEO is going to bring good things to Sprint and make it excel to a higher level.

  • 22 Posted by captjsr on Thu Sep 3, 2009 3:18PM EDT Report Abuse

    After reading all the comments here it%

  • 23 Posted by j7j4t on Thu Sep 3, 2009 4:26PM EDT Report Abuse

    sprint is the worst ever. I guess i'm the dumb one staying with them for over ten years... well not for long i'm gonna leave as soon as the new iphone comes out. instinct or even if iphone came to their network(which will never happen) they just don't get it and won't even as they continue to go down the drain. It's to bad that after all the time i have given them the benefit of the doubt they are still the same played out company. why can't they figure it out? they obviously are just happy with the people they have caught up in ridiculous 2 year contracts. next stop for sprint is being bought out by another company. what a telephone mess.

  • 24 Posted by waynecwick on Thu Sep 3, 2009 10:41PM EDT Report Abuse

    The Sprint add with the CEO saying that unlimited service at 99 dollars is pretty cool somehow does not get it. Hey Mr. pretty cool CEO how about fixing the service also.

  • 25 Posted by madhrse78 on Thu Sep 3, 2009 7:02PM EDT Report Abuse

    Verizon is a mafia you have no choice but be part of the empire they control all the fiber optics so when you switch to another carrier theres problems so that appears that the new carrier is giving you bad service. I say bring in more competition and crack down on monopolies.

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