Wireless survey: Verizon earns top spot (again), AT&T slips

Once again, Verizon Wireless wins top marks from chatters in an annual survey of wireless carriers, while AT&T suffered the biggest drop of the big four U.S. operators. Still languishing at the bottom: Sprint, which nonetheless won the crown for "most improved."

As a whole, callers are happier with wireless service than ever, according to the University of Michigan's American Customer Satisfaction Index. In last year's survey, customers gave wireless carriers an overall rating of 68 out of 100; this year, the figure climbed to 69, making for a steady—if not awe-inspiring—three-year uptick.

The carrier with the highest ACSI rating: Verizon Wireless, with a rating of 74, up two from last year's rating of 72. Nipping at Verizon's heels is T-Mobile, which held steady with an approval rating of 71.

Next up: AT&T, which saw its ACSI rating dip from 71 to 67, the steepest drop (nearly six percent) of the four big U.S. carriers. What happened to AT&T? Blame the success of the iPhone, say ACSI researchers, who concluded that the influx of iPhone users and their "more intensive data needs" have put "a strain on the network," leading to "complaints about slow and spotty performance."

Bringing up the rear (again) is Sprint, with an ACSI approval rating of 63, up a sharp 13 percent from last year's rating of just 56. That's the good news; the bad news (for Sprint, anyway), is that ACSI believes that the spike is due to "many departing" customers, rather than "very satisfied" ones.

As I mentioned in last year's post, the American Consumer Satisfaction Index surveys a variety of industries, not just wireless. For example: the airline industry actually improved with an ACSI score of 64, up a couple of ticks from last year, while the U.S. Postal Service got a 74 (same as in 2008), and banks dipped to a still (and surprisingly) respectable 75. The lowest-rated industries? Newspapers and cable/satellite service, which tied for an overall 63 rating.

So, what do you think—agree with this year's ACSI ratings for the best wireless carriers? Who do you think deserves to be No. 1—or No. 4, as the case may be? Fire away below.

Related:
Wireless telephone scores [ACSI Web site]