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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  • 1 Posted by nerd160 on Thu Sep 3, 2009 7:36PM EDT Report Abuse

    I agree with them about Sprint. Horrible service and even worse support. Their coverage maps are very innacurate and support won't explain why (they hung up on me once).

  • 2 Posted by guitarmunkey05 on Thu Sep 3, 2009 4:14PM EDT Report Abuse

    nerd said it. I had sprint for a couple of years. I can attest to their poor service, and TERRIBLE customer service. If sprint files for bankrupcy one day, it'll be me that has the last laugh!

  • 3 Posted by o2cmefly on Thu Sep 3, 2009 7:43PM EDT Report Abuse

    I've had verizon for a few years now, and have been quite happy overall with the service coverage. I would love to have an iphone, but won't even entertain the thought until there's a CDMA version offered by verizon. I won't touch AT&T with a 10-foot pole. Sprint? I'd rather have AT&T.

  • 4 Posted by hladney_13 on Thu Sep 3, 2009 4:19PM EDT Report Abuse

    I can definately believe that Verizon has increased. I've been a Verizon Wireless customer for about 6 years now and they've definately been at their best for the past couple of months, and I'm definately looking forward to continued high satisfaction from their customer service.

  • 5 Posted by guycozzi on Thu Sep 3, 2009 4:14PM EDT Report Abuse

    I have been with AT&T then cingular and now AT&T again for 9 years. ATT offers great customer service, good choice in plans and I have NEVER dropped a call.

  • 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.

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