Wireless customer satisfaction falls

Overall wireless customer satisfaction slipped, and even market leader Verizon Wireless took a hit in the most recent Vocal Laboratories’ quarterly survey of wireless customer satisfaction.

Verizon Wireless fell from an ‘A’ to a ‘B’ in overall customer satisfaction but still topped T:Mobile and Cingular, which both had ‘B’s in customer satisfaction but fell to ‘C’s in call completion. Sprint stayed at an overall ‘C’ in customer satisfaction and a ‘D’ in call completion.

Verizon retained its ‘B’ in call completion.

"While overall performance remains lackluster, the quality of customer satisfaction among these carriers has improved over the last two years by a statistically significant amount and a greater percent of calls are now being handled entirely by automated systems,” said VocaLabs President Peter Leppik, in a prepared statement. “But there are notable inconsistencies among the four companies which indicate that some are dong a better job of delivering quality service while keeping expenses manageable.”

VocaLabs conducts its SectorPulse surveys quarterly from a sample of customers drawn from 85,000 volunteer participants.