Consumer Reports Survey: AT&T Takes Last Place in Customer Satisfaction
Boy oh boy, it just keeps getting better for the carrier of the beloved iPhone doesn't it? AppleInsider learned recently that in a customer satisfaction survey via Consumer Reports, AT&T came in last place amongst the "Big 4" carriers in the U.S.The survey went through more than 50,000 readers spanning 26 cities. Out of those 19 cities AT&T ranked worst. Their overall score was 66, ranking worst in voice service, and average for messaging and web/e-mail. Customer service on the phone and via the Web ranked terribly, as did staff knowledge and whether the customer's problem was even resolved at all.
Verizon came in first ranking well in all categories that were covered: voice, messaging, Web/e-mail and customer service. Their overall score came in at 75.
Taking the silver was T-Mobile with a score of 70. While customers thought the carrier had average service, their customer support was found to be outstanding.
Sprint took home the bronze medal with a score of 67, with average service and below average customer support.
These recent issues has forced AT&T to start up an aggressive PR campaign, giving the carrier a chance to acknowledge customer complaints and address them.
Of course all this comes at a time when AT&T has been trying to fend off attacks from Verizon, who claims that they have a stark contrast in 3G coverage compared to AT&T's. This has sparked rumors of a Verizon-compatible iPhone to debut in 2010.
Despite the frustration with AT&T, the survey did find that 98 percent of users would buy the iPhone again.
chsoundman
December 03, 2009 at 7:44am
AT&T is kind of like Windows. Everyone tells them they have a crappy product/service and they [have to] realize they have a crappy product/service. But, instead of pumping money into R&D to fix the crappiness, they instead put all of their chips into marketing (PR) to try and convince people that their product/service is not crappy.
I would LOVE to have an iPhone but not at the expense of putting up with the worst cell phone carrier in the nation!
Ben
December 02, 2009 at 4:25pm
After having my iPhone since last May, I really haven't had too many problems with it/the service. The only major thorn in my side is the text plans, but in the day of text terrorism, I am finding my usage climb closer to that magical 1500 (I mean, come on, I have over 1200 roll-over minutes).
Home is in Toledo, school is in Bowling Green, and everywhere in between I have pretty good coverage given that it's Ohio. On that note, the only time I've totally lost coverage was when I had to go to some rural/podunk town for work one day. It was actually kind of nice... until I got coverage again... damn text messaging.
stevengu
December 02, 2009 at 4:08pm
I would not buy a new iPhone, unless they have it available on the Verizon network. Until then, I might just get an iPod Touch.
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