FAIL: AT&T Gets Dead Last Place in Wireless Customer Satisfaction Survey
Bertrand Vasquez | Dec 01, 2009 | Comments 1
According to AllThingsDigital, the annual survey of wireless customer satisfaction from Consumer Reports found that AT&T ranked the lowest scores in just about every category [big surprise that is], and Verizon had the best and highest scores overall. Surveyed people complained about AT&T’s service availability, circuit capacity, dropped-call frequency, and voice service.
The survey was conducted in 26 US cities, and 50,000 people took part. AT&T had the lowest scores in 19 out of those 26 cities, including metropolises like New York and San Francisco.
Here’s how the overall satisfaction scores [pictured] break down:
- 1. Verizon – 75%
- 2. T-Mobile – 70%
- 3. Sprint – 67%
- 4. AT&T – 66%
When asked for comment, this is what an AT&T rep told AllThingsDigital about the survey:
“We appreciate and value all customer feedback. We learn from it and it helps us serve our customers better. Without question the surest indication of customer satisfaction is churn, or turnover. For the last quarter, our postpaid churn was just 1.17 percent.”
Blah, blah, blah. Why can’t AT&T just accept the fact that no matter what they say or try, they will always end up being the losers. This survey goes to prove that everyone dislikes AT&T. Even AT&T customers dislike AT&T and the only reason why most of them are still with the company is because of the iPhone.
This definitely will give Verizon a big confidence boost. Oh, and I guess this puts the score at Verizon-2, AT&T-0. Anyone wondering where Luke Wilson and its cheap magnetic board are to come up with some non-sense excuse to try to save AT&T from further embarrassment?
Filed Under: Miscellaneous
While there are few companies anywhere who can survive while indifferently shrugging its corporate shoulders at the needs or desires of its customers, AT&T continues to find ways to grow and prosper despite leaving tidal waves of disenchantment in its wake. They give the world an awful lot to not like.
Still, indifference is one thing, but it’s quite another to embrace a corporate tactic of foisting open disdain on customers. I’ve been on the receiving end of just such a tactic. The culprit was and continues to be AT&T.
I’ve never had the misfortune or desperation to have to engage AT&T for wireless services, but I’m in an area where there are scant few options for landline service. For years AT&T was my local telephone company, providing service that was steady, if unremarkable. For a very long time, that was good enough for me.
All of that changed in March of 2009. That was when I was talked into expanding my relationship with AT&T. That was when I discovered that after 15 years of measuring customer satisfaction for a living, I still had no idea just how spectacularly arrogant and incompetent a company could be.
I decided to document my experiences with them. I have posted the tale at:
http://www.iqsurvey.com/blog/?cat=6 . Fair warning; it’s a long story.
I’m not even a little surprised that this company has fared poorly in customer satisfaction rankings. What I am curious about is whether anyone else has been as badly abused as I have.