A survey recently released by the American Customer Satisfaction Index (ACSI) revealed that cell phone subscribers are almost equally satisfied with their carriers. Whether consumers are using Sprint, Verizon, T-Mobile or AT&T, they are generally reporting the same levels of satisfaction.
Sprint earned the top score with 71 points out of 100, followed by Verizon wireless with 70, while T-Mobile and AT&T each earned ratings of 69. Out of the four companies, AT&T was the only one to earn a better score than last year, with a 4.5 percent increase. Sprint and T-Mobile dropped just slightly, with a 1.4 percent decline. Verizon wireless, on the other hand, fell by nearly 3 percent.
Interestingly, alternative carriers, such as TracFone and U.S. Cellular, performed better than the national giants with a collective score of 76.
Sprint earned the top score thanks to its high ratings in customer satisfaction and loyalty. The survey revealed that Sprint is the only national service provider to experience improving customer loyalty scores, and it also earned high marks for its customer call center.
"What I preach to all of my team is to treat customers like they're family members," said Alex Alum, store manager in South Miami Beach, Florida. "The better a customer feels when they leave the store, the more referral business they're going to bring to us. And long-lasting relationships come from great customer service."