February 07, 2013
Verizon Wireless Gains in Call Satisfaction Following Improvements in 2012
By Mini Swamy
Since 2009, the going for Verizon (News - Alert) has been good, and has continued to receive accolades from its users for consistently good customer service. But there was one area that did appear a little shaky: customers found it difficult to reach an actual representative at Verizon customer service.
Results from the latest study on phone-based customer service quality conducted by Vocal Laboratories, Inc. (Vocalabs), indicated that this had been rectified previously, as there was significant improvement in customers satisfaction with customer service calls in 2012.
“In 2012 our survey data shows a big improvement in the ease of reaching a person at Verizon customer service, and that really plays to the company’s strength,” observed Peter Leppik, CEO at Vocal Laboratories, Inc. (Vocalabs).
Vocalabs specializes in building effective customer feedback programs designed to measurably improve the customer experience. It interviews customers of competing companies directly after a customer-service call.
The survey indicated that in telephone interviews conducted immediately following a customer service call during 2013, the percentage of Verizon respondents that expressed great satisfaction with the experience increased by 10 percent from 2011.
With this enhancement, Verizon customers were now able to solve their problems during their call much faster compared to previous years.
What was more satisfying for the company, however, was that while Verizon experienced gain in call satisfaction, AT&T was down by four points; Sprint (News - Alert) dropped one point while T-Mobile dropped three.
Apparently T-Mobile customers evinced greater difficulty reaching someone to talk to over the past two years.
Thus, according to the study, Verizon is performing well not only in phone contacts that originate in the automatic response system channel and subsequently transferred to a live customer service rep, but in phone calls made directly to customer service as well.
Results of the survey are based on 9,195 surveys completed between July 2009 and December 2012 by the National Customer Service, underwritten and conducted by Vocalabs, independently of any of the companies that figured in the survey.
Edited by Braden Becker