Which Wireless Brand Ranks Tops for Customer Satisfaction?

Susan Gunelius — Sat, 24 May 2008 19:36:10 +0000

Verizon Wireless nabbed the top spot in a survey of wireless customers conducted by the American Customer Satisfaction Index. But don’t go running to change your wireless provider just yet. Turns out Verizon Wireless only scored a 72 out of a possible 100 points, just 1 point above AT&T and T-Mobile’s scores of 71 each.

Now, if your wireless carrier is Sprint, that’s another story entirely. Sprint scored an embarassing 56 (an 8 point drop from last year).

What do you think? Would you give the Verizon Wireless brand a 72? How about AT&T at 71? When I had AT&T wireless service several years ago, I think I would have rated them about a 5.

By the way, the wireless industry overall received a rating of 68, which is the highest score it’s ever gotten (it’s been tracked for four years now). Thank goodness for small improvements, but come on! When I went to school, a 68 (or even a 72 for that matter) was far from something to be proud of. Wouldn’t those grades equate to a C or worse? Sounds like these brands need to make some changes to boost their customer satisfaction scores and their brand images and reputations at the same time!