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Sprint Continues to Make Gains in Wireless Customer Care Satisfaction

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Journeyman

The J.D. Power results released today show that while the other wireless carriers’ scores have either declined or shown very little improvement since the January 2010 survey, Sprint has made an impressive 10 point gain -- the only carrier to have achieved a double-digit increase in score in just one year.

Today’s J.D. Power study follows Sprint’s 11 consecutive quarters of improvement and comes on the heels of another recent third-party accolade. The January 2011 National Customer Service Survey from Vocalabs shows Sprint now leads all national wireless competitors across several phone-based customer service key metrics, including call satisfaction and first call resolution.

We’re not done and we’ll continue our aggressive fight to become the clear leader in customer wireless satisfaction overall.

  • Sprint has seen 11 consecutive quarters of improved customer satisfaction and first call resolution.

  • Sprint winning the #1 spot for both overall satisfaction for wireless voice service providers and wireless data service providers in a Yankee Group and Mobile Enterprise magazine survey of large business decision makers. Sprint also ranked high in small and medium business customer satisfaction.

The study surveyed wireless customers from July 2010 to December 2010 about their experiences with customer care within the last six months. It focused on several customer experience channels: Automated Response System (ARS) and then transferred to a live customer service representative (CSR) in one contact, CSR only, ARS only, walk-in (retail) and online. The study measures each carrier’s efficiency in these channels based on a number of dimensions, including hold times, interaction and ease of navigation.

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