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T-Mobile Ranks Highest In Customer Satisfaction. Again.

Apparently the folks over at T-Mobile not only know how to provide wireless phone calls, but they know how to talk to you on the phone, as well. In Vocal Laboratories' study on the quality of customer service, T-Mobile scored all "A's".
Apparently the folks over at T-Mobile not only know how to provide wireless phone calls, but they know how to talk to you on the phone, as well. In Vocal Laboratories' study on the quality of customer service, T-Mobile scored all "A's".T-Mobile has a history of earning high customer satisfaction scores. The latest results from Vocal Laboratories will only add to it's collection of little plaques, trophies or whatever it is that's handed out for being able to please customers on a regular basis.

Vocal Laboratories rates both overall caller satisfaction and call completion - whether or not you can resolve your issue with a single call to the customer service center. The study is completed every quarter.

T-mobile competitors Cingular and Verizon Wireless tied for second place. They each earned an "A" for caller satisfaction, but a "B" for call completion. Sprint lagged behind badly, with scores of "C" and "D", respectively.

Even with Sprint dragging down the scores, customer service is improving across the board. "Having tracked these wireless telephone companies for over three years, we've seen a gradual trend towards better overall customer service," said VocaLabs CEO Peter Leppik. "The average satisfaction score for the industry today is well above where it was at the beginning of 2004."

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Brian T. Horowitz, Contributing Reporter
Samuel Greengard, Contributing Reporter
Nathan Eddy, Freelance Writer
Brandon Taylor, Digital Editorial Program Manager
Jessica Davis, Senior Editor
Cynthia Harvey, Freelance Journalist, InformationWeek
Sara Peters, Editor-in-Chief, InformationWeek / Network Computing