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."