Verizon Wireless Makes Significant Improvements in Customer Service in 2012

  Verizon Wireless Makes Significant Improvements in Customer Service in 2012

         Vocalabs' Study Shows AT&T, Sprint, T-Mobile Down from 2011

Business Wire

MINNEAPOLIS -- February 6, 2013

Verizon Wireless made significant improvements in customers’ satisfaction with
customer service calls in 2012, according to the latest study on phone-based
customer service quality conducted by Vocal Laboratories Inc. (Vocalabs). In
telephone interviews conducted immediately following a customer service call
during 2013, 73% of Verizon customers surveyed were “Very Satisfied” with the
experience, up from 63% in 2011. Sixty-one percent of AT&T customers surveyed
gave the experience their top rating, down four points from 2011; while Sprint
dropped one point to 62%, and T-Mobile dropped three points to 55%.

“Our survey data goes back to 2009, and Verizon has had the best-rated
customer service representatives every year, but Verizon customers often
reported it was hard to reach a person” said Peter Leppik, CEO of Vocalabs.
“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

About This Research
The National Customer Service Survey (NCSS) tracks customer service quality in
several industries, using telephone interviews conducted with a customer
immediately after a customer service experience. Statistics in this press
release are based on 9,195 surveys completed between July 2009 and December
2012. The NCSS is underwritten and conducted by Vocalabs, independently of any
of the companies covered.

Download the Executive Summary by visiting To subscribe to the full data set,
contact Vocalabs at, 952-941-6580, ext. 205.

About Vocalabs
Vocal Laboratories Inc. (Vocalabs) specializes in building effective customer
feedback programs designed to measurably improve the customer experience. We
use a combination of immediate live interviews and panel research to collect
customer feedback tailored to each client's business goals. Our reporting
tools serve the entire client organization, from executives to front-line
customer service, and our unique expertise ensures ongoing improvement. Learn
more at

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Rob Jackson, 952-941-6580, ext. 205
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