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Customer satisfaction drops at both AT&T and T-Mobile

Posted: , by Ken N.

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Customer satisfaction drops at both AT&T and T-Mobile
Sprint CEO Dan Hesse must be smiling. According to the American Customer Satisfaction Index survey, both AT&T and T-Mobile have dropped in their satisfaction ratings. That leaves Sprint, which was in last place among the Big 4, tied for first with Verizon Wireless.

T-Mobile scored a 70 out of 100, down from 73 last year. And AT&T scored a 66, down from 69 last year. Sixty-six is AT&T's lowest score since 2006. And the proposed AT&T/T-Mobile merger may be to blame. Claes Fornell, a business professor at the University of Michigan, explains that customer satisfaction often drops after news of a merger.

Sprint experienced a similar drop in customer satisfaction following their merger with Nextel in 2005. The difficulty of combining large customer support and billing infrastructures lends to customer aggravation, and Sprint has spent years redeeming themselves. Even three years ago, they had a dismal ACSI score of 56. But today, after significant effort to improve their customer service, they are tied with Verizon at 72.

But AT&T's and T-Mobile's dips in customer satisfaction come before the merger has even been approved. So what does that tell us? Perhaps customers are just nervous about what the merger will entail. And we might see an even more precipitous drop in customer satisfaction when the merger is approved, and the real behemoth balancing act begins.

source: Yahoo! News

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posted on 17 May 2011, 07:12 1

1. remixfa (Posts: 13902; Member since: 19 Dec 2008)


concidering i get about 10 people a day that tell me how horrible the merger is and how much they hate ATT, im not suprised. Its all i ever hear from customers anymore.

posted on 17 May 2011, 13:53

10. vzw fanman (Posts: 1971; Member since: 11 Dec 2008)


not surprised. a merger that bring brings catastrophe.

posted on 17 May 2011, 08:12 1

2. snowgator (Posts: 3199; Member since: 19 Jan 2011)


Actually, I am surprised to see Verizon rate so high. I am used to AT&T being at the bottom, and Sprint is working tirelessly to become #1 in customer retention. But I am impressed a company as big, and with a reputation for being the higher priced option of the wireless companies, keeping their customers happy like Verizon seems to be. All the people I know in my area with Verizon seem okay with them, but pay more than I do. The reception is among the best, maybe that is the reason?

posted on 17 May 2011, 09:49

4. Mo (unregistered)


I have had Verizon, AT&T, Sprint, and now with T-Mobile. I can tell you that the best one out of all of them was Verizon. I never had a drop call and got service everywhere I went, with T-Mobile and AT&T that is not the case. I get 3G with 5 bars then EDGE with 3 bars every 40-50 sec. When I talk to my wife, we get disconnected at least twice. Not the best service in the world. Left AT&T for the same reason but now I’m stuck with T-Mobile for another year. Sprint was ok, the only reason I left them was because my bill was always messed up. When my contract is up I’m going back to Verizon, paying a little more but its better then getting disconnected every time I talk to someone and slow EDGE speed web.

posted on 17 May 2011, 11:56

7. Whateverman (Posts: 3189; Member since: 17 May 2009)


To be honest, I have never seen ATT at the top of any list except for most dropped call. Since I started working in the industry about 7 years ago, I had always seen ATT come in last or next to last. And Verizon was always consistantly at the top.

posted on 17 May 2011, 09:27 1

3. TKFox007 (Posts: 303; Member since: 02 Nov 2010)


I know people who left AT&T because they hated it and went to T-Mobile, so I know those people are going to be pissed to go back to to AT&T and aren't satisfied with T-Mobile at this point.

I wonder if they're going to allow those people who aren't satisfied, if the merger goes though, out of their contracts so they can go to another carrier.

posted on 17 May 2011, 09:54 5

5. JeffdaBeat (unregistered)


I am not all too convinced that AT&T is prioritizing customer satisfaction. When Sprint had the moniker of worst carrier around, they pulled out all the stops. They mad the plans cheaper, lobbied for better phones, and did a massive overhaul of their customer service. AT&T has done none of that. In fact, they've started limiting data on their wireless and now their wired side. And customer service hasn't changed one bit. And that's the biggest thing that frustrates me. You look at Verizon, Apple, And Google...these tech companies whose culture seems to flow at the same speed as the technology they sell. And then you have AT&T who seems to be run by the same old hats that ran AT&T Corporation back in the day. As if they can do whatever they want without any consequences. Well Sprint thought they could do that a few years ago... Can't wait to see how AT&T fairs next quarter...

posted on 17 May 2011, 10:54 1

6. kcombs (Posts: 245; Member since: 15 Dec 2010)


AT&T corporate is more worried about profit and selling shit people don't need, every time something changes it's always geared to more profit and to benefit the company not the customer. I'm getting a lot more calls for people wanting to cancel service then in the past..

posted on 18 May 2011, 10:52

14. ATTCallCenter (unregistered)


ATT is pretty much in it for the benefit of ATT and not the consumer. Our prices are the highest I believe, if you live where we sell landline products, we are forced to slam it down your throat until you get it. Half of this center will probably be fired because they demand this from us. The rules are non negotiable, so anything you want to do outside the limits can not be overriden even from a manager. If you are stuck, you are stuck, and ATT don't give a fuck. ATT is the devil

posted on 17 May 2011, 12:52

9. SavageLucy42 (Posts: 211; Member since: 24 Mar 2011)


I have considered waiting for all our AT&T contracts to run out so we can port to Verizon, but then I won't get my employee discount on service...

posted on 17 May 2011, 14:45

11. kellybl131 (Posts: 42; Member since: 19 Jan 2009)


Are you sure? Verizon has 95% of the same discounts as At&t and Sprint.

posted on 17 May 2011, 17:16

12. Auggie (unregistered)


What does this say about Americans if at&t continuously rates among the bottom in wireless carriers, yet people flock to them. It's kind of silly that anybody cares about what these surveys say if you ask me.

posted on 22 May 2011, 13:29

15. Rwehere (Posts: 1; Member since: 22 May 2011)


It says AT&T have crap customer service. If it wasn't for the fact that Tracfone didn't do so very well, that might not be the case, but seeing that probably more than 70% of tracfone's customers are on the AT&T network...that's right, all the senior grannies with their SVC phones are all happy with their product - huh? to please seniors is no mean feat.

posted on 22 May 2011, 18:16

16. Zdzicho16018 (Posts: 2; Member since: 22 Mar 2011)


I have T-Mobile right now and i've had it for 10 years now. It has gotten a little worse (crappy) and im really deciding on switching. Im looking towards Sprint because ive seen that their service and reliability improved. Can anyone help me out bc i really have no idea whether to switch or not and to were. I disike ATT so please no recommendations for that.... Thanks!

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