Sprint recognized again for customer service improvements
American Customer Satisfaction Index results? It was indeed, and now the reputed Gartner analysts, together with 1to1 Media, have given the carrier a CRM Excellence Award as well, for innovating in the field of customer satisfaction.
CEO Dan Hesse must be very proud of Sprint's performance and results in what he made top priority two years ago. The carrier was recognized at the Gartner Customer 360 Summit for implementing the ClickFox customer analytics, which measures performance across all channels - retail, web and call center - and leveraging these metrics into improvements to the overall interaction with customers.
1. oddmanout (Posts: 435; Member since: 22 May 2009)
funny how still to this day people wont switch over to sprint because of how they were in the past. people still lable them as the worst carrier with the worst customer service when in all reality, they have the best customer service i've experienced (better than t-mobile which to be honest isnt as great as its made up to be) and have an excellent network to back them up... if only people will start realizing this.
3. rwolf1984 (Posts: 518; Member since: 06 Jun 2009)
T-Mobile is absolutely the worst customer service...the sales team support (which is essentially customer service for the retail sales team) the worst. they are notorious for stealing sales from the store for themself to get their commission when its your sale for you and your store!!! Now there are instances where it has to be done that way.
10. pingpong (Posts: 145; Member since: 28 Mar 2010)
If someone goes to a store and doesn't buy a phone, goes to another store and buys the phone from the second rep, then there is no reason why the first rep should make commission if the sale wasn't closed. Doesn't matter if you are at Verizon, ATT, Tmo, or Sprint. Wireless Retail Rep for 3 years.
11. pingpong (Posts: 145; Member since: 28 Mar 2010)
Wait sorry rwolf I take that back, I misread your post. I totally agree with you. 3/4 of Tmo's CC is pretty dumb and not helpful at all. I hate having to fight care reps just to help my customer out.
2. ajac09 (Posts: 1367; Member since: 30 Sep 2009)
this article must have seen the latest post evo bills...
4. scorpio85 (Posts: 160; Member since: 16 Jan 2010)
Our customer service is better because of 2 reasons. First our new CEO Dan Hesse cracked the whip on us. Second is the fact that we dont have to be car salesman and bs the customers to sell our product. The plans and now phones even sell themselves. :)
6. paps511 (Posts: 33; Member since: 01 Mar 2009)
yeah, but why buy a car with no engine. at least the coverage isnt as bad as tmob
7. networkdood (Posts: 6267; Member since: 31 Mar 2010)
Sprint is still losing customers, but maybe 2nd Q results will be positive for the first time in years...
8. pattypatterson (Posts: 48; Member since: 28 May 2010)
sprint cdma isnt losing any customers its all the iden nextel customers who have left
14. CRICKETownz (Posts: 980; Member since: 24 Oct 2009)
I beg to differ...sign of Sprint CDMA customers pretty often.
5. Whateverman (Posts: 3191; Member since: 17 May 2009)
You gotta admitt Sprint dug themselves an extreamly deep whole. And being most improved is good but they are gonna need a little more then that to change the minds of those who have been burned and there were a lot. I'm glad to hear they are getting better but they need VZW and T-Mobile customer stype scores for some people trust them again. But good job Sprint!
9. de2philly (Posts: 31; Member since: 30 Jun 2010)
Very impressed with Sprint in the last 1-2 years... good job!
12. xtroid2k (Posts: 357; Member since: 11 Jan 2010)
I like sprint. Was a customer for 3 years. If I was to switch from verizon to another carrier it would be back to sprint. And I told people sprint will come back even in 2007 when they just almost callapsed
13. GoofyGirl_77 (Posts: 11; Member since: 09 Oct 2009)
I switched from AT&T last year and have now switched 7 other family members to the wonderful world of Sprint. We were all from various carriers and I have to say the Sprint customer service is top notch! I have NEVER had a problem reaching someone and having my issue resolved quickly. Contrary to the issues I used to have with AT&T!! I cannot even imagine switching to another carrier! I've personally had the PalmPre, HTC Hero and now the HTC Evo in the last year - all had their own little quirks with development issues but Sprint was right there to help!! THANK YOU SPRINT FOR A JOB WELL DONE!!!! ;)