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The crown for biggest customer satisfaction improvement in the last two years goes to Sprint

Posted: , by Daniel P.

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The crown for biggest customer satisfaction improvement in the last two years goes to Sprint
The ACSI measures the cream of the crop across some 44 industries in overall customer satisfaction. Its 2010  survey reveals that Sprint's total score has increased with 14 points, more than any other company, for the last two years.

Industry analysts also like what they see as the company keeps costs in check, increases customer satisfaction, and introduces innovative services and handsets such as the HTC EVO 4G. These also bring an expected improvement in another aspect of Sprint's business – its two-year Reputation Pulse score, compiled by Forbes, has increased by 18 per cent, placing Sprint in the top 10th percentile from some 150 companies.

Dan Hesse, Sprint's CEO, sees the results as a confirmation that the company is on the right track to offer the best value for money compared to Verizon and AT&T. Improving customer care with a jump in “first call resolutions”, simplifying the plans' structures, and a better retail experience are all cited as the reasons for Sprint's stellar performance in increasing customer loyalty.

source: Sprint

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posted on 20 Oct 2010, 01:47

1. tiolawa (Posts: 115; Member since: 05 Dec 2009)


GO SPRINT!!!

posted on 18 Jun 2010, 05:45

2. deejh (Posts: 34; Member since: 14 Apr 2010)


This is good news for sprint....I am a new customer with sprint and have been so since 6/4/10 when i ditched att and apple for sprint and the htc evo (awesome). I had a couple of customer service issues and questions which were quickly answered by Michelle of sprint cs. I do not regret my decision at all and am proud to say that I am a Sprint customer.......

posted on 18 Jun 2010, 06:17

3. merkeke (Posts: 62; Member since: 03 Jan 2009)


well when you hit rock bottem, the only place to go is up.

posted on 18 Jun 2010, 07:15

5. lookitdisguy (Posts: 32; Member since: 09 Dec 2009)


I agree.. Sprint has always been known to have horrible customer service so an improvement is nice but nothing to get too excited for..not yet at least...

posted on 18 Jun 2010, 15:30

7. android#1 (Posts: 74; Member since: 12 Jan 2010)


true, but realize that it didnt win for best customer service, but for IMPROVED! so they are on the right track, just have to see if they keep it up. Thanks for stating the obvious though

posted on 18 Jun 2010, 06:53

4. JeffdaBeat (unregistered)


That's great...but the key is having customers think that. You can win all the awards in the world, but at the end of the day, you have to retain customers and hopefully gain a few as well...I hope the end of this quarter we see Sprint turn around...

posted on 18 Jun 2010, 08:37

6. rwolf1984 (Posts: 518; Member since: 06 Jun 2009)


this is an amazing time for Sprint. I am so happy to be selling for them. I never thought I would say that. Dan Hesse is a baller and he's taking the company into a whole new direction...4G, Ready Now, it's phenominal

posted on 18 Jun 2010, 19:59

8. wade1968 (Posts: 224; Member since: 12 Apr 2010)


lol when your are that bad there is no where to go but away or up.

posted on 18 Jun 2010, 21:15

9. PhoneUser (Posts: 77; Member since: 11 Dec 2008)


It's not that Sprint is bad its that people bad mouth sprint for whatever reason and since most people only repeat what they hear, thats the impression they get about Sprint. I have a friend Sprint that hates Sprint cause "they messed up his bill" but in reality he messed up his own bill by not returning a broken phone when he got his replacement phone. Sprint was only don't their job but now have a"bad rep" cause he will talk bad about Sprint. That's what people do and it won't change cause people are ignorant.

posted on 19 Jun 2010, 06:54

10. tempdogg74 (Posts: 78; Member since: 04 Jan 2009)


I been with Sprint for like 13 years. I bought my very 1st cell phone with them and been with them everysince. I have Neva had a major bill issue with them. But the horrible foreign customer service use to drive me crazy. But they have the best plans on the planet out of the big 4 companies here in the states. And I been loyal all this time. I get 25 percent off my bills everytime I renew and I get yearly upgrades for both my phone lines. So I can say that Sprint has been making improvements in customer satisfaction and they are getting better phones in their lineup. I love my evo. So keep up the good work Sprint. And 4G Is a go in St LOuis but its limited right now just for the city area and I was able to use my evo on 4G. In one word Awesome.

posted on 19 Jun 2010, 11:54

11. downphoenix (Posts: 2389; Member since: 19 Jun 2010)


I have been working with Sprint for a good while. I can say, I have noticed a significant improvement in customer service. Our bosses are a lot harder and demanding of us than they used to be, and we have more strict requirements of how we are supposed to handle a call. Sucks for us employees, but its good for the customers, and it has helped us out in a little bit as I can say I have noticed a slight decrease in angry people calling in... real slight though. One thing that they need to fix is Picture Mail/Data usage. 90% of calls I get from customers that get data overage are people on the everything messaging plan that claim they were only using picture mail. Surely not ALL of them could be lying. If they would just implement a way to block the web button/email options without blocking the data required for picture mail, that would probably cut their costs on getting calls for this down significantly, I bet it will be better for them financially rather than haggle with the customer over data charges.

posted on 02 Sep 2010, 18:33

12. erik (unregistered)


How ironic... I've been with Sprint for years, and had always been a satisfied customer. Until the past few months. Sprint has been selling the Samsung Moment, a phone with a defect that they admit to knowing about, and promising a fix for the better part of a year. The problem is that the data connection can and will lockup during regular use, and this frequently disables the ability to make voice calls, send text messages, and be updated about voicemail until the battery is pulled and the phone is restarted What happens if someone needs to call 911 and is experiencing one of these data lockups? Critical time is wasted. When the HTC Touch Pro was identified as having a design flaw, Sprint rushed to proactively swap out HTC Pro owners handsets for a different model. In fact, this is how I got my Samsung Moment. I was happy that Sprint was stepping up and fixing a big problem. I wasn't quite as thrilled when I realized that they had traded me a new piece of garbage for an old one. Sprint has now washed their hands of this problem and essentially given their loyal customers the bird. For further information, please view the following message board threads:http://community.sprint.com/baw/thread/24237?start=0&tstart=0&reqsorting=dechttp://community.sprint.com/baw/thread/32744?tstart=0http://forum.sdx-developers.com/general-talk/this-is-what-they-said-about-my-data-lockup-issue/http://forum.sdx-developers.com/sprint/data-locking-up-not-getting-anywhere-with-customer-service-t ech-support-etc/

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