The American Customer Satisfaction Index has released its first quarter 2010 report showing how satisfied consumers are with the wireless carriers. Verizon and T-Mobile tied for the lead, but both Sprint and AT&T made gains.
Consumers satisfaction with wireless service in general has improved to 72, a new all-time high. This ranking has been rising since 2005.
Results by Carrier
T-Mobile’s results in the quarterly survey were up 3% to 73%, tying for the lead with Verizon Wireless, which dropped 1%.
Sprint had the largest improvement, gaining 11% to 70% a year after a similarly large 13% jump, pushing the wireless carrier from well below average to very close to the industry average.
AT&T improved its score 3% to 69%.
The American Customer Satisfaction Index uses customer interviews as input to a multi-equation econometric model developed at the University of Michigan’s Ross School of Business.
It factors in customer expectations, perceived quality, perceived value, customer complaints, and customer loyalty.