ACSI Survey Ranks Verizon, T-Mobile First in Customer Satisfaction

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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%.

Methodology
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.

Source: ACSI

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