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Survey Says AT&T Scores Lowest in Customer Satisfaction

Category: Mobile
Posted: May 5, 2010 01:44PM
Author: bp9801

Typically, customer satisfaction does not always apply to wireless companies, and from the looks of a recent survey, that is especially true for AT&T. Recently, ChangeWave Research conducted a survey of the four major wireless carriers, AT&T, Verizon, Sprint, and T-Mobile, to see how satisfied the customers are with their wireless provider. AT&T scored the lowest with 23% of the group very satisfied and 22% unsatisfied. Verizon scored the best, with 49% of the group very satisfied and only 6% unsatisfied. Sprint was second best with 35% very satisfied and 12% unsatisfied while T-Mobile scored just above AT&T with 23% very satisfied and 15% unsatisfied. Those numbers are kind of shocking when you look at them side by side.

In the same survey, dropped calls were reported. AT&T again took the top spot in this group, with an average of 4.5% dropped calls among survey takers. AT&T's rate also appears to be increasing while the other three carriers seem to be on the decline. Verizon scored the lowest at roughly 1.5%, then Sprint at about 2.7%, and T-Mobile again took third at roughly 3%. AT&T reps disputed this claim by stating that people only reported a dropped call 1.44% of the time and that its service continues to be the fastest 3G network out there with near best-in-class call retainability. Also in this survey, only 8% of the group wanted to switch carriers from AT&T with 7% wanting to switch from Verizon.

I know we have people using all the major carriers here, what are your thoughts on this survey and is it fairly accurate from your experience?



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JBags on May 5, 2010 02:22PM
I have AT&T, and i have never had a dropped call, and I typically have full bars everywhere I go, except certain places underground( like the lowest floor of my college's Science building) My only beef with AT&T is there lack of Android smartphones (namely the Milestone), cause I want one, but I don't want to have to switch carriers..
ClayMeow on May 5, 2010 09:09PM
Come to NYC or any heavily-populated metropolitan area. It has improved, but still isn't perfect.
Munkypoo7 on May 6, 2010 04:03AM
I've got ATT in Miami and It's awesome, no dropped calls (yet) and snappy 3g speeds for my iPhone...Now my mom and Sprint.. thats a cluster-bleep- every 5th call is dropped, how they got lower than 3% is mind boggling when for my mom alone it's 10-20% of the time...(yes it's only ONE case but still, she can't be the ONLY one...)
sYstEmATiC on May 5, 2010 03:28PM
I've never owned an AT&T cell phone but I had an AT&T ground line for about 5 years and never had any issues with the service. We had AT&T DSL (6mb/1mb) for 2 years and no issues with it either. We had some problems with the phone lines in the house, unrelated to them, and they fixed it free of charge. within a week.
Guest comment
spl on May 5, 2010 07:31PM
I have had Verizon for a couple years now, my only complaint is the phone selection it terrible imo. And they are slow releasing new phones.

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