Survey Says AT&T Scores Lowest in Customer Satisfaction

bp9801 - May 5, 2010 01:44PM in Mobile

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?