MINNEAPOLIS—The announced acquisition of rival T-Mobile will bring AT&T a more     loyal customer base, according to the latest study on phone-based customer     service quality conducted by Vocal     Laboratories Inc. (Vocalabs). In telephone interviews     conducted immediately following a customer service call, 73% of T-Mobile     customers interviewed in Q1 2011 said they would subscribe again to     T-Mobile’s service, as compared to only 62% of AT&T customers.

Among the four major wireless carriers tracked by Vocalabs, AT&T,      Sprint, T-Mobile, and Verizon, call resolution remains the largest     driver of customer dissatisfaction and disloyalty. One in three     customers industry-wide reported that their customer service issues were     not fully resolved. Vocalabs’ analysis shows that by being more     effective at solving customers’ problems, mobile phone companies could     improve loyalty by 12-13 percentage points.

This independent research is underwritten and conducted by Vocalabs on an ongoing basis to benchmark industry trends in phone-based customer     service. Results discussed here are based on 5,245 telephone interviews     conducted between October 2009 and March 2011.

About This Research

The     National Customer Service Survey (NCSS) compares     customer service quality for different companies in the same industry,      using survey data and call statistics from the companies’ customers. The     NCSS is underwritten and conducted by Vocalabs, independently of any of     the companies covered. Current syndicated research covers computer     technical support and mobile phone customer service.

Download a free copy of the Executive Summary here.      To subscribe to the full data set or to schedule an executive research     briefing, contact Vocalabs at mailto:inquiry@vocalabs.com,      952-941-6580, ext. 206.

About Vocalabs

Vocalabs helps leading brands improve customer service by     collecting timely, actionable feedback about customer service quality.      We interview customers immediately after a support call, retail store     purchase, or website visit while the memory of the experience is still     fresh. Using our powerful reporting and analysis tools, clients discover     and share insights to improve business decisions.