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NEW YORK, July 18, 2011—AT&T* ranks first among four wireless service providers surveyed** in customer loyalty in New York City. According to a Brand Keys, Inc. ranking, AT&T customers in New York City will demonstrate the highest levels of brand loyalty and engagement over the next 12 to 18 months. This achievement builds on Brand Keys’ findings earlier this year in its 2011 Customer Loyalty Index that AT&T ranked number one nationally in customer loyalty for wireless phone service.
In an effort to learn more about AT&T’s position on a local level, AT&T commissioned Brand Keys, a marketing research company and recognized leader in measuring customer loyalty, to survey customers of four wireless service providers in New York City and rate them on four loyalty and engagement drivers: brand reputation and product design; competitive, easy-to-understand calling plans; connectivity and performance; and customer service. In New York City, AT&T ranked highest overall with a No. 1 ranking in competitive, easy-to-understand calling plans, connectivity and performance and customer service and ranked a close second in brand reputation and product design.
AT&T wireless customers in New York City have access to the nation’s fastest mobile broadband network, the ability to talk and surf at the same time on its mobile broadband network, Rollover® minutes and access to more than 24,000 Wi-Fi hot spots, including locations in all 50 states***. AT&T is a pioneer in emerging technologies, offering a wide array of popular smartphones, tablets and other devices. And, it offers a broad choice of voice, data and texting plans, including unlimited nationwide calling plans priced among the most competitive in the industry.
“In a category where differentiation has been difficult to come by, and the definition of ‘technology’ has been changing at the speed of the consumer, it’s a real credit to AT&T that they’ve been able to meet customer expectations, and garner a number one loyalty ranking,” noted Robert Passikoff, Founder and President of Brand Keys, Inc. “We congratulate AT&T on its first place ranking.”
“Nothing means more to us than earning the trust and loyalty of our customers,” said Tom DeVito, vice president and general manager for AT&T in New York and New Jersey. “Providing an extraordinary customer service experience is a top priority of every employee at AT&T. We thrive on the loyalty of our customers.”
Another way to gauge customer loyalty is through customer churn and, in 2010, AT&T had the industry’s lowest total wireless churn in three of the four quarters. And, over the past year, AT&T’s wireless unit has recorded the fewest number of Better Business Bureau (BBB) complaints and received the lowest BBB complaint rate among the four largest national wireless carriers, contributing to an average national rating of A+.****
*AT&T products and services are provided or offered by subsidiaries and affiliates of AT&T Inc. under the AT&T brand and not by AT&T Inc.
** AT&T, Sprint, T-Mobile and Verizon Wireless.
*** Access includes AT&T Wi-Fi Basic. A Wi-Fi enabled device required. Other restrictions apply. See www.attwifi.com for details and locations.”
****As of March 1, 2011, AT&T was rated A+ by all 108 local BBBs in the U.S. Complaint rate as of Feb. 3, 2011.
AT&T Inc. (NYSE: T) is a premier communications holding company. Its subsidiaries and affiliates – AT&T operating companies – are the providers of AT&T services in the United States and around the world. With a powerful array of network resources that includes the nation’s fastest mobile broadband network, AT&T is a leading provider of wireless, Wi-Fi, high speed Internet, voice and cloud-based services. A leader in mobile broadband and emerging 4G capabilities, AT&T also offers the best wireless coverage worldwide of any U.S. carrier, offering the most wireless phones that work in the most countries. It also offers advanced TV services under the AT&T U-verse® and AT&T | DIRECTV brands. The company’s suite of IP-based business communications services is one of the most advanced in the world. In domestic markets, AT&T Advertising Solutions and AT&T Interactive are known for their leadership in local search and advertising.
About Brand Keys
Brand Keys is the global leader in brand equity, loyalty and engagement research. It provides Global 500 clients with predictive category and brand metrics in both B2C and B2B environments in 35+ countries. Brand Keys methodology is based on clinical psychology providing in-depth insights into both the rational, and, more importantly, the emotional factors that strongly bond consumers to brands
© 2011 AT&T Intellectual Property. All rights reserved. Mobile broadband not available in all areas. AT&T, the AT&T logo and all other marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies.
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