We're here to help  513.800.0360  [email protected]

Follow Loyalty360

close

Sprint's Two Year Improvement in American Customer Satisfaction Index Survey Largest Across All Industries

OVERLAND PARK, Kan., Jun 17, 2010—Sprint is the most improved company in customer satisfaction,      across all industries, over the last two years, according to results     from the 2010     American Customer Satisfaction Index.

“Sprint has made improving the customer experience our top priority,  and     the ACSI index improvement is one more validation that we are achieving     this goal,” said Dan Hesse, Sprint CEO. “We have focused on improving     customer care, enhancing the value of the retail experience by     introducing our “Ready     Now” device set-up and education service, and by simplifying our     rate plans through innovations like Simply Everything and Any Mobile,      Anytime.”

Sprint’s improvement was driven in part by substantial gains in two     aspects of the survey. In the area of customers’ perceptions of value,      Sprint now leads both AT&T and Verizon. The company also achieved an     impressive improvement in the area of customer loyalty. With these       gains, the company’s overall ACSI score jumped 14 points over the last     two years. In the last six years of the ACSI survey, no other company     has improved its satisfaction score by that many points in a two-year     period.

“With Sprint reducing its operational costs, improving customer     satisfaction, and differentiating itself in its marketing, we believe     that it will rebound this year more strongly than most people expect,”      said Carl Howe, director of Consumer Research at Yankee Group. “In       addition to its offerings of 4G services and iconic handsets such as the     new HTC EVO 4G, we see consumers returning to Sprint for one very     old-fashioned reason: Sprint’s working hard to earn their business.”

The improvements in the ACSI survey come as Sprint has seen nine     consecutive quarters of improved customer satisfaction and first call     resolution. The company’s improvements have also been recognized by     other independent third-parties, including Sprint     winning the #1 spot for both overall satisfaction for wireless voice     service providers and wireless data service providers in a Yankee Group     and Mobile Enterprise magazine survey of large business decision     makers. Sprint also ranked high in small and medium business customer     satisfaction. Also noteworthy was Sprint’s two-year Reputation Pulse(TM)      score increase in Reputation     Institute’s 2010 U.S. Most Reputable Companies Study (published     annually in Forbes). Sprint’s 18.22 percent gain puts its improvement in     the top 10 percent of the 150 largest U.S. companies, ahead of both AT&T     and Verizon.

The American Customer Satisfaction Index is a national economic     indicator of customer evaluations of the quality of products and     services available to household consumers in the United States.  The     overall ACSI score factors in scores from more than 200 companies in 44     industries and from government agencies over the previous four quarters.      The Index was founded at the University of Michigan’s Ross School of     Business and is produced by ACSI LLC. ACSI can be found on the Web at www.theacsi.org .

About Sprint Nextel

Sprint Nextel offers a comprehensive range of wireless and wireline     communications services bringing the freedom of mobility to consumers,      businesses and government users. Sprint Nextel served more than 48       million customers at the end of the first quarter of 2010 and is widely     recognized for developing, engineering and deploying innovative     technologies, and is the first and only wireless 4G service from a       national carrier in the United States; offering industry-leading mobile     data services, leading prepaid brands including Virgin Mobile USA,  Boost     Mobile, Common Cents Mobile and Assurance Wireless and instant national     and international push-to-talk capabilities; and a global Tier 1     Internet backbone. With its customer-focused strategy, you can learn     more and visit Sprint at www.sprint.com or www.facebook.com/sprint and www.twitter.com/sprint .

Recent Content

Join Loyalty360
  • Loyalty360 Membership:
  • Access Complete Content
  • Company Member Page
  • Free Online Account:
  • Read Full Articles Join Discussions
  • And Much More
  • Learn More
Top Posts
subscribe newsletter
Sign up for our email newsletter to stay up to date on loyalty marketing news, insights, events and more!
The Lyalty Pulse View All
Do you feel there is a lack of competitive benchmarks, technology metrics, objective technology assessments, or shared industry terminology that hinders your ability to effectively implement CX efforts?