AT&T: More complaints in more places
Who’s got the most roundly despised service in the wireless business? AT&T ranks dead last in yet another wide ranging, nationwide survey of subscribers in 19 of 26 cities where consumers had the chance to say how they feel.
Consumer Reports (All Things D) has the news about wireless customer satisfaction and, unfortunately for AT&T, it’s almost all bad.
The annual survey of wireless customer satisfaction from Consumer Reports hits the streets this week and it doesn’t have much good to say about AT&T. In a canvass of more than 50,000 readers spanning 26 U.S. cities, the organization found the carrier had the lowest customer-satisfaction rating in 19 cities surveyed; Verizon ranked highest”—All Things D
“We believe it has been an elitist investor view that only a few high profile AT&T markets are having problems on the theory that only ‘tech savvy’ residents of coastal cities would find enough use in the iPhone to impact the quality of AT&T’s network,” says Pali analyst Walter Piecyk about the results of the survey.
Thereupon, AT&T has responded to the results of the Consumer Reports survey (via TUAW) in saying, “We appreciate and value all customer feedback. We learn from it and it helps us serve our customers better. Without question the surest indication of customer satisfaction is churn, or turnover. For the last quarter, our postpaid churn was just 1.17 percent.”
Interestingly, writes TUAW, 98 percent of survey respondents said they’d buy another iPhone, which aligns neatly with AT&T’s low self-reported churn rate.
What’s your take?
Recent iPhone posts:
— Video: Luke Wilson’s back to bash Verizon three more times
— NewerTech NuPower Charge & Sync+ tames cabling
— iPhone ads: Can your phone and your network do that?
— Need to call ET? There’s an app for that…
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Filed under: Corporate news, iPhone, iPod
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AT&T shouldn’t be patting itself on the back for its low churn rate. I suspect that number is due to their exclusive on the iPhone. The iPhone is so superior to competing phones that people have been willing to suffer AT&T’s awful service rather than giving up their iPhones. That’s just how good it is. Watch how fast people abandon AT&T once the iPhone is available on competing networks.