Sprint (NYSE: S) once again emerged in the number one spot among major
wireless carriers for customer satisfaction, according to results from
the 2012 American
Customer Satisfaction Index.
Released today, the ACSI survey also shows that Sprint is the number one
most improved company in customer satisfaction, across all industries,
over the last four years. Additional findings from the study include:
The ACSI survey finds wireless customers continue to feel a greater
sense of loyalty to Sprint. Sprint is unbeaten among national carriers
for the highest rating in customer loyalty among national carriers and
is the only national carrier to see consistent improvement in this
area since 2010.
Sprint was also cited in the ACSI survey as number one in call center
satisfaction. Concurrently, Sprint recorded its lowest level of calls
to customer care per postpaid subscriber on record during the first
quarter of 2012.
Sprint is the only company across all 47 industries measured in the
ACSI to improve its customer satisfaction from last to first in the
period of 2008-2012.
"Not only to come from last place to first place in our industry, but to
be the most improved U.S. company, period, over the last four years in
the ACSI survey is a testament to the relentless focus the people of
Sprint have placed on serving our customers," said Dan Hesse, Sprint CEO.
Frontline Sprint employees are enthusiastic about serving the needs of
customers and resolving issues.
"I simply try to do the best I can and make sure I've gotten everything
done," said Virgil Bosley, specialist-Customer Care, Lenexa, Kan.
"Getting recognition from our customers makes me feel like we're doing
the right thing. It might be small steps sometimes, but it tells me
we're heading in the right direction."
"What I preach to all of my team is to treat customers like they're
family members," said Alex Alum, store manager-South Miami Beach, Fla.
"The better a customer feels when they leave the store, the more
referral business they're going to bring to us. And long-lasting
relationships come from great customer service."
In addition to ACSI, other independent third-parties have also
recognized Sprint in customer service:
Sprint was ranked by J.D. Power and Associates highest among
full-service providers in its 2012 Wireless Purchase Experience Study,
Boost Mobile was ranked highest among non-contract providers in the
same study and Virgin Mobile USA received the highest ranking in the
J.D. Power and Associates 2012 Wireless Customer Care Non-Contract
Study - Volume 1, with Boost placing second.
Last month, Sprint Wholesale collected four 2012 Domestic
Best-In-Class Awards from ATLANTIC-ACM in the categories of Network,
Provisioning, Customer Service and Sales Representatives.
Sprint also received the ATLANTIC-ACM Best-in-Class Network Award for
Global Wholesale Excellence earlier this year, and Frost & Sullivan
identified Sprint as an excellent example of an end-to-end mobile
solution provider for the small business sector.
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 225 companies in 47
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 56
million customers at the end of the first quarter of 2012 and is widely
recognized for developing, engineering and deploying innovative
technologies, including the first 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, and Assurance Wireless; instant national and international
push-to-talk capabilities; and a global Tier 1 Internet backbone. Newsweek
ranked Sprint No. 3 in its 2011 Green Rankings, listing it as one of
the nation's greenest companies, the highest of any telecommunications
company. You can learn more and visit Sprint at www.sprint.com
Lloyd Karnes, 913-315-1854