The motto in the logo may say “Sprint Ahead,” but not so fast there. Because as a former Sprint subscriber this news comes as no surprise, Sprint Nextel came in last place in call center satisfaction in a survey published by Vocal Laboratories. This 15th quarterly SectorPulse study on the quality of customer service among America’s largest wireless carriers had Verizon in the top spot with an “A” in caller satisfaction and a “B” for call completion, meaning how many callers were able to get complete a call.
T-Mobile was in second place with “B’s” in both categories, while AT&T/Cingular scored a “C” for caller satisfaction and “B” for completion. Sprint’s customers sounded like Mick Jagger, as in “can’t get no satisfaction,” scoring a “D” in both categories.
Hence the “firing” of customers earlier this month. Why spend all that time and money providing customer service when you can just delete the records of people who called and gave a “D” grade….Instant statistical improvement. Stock price goes up. New “best customer service” advertisements go out. Win-Win.
Taking a page from the Sprint playbook, the big three auto makers have decided that any customer reporting defects in their newly purchased car will simply be deleted from the computer database as to allow the new marketing camping “100% Satisfaction” to start.