Brandweek has an article about how AT&T’s ranking in an index of customer satisfaction has plummeted while Verizon has remained steady:
AT&T’s perception among adults over the age of 18 has steadily eroded throughout the summer, while Verizon Wireless has retained its standing, per an online poll of 5,000 consumers.
Consumers were asked to rate quality, value, satisfaction, recommendation, reputation and impression to generate an overall index score. Thanks to drops in the quality (“Is it high quality or low quality?”) and recommendation (“Would you recommend the brand to a friend?”) rankings, AT&T’s index score fell to 14.6 as of Sept. 10. That was down from 18.3 on June 16 and is considered a substantial drop for this type of index, per YouGov.
Verizon Wireless’ index score on Sept. 10 was 21.2, which is consistent with its rankings throughout the year.
AT&T rep Jenny Bridges said the survey is off base. “We continue to have low churn rates, which can be attributed to the fact that our customers are pleased with the services we’re providing them,” she said. “We care about the experience customers have with AT&T. That’s why we continue to invest billions of dollars a year in making network improvements, including the continued launch of our 3G wireless services in markets across the U.S. and the launch of HSPA 7.2 in six major markets by the end of this year.” (emphasis mine)
The quote from the AT&T rep at the end of the article pisses me off. It’s like they just don’t get it. Would it be SO awful for them to say, “Look, we know we have some holes to plug in providing our customers stellar service. To fix this, we are executing a 10-point plan over the next 10 months that will provide our customers with the flawless service they expect.”?!??!?!
Fuck AT&T and the high-horse they rode in on. And you know what? When people ask me if they should buy an iPhone, I now tell them NO WAY. I love my iPhone but I hate AT&T so much that I wouldn’t wish the dropped calls and lack of coverage on any fellow smart phone user.
IMHO, if Apple waits until the end of its contract in June 2010 to leave AT&T, I don’t think they’ll have the “phone to beat” anymore. The shift to Palm Pre and Google Phones on Sprint and Verizon may have already doomed them. Apple: Please take note. Kthxbye. LOL.
