Verizon Wireless Makes Significant Improvements in Customer Service in 2012

MINNEAPOLIS--()--Verizon Wireless made significant improvements in customers'

satisfaction with customer service calls in 2012, according to the

latest study on phone-based customer

service quality
conducted by Vocal

Laboratories Inc.
(Vocalabs). In telephone interviews conducted

immediately following a customer service call during 2013, 73% of

Verizon customers surveyed were "Very Satisfied" with the experience, up

from 63% in 2011. Sixty-one percent of AT&T customers surveyed gave the

experience their top rating, down four points from 2011; while Sprint

dropped one point to 62%, and T-Mobile dropped three points to 55%.

"Our survey data goes back to 2009, and Verizon has had the best-rated

customer service representatives every year, but Verizon customers often

reported it was hard to reach a person" said Peter

, CEO of Vocalabs. "In 2012 our survey data shows a big

improvement in the ease of reaching a person at Verizon customer

service, and that really plays to the company's strength."

About This Research

The National Customer Service Survey (NCSS)

tracks customer service quality in several industries, using telephone

interviews conducted with a customer immediately after a customer

service experience. Statistics in this press release are based on 9,195

surveys completed between July 2009 and December 2012. The NCSS is

underwritten and conducted by Vocalabs, independently of any of the

companies covered.

Download the Executive Summary by visiting

To subscribe to the full data set, contact Vocalabs at,

952-941-6580, ext. 205.

About Vocalabs

Vocal Laboratories Inc. (Vocalabs)

specializes in building effective customer feedback programs designed to

measurably improve the customer experience. We use a combination of

immediate live interviews and panel research to collect customer

feedback tailored to each client's business goals. Our reporting tools

serve the entire client organization, from executives to front-line

customer service, and our unique expertise ensures ongoing improvement.

Learn more at