AT&T Takes Top Spot as Sprint, T-Mobile Fall in Mobile Phone Customer Service Survey

AT&T took the lead in customer service quality in the last three months of 2011 as Sprint and T-Mobile lost ground, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories.

In telephone interviews conducted immediately following a customer service call during the three months ending December 31, 2011, 69% of AT&T customers surveyed were “Very Satisfied” with the experience, up from 65% a year ago. Fifty-nine percent of Sprint customers gave the experience their top rating, down 12 points from the end of 2010; while T-Mobile posted a 17-point drop to end 2011 at 48% “Very Satisfied.” Verizon was effectively unchanged at 60% satisfaction.