AT&T are one of Americas largest carriers, but if reports are anything to go by, their customer service is appalling. For the second year in a row they have been ranked last in Consumer Reports annual customer satisfaction survey.
Customers have complained that they deliver a poor voice service and phone based customer care. The 2011 rating is a kick in the pants for the company as this years rating is even worse than last years. The ratings are available for subscribers.
The report showed that Consumer Cellular came out top, a relatively small carrier in a big market. They use the AT&T network and focus on senior citizens, and topped the list. Second place was handed to US Cellular.
Paul Reynolds, an electronics editor for Consumer Reports said in an emailed statement “Our survey indicates that subscribers to prepaid and smaller standard-service providers are happiest overall with their cell-phone service. However, these carriers aren’t for everyone. Some are only regional, and prepaid carriers tend to offer few or no smartphones.”
Out of the big four, Verizon Wireless took the top spot according to the study, and they earned high points for texting and their data service.
AT&T have a long term problem with customer satisfaction because in July they scored of 751 in a J.D. Power and Associates customer care study. It doesn’t seem to be effecting their business however as more and more people sign up to their services. They added 2.1 million new subscribers in Q3 alone, with a total customer base now of over 100 million people.
In the UK, which mobile consumer site has rated the best ‘pay monthly mobile operators’ and Tesco come out on top with a customer score of 74%. O2 take second place with a score of 61%. 3 are in last place with a rating of 49%.
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