Survey: AT&T Wireless Subscribers Least Satisfied
It doesn't seem like cell phone owners ever have anything positive to say about customer service when it comes to mobile carriers, but if there's a worst offender of the bunch, it would be AT&T, a new survey suggests. Looking at trends in customer satisfaction and loyalty, market research firm ChangeWave found that only 23 percent of the 4,040 respondents said they were "very satisfied" with AT&T, compared to 49 percent for Verizon.
To be fair, AT&T tied T-Mobile in the customer satisfaction portion of the survey, but when the topic switched to dropped calls, AT&T was alone at the back of the line. Once again, Verizon ranked No. 1, with customers reporting only 1.5 percent of their calls being dropped over the past 90 days, while AT&T subscribers reported 4.5 percent. That's almost twice as much as the next worst offender -- T-Mobile -- with 2.8 percent.
Despite the apparent frustrations, only 8 percent of AT&T's customers who were surveyed said they planned to switch carriers over the next 90 days, which is only slightly worse than Verizon, which sat at 7 percent.
"AT&T’s low churn rate – despite its relatively poor Very Satisfied rating and its high percentage of dropped calls – is attributable to the huge advantage it continues to maintain as the exclusive U.S. service provider for the Apple iPhone," ChangeWave said.
To be fair, AT&T tied T-Mobile in the customer satisfaction portion of the survey, but when the topic switched to dropped calls, AT&T was alone at the back of the line. Once again, Verizon ranked No. 1, with customers reporting only 1.5 percent of their calls being dropped over the past 90 days, while AT&T subscribers reported 4.5 percent. That's almost twice as much as the next worst offender -- T-Mobile -- with 2.8 percent.
Despite the apparent frustrations, only 8 percent of AT&T's customers who were surveyed said they planned to switch carriers over the next 90 days, which is only slightly worse than Verizon, which sat at 7 percent.
"AT&T’s low churn rate – despite its relatively poor Very Satisfied rating and its high percentage of dropped calls – is attributable to the huge advantage it continues to maintain as the exclusive U.S. service provider for the Apple iPhone," ChangeWave said.
