February 17, 2011
Sprint Recognized as a J.D. Power 2011 Customer Service Champion
Distinction from the voices of Sprint’s most important critics – its customers – comes one week after Sprint announces 12 consecutive quarters of improvement
OVERLAND PARK, Kan. (BUSINESS WIRE), February 17, 2011 - Last week Sprint (NYSE: S) announced its 12th consecutive quarter of improvement in customer satisfaction and first call resolution¹. Today, the company was recognized at the J.D. Power and Associates Customer Service Roundtable in Las Vegas as a J.D. Power 2011 Customer Service Champion – one of only 40 companies to have earned this distinction.
Sprint and the other companies recognized as J.D. Power 2011 Customer Service Champions, represent the highest-performing companies that deliver service excellence to U.S. customers – both within their respective industries and across all industries measured.
“We are pleased to receive this distinguished honor and proud of the hard work of our employees in enhancing every customer experience,” said Bob Johnson, chief service officer for Sprint. “These important interactions take place in our stores, on our website or in calls to our care centers. What makes this honor especially gratifying is that we received this distinction directly from our own customers. They recognize the consistency and high quality of service we’re committed to providing. Our steadfast focus is on customer satisfaction and it will continue to be our top priority.”
To receive this elite honor, companies must not only excel within their own industries, but also must stand out among leading brands evaluated by J.D. Power in 20 major industries. J.D. Power evaluated more than 800 brands. Companies were identified based on customer feedback, opinions, and perceptions gathered primarily from J.D. Power’s syndicated research and through supplemental research.
“For three years now, we have said the customer experience is among our company’s top priorities,” said Johnson. “That’s why we’ve invested our time and effort to ensure we’re answering customers’ calls faster, resolving service issues on the first call and eliminating the reasons customers contact us with service issues in the first place. We’ve also focused on offering consumer-friendly services such as Ready Now in our retail stores and pricing plans unmatched by anyone else in the industry that provide both value and simplicity.”
In addition to the J.D. Power and Associates honor today, a recent survey from Vocalabs, which tracks the quality of support customers receive from their providers, noted Sprint as the wireless industry leader in call satisfaction. According to the survey, Sprint leads all national competitors in both call satisfaction and first call resolution, two key metrics in the overall quality of customer service.
¹According to data from Advanis on customers experiencing care from Oct. 1, 2010 through Dec. 31, 2010.
About Sprint Nextel
Sprint Nextel offers a comprehensive range of wireless and wireline communications services bringing the freedom of mobility to consumers, businesses and government users. Sprint Nextel served more than 49.9 million customers at the end of 2010 and is widely recognized for developing, engineering and deploying innovative technologies, including the first wireless 4G service from a national carrier in the United States; offering industry-leading mobile data services, leading prepaid brands including Virgin Mobile USA, Boost Mobile, and Assurance Wireless; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. Newsweek ranked Sprint No. 6 in its 2010 Green Rankings, listing it as one of the nation’s greenest companies, the highest of any telecommunications company. You can learn more and visit Sprint at www.sprint.com or www.facebook.com/sprint and www.twitter.com/sprint.
Roni Singleton, 404-649-8354