Customers Reporting Higher Satisfaction with Customer Care, Service & Repair, and Networks
OVERLAND PARK, Kan.--(BUSINESS WIRE)--
Almost a year ago to the date, Sprint (NYSE:S) CEO Dan Hesse announced
that the company’s number one focus is improving the customer
experience. Since then, the company has made significant progress in
customer service, network enhancements that have resulted in improved
call quality, as well as increased customer satisfaction with service
“Reality sometimes lags perception when it comes to customer
experience,” said Bob Johnson, chief service officer at Sprint. “But the
gap between the two is getting closer for Sprint. Customers understand
what we’re doing. They like what they are seeing now. We have a way to
go, but the progress we’ve made is steady and solid.”
In fact, a customer satisfaction study issued today by J.D. Power &
Associates (JDPA) showed significant improvement by Sprint. The JDPA
2009 Vol. 1 survey on Wireless Customer Care Performance, which surveys
wireless users about their experiences with customer service
representatives, retail, online and interactive voice response systems,
shows Sprint’s customer service is making improvement in these areas and
has quickly closed the gap within the industry by 50 percent versus the
previous JDPA study released in August of 2008.
In 2009, the company remains committed to maintaining its steadfast
focus on increasing customer satisfaction. Some of the ways Sprint plans
to further improve the customer experience are by providing:
Fewer reasons for customers to call customer care with the
introduction of simplified pricing and more self-service tools
Customers with help on how to choose and learn to use the right Sprint
services for them and recommend changes as their needs change
More consistent and quality support from care agents leading to better
first call resolution
Increased efficiency in every customer interaction, allowing our
customers to quickly get their questions answered and their issues
More reward programs for long-time and high-value customers such as
the recently launched Sprint Premier program which offers special
upgrades and special discounts
“Over the last two years we’ve focused on finding solutions to better
resolve customer issues, as well as streamlined and strengthened our
customer care operations,” Johnson said. “This year is all about
transforming the customer experience to be the reason customers stay
with us or sign up for service with us. And, this year the mantra is
simple: serve, solve and satisfy.”
Sprint customer experience improvements have yielded results – from
improved internal customer satisfaction scores to a series of awards and
top rankings from third parties, www.sprint.com/companyinfo/awards.
These initiatives, notable improvements and awards include:
Ready Now - Sprint launched the successful, innovative Ready
Now program to ensure customers are educated, comfortable and
confident in the features and functions of their device. In December,
satisfaction in terms of being “very and extremely satisfied,” topped
an all time high of 93 percent for customers that experienced Ready
Now. Visit www.sprint.com/readynow
for program details.
Simpler Pricing Plans – The wireless “Economic stimulus
package” with significant savings for individuals and families
compared to similar plans from AT&T and Verizon. For example, Sprint’s
Simply Everything plan saves customers $480 per year versus comparable
messaging and data plans from AT&T & Verizon. Visit www.sprint.com/everything
for additional details.
Customer Satisfaction Index –Surveys of customers who have
interacted with Sprint representatives show customer satisfaction with
customer care and with the overall Sprint retail experience have
consistently improved in 2008, achieving all time highs in December.
Resolving Issues on the First Call – Surveys of customers who
have contacted Sprint's customer service representatives about an
issue have shown continuous improvement for each month in first call
resolution (FCR), achieving all time highs in December.
Customer Care Response Times – An independent study by Pali
Research on wireless customer care response times concluded that
Sprint leapt from "worst to first" place in 3Q08 and Sprint again
ranked first for 4Q08. For two straight quarters, Sprint answered more
than 90 percent of calls from customers in 30 seconds or less.
Service and Repair – Sprint has passed two of its competitors,
T-Mobile and AT&T in service and repair customer satisfaction scores –
to reach 2nd place according to an independent market research report
from Knowledge Systems & Research, Inc. (KS&R). Sprint improved year
over year by 11 percentage points, the largest improvement of any
carrier. This second place finish is Sprint’s highest finish.
Billing Satisfaction – Surveys of Sprint customers show
satisfaction with their bills has improved from one year ago.
Customers cite ease of reading the bills and more bill accuracy as top
reasons for satisfaction.
Enhanced Network Performance - Since 2006, Sprint has invested
more than $15 billion in capital largely to enhance its networks.
Across the country, thousands of cities received the benefit of this
major investment. Sprint’s wireless networks are performing at their
best-ever levels, and independent third-party reports confirm Sprint’s
networks are performing very well relative to the competition.
Sprint was awarded “Highest
Call Quality Performance Among Wireless Cell Phone Users in the
Southwest Region in a Tie” by J.D. Power and Associates.
(Source: J.D. Power 2008 Wireless Call Quality Performance Study –
Volume 2, Sept. 4, 2008)
Sprint operates America’s most dependable 3G network. *
Dependability based on independent, third-party drive tests for 3G
data connection success, session reliability and signal strength
for the top 50 most populous markets, June to November 2008.
a well-respected technology blog with more than 80
million page views a month in traffic, recently announced that
consistent testing of Sprint’s 3G network in eight cities selected
by the blog showed Sprint unequivocally beating both AT&T and
Verizon in download performance speeds. For more details on
the Gizmodo study and results, see http://gizmodo.com/5111989/the-definitive-coast+to+coast-3g-data-test.
TheStreet.com’s Gary Krakow tested Sprint’s new 3G/4G U300
modem in New York and Baltimore and concluded that Sprint’s 3G
EVDO network is fast, in fact, compares favorably to using a
similar USB modem on AT&T’s 3G/HSDPA network (the same one that
the Apple iPhone 3G uses).
* Sprint commissioned KS&R to perform the study. Service and repair
customers from all the major carriers were contacted. The online study
surveyed respondents in 4Q 2008 who had a service and repair experience
in the past three months. Based in Syracuse, NY, KS&R provides market
research consulting services to help business better serve their
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 is widely recognized for
developing, engineering and deploying innovative technologies, including
two wireless networks serving nearly 51 million customers at the end of
the third quarter 2008; industry-leading mobile data services; instant
national and international push-to-talk capabilities; and a global Tier
1 Internet backbone. For more information, visit www.sprint.com.
Roni Singleton, 404-649-1579