June 29, 2010
Sprint Nextel CEO Dan Hesse Shares Insights on Sprint's Satisfaction Improvements at Customer Experience Forum
OVERLAND PARK, Kan., Jun 29, 2010 (BUSINESS WIRE) --
Once again, Sprint (NYSE:S) customers are saying the company has improved the customer experience it provides, as reflected in several recent surveys. The latest recognition comes from Sprint making the biggest improvement of any wireless carrier, according to an independent survey conducted by Forrester Research, published as "Customer Experience Index 2010 - Wireless Service Providers" in March 2010.
"Providing an outstanding customer experience is a multi-year journey," Dan Hesse, Sprint CEO, told an audience at the Forrester Customer Experience Forum in New York today. "We have made a lot of progress over the past two years, and we appreciate the external recognition we have been receiving for these improvements, but we are far from satisfied."
The Forrester survey asked more than 4,600 US consumers about their interactions with a variety of companies and scores them in three key areas: "meets needs," "easy to work with" and "enjoyability." Sprint's overall rating jumped 15 percentage-points since the last survey. This compares to its competitors which improved at most 1 percent. Sprint's higher rating was largely driven by improvements in its "easy to work with" score.
The findings of the Forrester Research report, which was released in March, were mirrored by results of the 2010 American Customer Satisfaction Index (ACSI), released in May. Sprint is the most improved company in customer satisfaction, across all industries, over the last two years, according to results from the 2010 ACSI.
Terming the steps Sprint undertook to improve its customer experience, "The Magnificent Seven," Hesse detailed for the Forrester conference participants the process used to align the company and its employees around this goal.
Customers want simplicity and they want value, so Sprint introduced offers into the marketplace with unprecedented simplicity and value, like the all-inclusive Simply Everything and Any Mobile, Anytime rate plans, and Sprint's "Ready Now" device set-up and education service. All were brought to market as the company continually improved its customer satisfaction and first-call resolution metrics, now having achieved improvements for nine consecutive quarters. With these improvements made, Sprint launched the innovative Sprint Free Guarantee, which encourages customers to give the company a try by offering the industry's only money-back guarantee.
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 48 million customers at the end of the first quarter of 2010 and is widely recognized for developing, engineering and deploying innovative technologies, and is the first and only 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, Common Cents Mobile and Assurance Wireless and instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. With its customer-focused strategy, you can learn more and visit Sprint at www.sprint.com or www.facebook.com/sprint and www.twitter.com/sprint.
Roni Singleton, 404-649-1579