January 27, 2010
Sprint Recognized for Improvements over Two-Year Period
OVERLAND PARK, Kan., Jan 27, 2010 (BUSINESS WIRE) -- Sprint Nextel (NYSE:S) continues to make substantial strides in improving customer service. Customers are noticing. So are important wireless industry observers such as J.D. Power and Associates.

At the annual J.D. Power and Associates Customer Service Roundtable in New York today, Sprint Nextel CEO Dan Hesse stated that improving the customer experience continues to be priority #1 for the company. Hesse was invited to deliver the keynote address at the event in recognition of Sprint’s improvements during the past two years.

"Two years ago, we made improving our customer experience every Sprint employee’s job while simultaneously rebuilding our brand around simplicity and value," Hesse said. "The result is seven consecutive quarters of improved first-call resolution and customer satisfaction with care, and a series of innovative offers which make wireless service through Sprint simple and easy-to-use."

Among the highlights, Hesse noted the affordable Simply EverythingSM pricing plan and Any Mobile, Any TimeSM, which was named as the best cell plan in the industry by Kiplinger’s Personal Finance Magazine1; the Ready Now program which provides one-on-one device training; and a 3G network that tested as the most reliable network in comparison to AT&T and Verizon in a 13-city performance test conducted by PC World magazine2.

In the 2009 Wireless Customer Care Performance Study - Vol. II from J.D. Power and Associates, Sprint improved by 47 index points from Vol. I, the largest volume gain by any carrier in the industry. In the 2009 Wireless Retail Sales Satisfaction Study - Volume II from J.D. Power and Associates, Sprint increased its overall score by 29 index points from Vol. I and showed the most improvement in most categories compared to the industry.

Other third party surveys have also recognized Sprint’s significant customer service improvements.

  • A study by an independent research firm and Mobile Enterprise Magazine ranked Sprint #1 in overall satisfaction for both wireless voice and wireless data service among large business customers. The research was highlighted in Mobile Enterprise Magazine’s January/February 2010 issue.
  • University of Michigan’s 2009 American Customer Satisfaction Index noted that Sprint’s satisfaction score increased by 12.5% - the largest improvement in customer satisfaction of any company in the index - both inside and outside the wireless industry.
  • Laptop Magazine’s 2009 Customer Service Showdown showed Sprint tied for first-place for in-store customer service.

The Customer Service Roundtable, hosted annually by J.D. Power and Associates, brings together service industries (financial, insurance, telecomm, hotel, healthcare, etc.) to discuss and learn best practices from leading companies in customer satisfaction.


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 more than 48 million customers at the end of the third quarter of 2009 and the first and only 4G service from a national carrier in the United States; industry-leading mobile data services; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. The company’s customer-focused strategy has led to improved first call resolution and customer care satisfaction scores. For more information, visit http://www.sprint.com.

1Kiplinger: Refers to Any Mobile, Anytime on an Everything Data Plan with 450 Anytime Minutes as of 11/09.

2PC World claim: Test conducted for each provider’s nationwide 3G service and included 13 cities with more than 20 tests per city from March-April ’09. Testing was one minute in duration, and network performance can be highly variable. Cities included Baltimore, Boston, Chicago, Denver, New Orleans, NYC, Orlando, Phoenix, Portland, San Diego, San Jose, San Francisco and Seattle. For reliability, Sprint won in Boston, Chicago, Denver, Portland, San Diego, San Francisco and Seattle; and tied in Orlando.

SOURCE: Sprint Nextel

Sprint Nextel
Roni Singleton, 404-649-1579