Company is the only carrier to earn a perfect score in key customer care category
OVERLAND PARK, Kan. (BUSINESS WIRE), September 12, 2016 - Sprint (NYSE: S) announced today that it has earned top honors in Customer Care and Speed in the 2016 Cositics Relay Performance IndexSM, which measures customer experience based on a set of Key Performance Indicators. Sprint Telecommunications Relay Services (TRS) enable text-telephone (TTY) callers and hearing callers to communicate with one another through trained Communication Assistants (CAs). Cositics National Relay TTY Performance Index included several domestic TRS providers.
“We are honored to be recognized by Cositics for our dedication to Customer Care,” said Mike Elllis, Sprint’s Global Director – Accessibility. “At Sprint, our team goes above and beyond each day to create the best customer experience. We are proud to recruit and retain some of the best talent in the relay industry, and these results are clear proof of the drive and dedication of our staff in providing exceptional service."
In the Customer CareSM category, Sprint was the only provider to earn a perfect score with 100% of evaluators rating the Sprint CAs as engaged on their behalf and following correct call processing procedures. The Customer Care category also measures an array of specific CA behaviors that detract from the customer’s experience, such as having to repeat information multiple times, rude or monotone CAs, or incorrect procedures. Only with Sprint were no Customer Care detractors observed.
Sprint received the highest scores for speed of processing calls including quicker connections to the service, faster relaying of conversations, and the most efficient total call length (i.e., session time). Sprint was also the only provider in the index to achieve 100% of CAs meeting or exceeding the FCC-mandated typing speed of 60 words per minute.
Sprint also reported the fewest critical errors and was statistically tied for "Best in Category" in several other areas such as passed calls, average typing speed, typing accuracy, and spoken accuracy.
Sprint (NYSE: S) is a communications services company that creates more and better ways to connect its customers to the things they care about most. Sprint served more than 59.4 million connections as of June 30, 2016 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; leading no-contract 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. Sprint has been named to the Dow Jones Sustainability Index (DJSI) North America for the past five years. You can learn more and visit Sprint at www.sprint.com or www.facebook.com/sprint and www.twitter.com/sprint.
Lisa Dimino, 913-258-3497