Wednesday, December 8, 2010

According to Consumer Reports, AT&T Is the Worst Mobile Service Provider

att is worst service provider
Yes, AT&T is the service provider of the coveted and ever so popular iPhone, but many customers are not even close to being satisfied with the service that the company provides. Consumer Reports did an annual survey of different cell phone carriers and reported Monday that AT&T is the worst cell phone provider in the country right now. Consumer Reports polled 58,000 readers to compile the numbers for their survey. More than half of the respondents whose carrier was AT&T said that they owned some version of the iPhone, but they didn’t seem too happy with their service.

Consumer Reports continued saying that AT&T was the only carrier whose overall satisfaction scores dropped significantly since the survey was conducted last year. AT&T only had a 60 percent score for overall customer satisfaction.

The data that was collected showed that iPhone owners were much less satisfied with their service provider than owners of comparable iPhone-like smartphones that were on another carrier. Electronics editor for Consumer Reports Paul Reynolds said in a statement, “Our survey suggests that an iPhone from Verizon Wireless, which is rumored, could indeed be good news for iPhone fans.” This rumor has been circulating for quite some time. It’s been shot down many times, but I guess it’s begun swirling around again.

“We take this seriously and we continually look for new ways to improve the customer experience. The fact is, wireless customers have choices and a record number of them chose AT&T in the third quarter, significantly more than our competitors," said AT&T in a statement. "Hard data from independent drive tests confirms AT&T has the nation's fastest mobile broadband network with our nearest competitor 20 percent slower on average nationwide and our largest competitor 60 percent slower on average nationwide. And, our dropped call rate is within 1/10 of a percent - the equivalent of just one call in a thousand - of the industry leader."

So how did the other national carriers do with overall customer satisfaction? Well, Verizon and Sprint were almost tied. Verizon had 74 percent satisfaction, and Sprint had 73 percent satisfaction. Consumer Reports said, "Verizon Wireless has an edge in voice service overall. Sprint scored better in some aspects of customer service, which is a remarkable turnaround from past years when that was a weak point for the company,"

The fourth top national mobile carrier, T-Mobile, came in with 69 percent overall satisfaction rates, making it the third top carrier in satisfaction.

There is also one regional cell phone carrier that did quite well with customer satisfaction. US Cellular is available in 26 different states and has an 82 percent satisfaction rating. Consumer Reports said, "It stands out for value, voice service, and customer service.”

Consumer Reports also went on to evaluate the best smartphones from each carrier. They checked out the Motorola Droid X for Verizon, the Samsung Epic 4G for Sprint, the Samsung Captivate for AT&T, and the Samsung Vibrant for T-Mobile.

It was very interesting to see that one of the most popular smartphones is on the worst national service provider. That is encouraging for Verizon though if they are be able to secure the rights to the iPhone sometime soon. AT&T needs to step it up, or they are definitely going to face some major issues in the future.

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