AT&T Ranked Dead Last in Consumer Reports

Wednesday, December 2, 2009

You’ve probably suspected it. Yes, your favorite wireless carrier, AT&T, has ranked last in a customer satisfaction survey among the top 4 wireless carriers in the U.S.

In a survey of 50,000 readers in 26 U.S. cities by Consumer Reports, AT&T rank last in 19 of those cities. Voice and wireless networking services are the worst parts of AT&T, according to customers.

Consumer Reports surveyed more than 50,000 readers in 26 U.S. cities, asking about wireless carrier services in a number of different categories related to service and customer support. In 19 of those cities, AT&T ranked worst. This is a surprise to some people as poor voice and data reception is widely known to be only problematic in New York City and San Francisco. This survey shows that AT&T’s poor service doesn’t just end there, but a rampant problem everywhere in the U.S. This should be another major public relation disaster for AT&T, as voice and wireless networking services are the core function of any wireless carriers. Having a major rating agency like Consumer Report rank its services last will make it difficult to attract new customers without the iPhone.

iPhone exclusivity has helped AT&T in getting new customers from other carriers. But the exclusivity has been rumored to be in question in 2010 as financial analysts predict that Apple will sell much more iPhones if Verizon and other carriers are allowed to sell the hot device.

Overall AT&T has a reader score of 66. That is a stark contrast to Verizon’s lead in Consumer Reports’ rankings. Without much surprise, Verizon has snatched first place across all categories, including voice, messaging, web, and customer service. It had a reader score of 75.

T-Mobile came in second at 70 with a great customer service score. Sprint did just a little better than AT&T with an overall score of 67.

AT&T responded to this latest Consumer Report. It pointed out that only 1.17% of subscribers left their service while a contract is in effect. But it could just be the iPhone and the early contract termination fee that’s keeping customers with AT&T.

Recently, Verizon has also been attacking AT&T’s 3G coverage area relentlessly with its new ads. Its fierce attacks has ignited an interesting drama between the 2 carriers as lawsuits and TV ad wars ensued. This most recent Consumer Report further lifts Verizon’s status and brand perception as the best wireless carrier while destroying AT&T’s brand. In this AT&T-Verizon war, the tide is clearly still in Verizon’s favor.

This is a post from The Apps Machine