The Internet has been buzzing today with the latest results from a survey taken by Consumer Reports. Consumer Reports surveyed 50,000 consumers, including AT&T customers, specifically inquiring about their level of satisfaction with various aspects of telecommunication services.
The results = AT&T customers aren’t satisfied.
In fact, out of a total of 50,000 consumers surveyed in 26 cities, AT&T was dead last in 19 of those cities. Particularly in areas of customer service, staff knowledge and problem resolution, AT&T flunked.
To make matters worse, Verizon scored the highest, doing well in all categories in the survey. By now, the advertising battle between Verizon and AT&T has become the stuff of Internet legend, with Verizon dealing AT&T the advertising equivalent of a one-two punch – first with its “There An App For That” commercial and now with “The Island of Misfit Toys” commercial. You can link to the Island of Misfit Toys commercial here.
In response to the survey, AT&T spokesperson touted the company’s low turnover rate as proof of their customer satisfaction. Is AT&T for real? Low turnover wouldn’t have a thing to do with the fact that AT&T customers, or at least many of them, are locked into contracts and can’t dump AT&T, and it wouldn’t be affected in the slightest by the fact that AT&T has exclusivity over the iPhone. Naw!
Apparently, despite these scathing results, AT&T will continue to delude itself into believing that its customers actually do love it. If you are interested in reading more on this topic, I recommend checking out Mashable’s article by Barb Dybwad here or Adrian Kingsley-Hughes’ article for ZDNet here.