Want to make a Sprint spokesperson flinch?
You don’t have to shout, “Boo!” Try something really scary such as “new survey” and “J.D. Power” or “Consumer Reports.”
Those organizations routinely chronicle how well Sprint, Verizon Wireless, AT&T and T-Mobile are taking care of customer concerns and handling their calls. While some recent surveys have shown occasional improvement, generally, Sprint has not fared all that well in these surveys over the past couple of years.
Today we have a new survey from Pali Research, an organization not exactly known for pulling its punches when assessing the performance of the nation’s third-largest wireless company.
Think the Sprinties are cringing this time? Think again.
Just check out the headline on Pali’s new report: “Sprint’s customer care jumps to first from last”
The analyst team at Pali Research just finished its sixth survey measuring how long it takes the major wireless companies to answer customer calls.
“Sprint Nextel finally achieved the response time benchmark of answering more than 80% of calls in 30 seconds or less that the prior management team claimed it was delivering years ago,” Walter Piecyk, a Pali analyst, wrote in a report today.
Bob Johnson, Sprint’s guru of all things related to customer care, has been retooling the company’s service operations. He has talked about gaining CEO Dan Hesse’s attention and support for making new investments in the care unit – even at a time when Sprint is scrutinizing so many other costs.
The Pali findings mirror some other ways Sprint is measuring improvements internally, said Roni Singleton, a Sprint spokeswoman.
The number of customer issues resolved the first time they call, how quickly calls are answered and how long it takes to handle a call all are areas in which Sprint has been improving in recent months, Singleton said this afternoon.
"It is exciting to see that finally reflected in a survey," Singleton said.
Sprint answered 91 percent of the Pali calls in 30 seconds or less. A big jump from 68 percent in the first quarter and a major advance from when “Sprint’s survey results bottomed in Gary Forsee’s last quarter as CEO when it answered 52% of calls in less than 30 seconds.”
Potentially even more important, Sprint absolutely thumped its rivals.
“AT&T Wireless - 33%, T-Mobile - 43%, and Verizon - 85%. T-Mobile and Verizon’s survey response times deteriorated
slightly versus our last survey in Q1 2008. AT&T remains the worst performer despite improving in this latest survey.”
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