The Customer Service Survey

AT&T and T-Mobile

by Peter Leppik on Thu, 2011-03-24 17:23

Over the weekend, AT&T announced that it will be acquiring T-Mobile. We have been following both companies in the National Customer Service Survey, and will continue to follow the two companies separately until they have combined their customer service operations. If the experience of the merger between AT&T and Cingular is any guide, it could take quite a long time after the merger closes to achieve this.

Given the time it will take to get the necessary regulatory approvals for the merger to proceed, we expect to be publishing separate NCSS results for legacy AT&T and legacy T-Mobile for 12-24 months.

Until the customer service operations are combined, we will publish three sets of statistics for the two companies: Legacy AT&T, Legacy T-Mobile, and Combined AT&T. The Combined AT&T statistics will be calculated by averaging the two legacy companies' statistics, with a 75% weight to AT&T and 25% to T-Mobile. This weighting is approximately the relative size of the two companies' subscriber bases, so represents a reasonable estimate of how the company would perform if it was a single entity.

The most recent statistics we published on the mobile phone industry were for the three months ending December 31, 2010. Here's how the Combined AT&T stacks up against the competition for that period:

  Sprint Verizon Legacy AT&T Legacy T-Mobile Combined AT&T
Overall Company Satisfaction 56% 49% 55% 56% 55%
Loyalty 70% 66% 65% 68% 66%
Willingness to Recommend 76% 71% 72% 75% 73%
Customer Service Satisfaction 71% 59% 65% 65% 65%
Agent Satisfaction 81% 79% 83% 79% 82%
IVR Satisfaction 53% 26% 48% 40% 46%

Our next NCSS report on mobile phone companies will cover the quarter ending March 31st, 2011, and we will begin publishing combined AT&T results with that report.

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