Vocalabs Newsletter: Quality Times


National Customer Service Survey 2013

In This Issue


The 2013 NCSS Communications Executive Summary has been published. This used to be called the "Mobile Phone" report, but beginning with the 2013 data we are formally adding five new companies offering an array of communications services including mobile phones, cable TV, landline phones, and high-speed Internet services.

The new companies are CenturyLink, Comcast, DirecTV, Dish Network, and Time Warner Cable. These join AT&T, Sprint, T-Mobile, and Verizon, and bring our coverage to nine companies in this report.

Data collection on the five new companies began in 2013, so we do not yet have historical trend data for the expanded coverage. Our survey data on the four mobile phone companies goes back to 2009. This Executive Summary includes 2013 comparison data on all nine companies and nine different metrics, and historical data for the four companies with continuing coverage from earlier years.

NCSS Communications subscribers have complete access to all our data in real-time as it is collected throughout the year. The executive summary, with high-level statistics and summary data, is available to non-subscribers through our website.

NCSS BANKING 2013 Results

We also published 2013 results for the National Customer Service Survey on Banking customer service. The Executive Summary is available from our website (along with lots of other research).

Since 2011 when we began collecting survey data on these four companies, Chase and Citi have made significant improvements in many of their key metrics including Company Satisfaction, Call Satisfaction, and Call Resolution. At the same time, Bank of America and Wells Fargo have generally changed very little in the past two years. As a result, Chase and Citi have gone from a trailing position in many of our survey metrics to a statistical tie for the top position in several of the statistics we track.

As with the Communications report, NCSS Banking subscribers have full access to all the raw survey data. Our executive summary is available to the public with high level summary statistics and tracking for key metrics.

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