The Customer Service Survey

AT&T To Benefit from T-Mobile Customer Loyalty

by Peter Leppik on Fri, 2011-04-29 16:15

The latest National Customer Service Survey data is out for the Mobile Phone industry. Sprint dropped a bit from the impressive gains it posted in the December 2010 quarter, but the company's long-term trend towards improving customer service remains intact.

We also take a look at the implications of the AT&T/T-Mobile merger. In recent quarters, T-Mobile customers in our survey have been significantly more loyal than AT&T customers, so AT&T may benefit by bringing those customers into its portfolio. All this assumes that AT&T can merge the two operations without any major stumbles--a very tall order for a merger of this magnitude.

I invite you to read the press release or download the executive summary.

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