Tuesday, February 3, 2009

Sprint Claims Higher Customer Satisfaction Numbers

Sprint reported progress on its efforts to improve the customer experience with its services. Specifically, c customer satisfaction study issued by J.D. Power & Associates (JDPA) showed significant improvement by Sprint. The JDPA 2009 Vol. 1 survey on
Wireless Customer Care Performance, which surveys wireless users about their experiences with customer service representatives, retail, online and interactive voice response systems, shows Sprint's customer service is making improvement in these areas and has quickly closed the gap within the industry by 50 percent versus the previous JDPA study released in August of 2008.

In 2009, Sprint plans to further improve the customer experience are by providing:

  • Fewer reasons for customers to call customer care with the introduction of simplified pricing and more self-service tools

  • Customers with help on how to choose and learn to use the right Sprint services for them and recommend changes as their needs change

  • More consistent and quality support from care agents leading to better first call resolution

  • Increased efficiency in every customer interaction, allowing our customers to quickly get their questions answered and their issues resolved

  • More reward programs for long-time and high-value customers such as the recently launched Sprint Premier program which offers special upgrades and special discounts.

See also