AT&T tops Verizon in customer satisfaction, Santa and Tooth Fairy rejoice

By Ed Sutherland on Aug 1, 2013

Although AT&T was the first U.S. carrier that sold the iPhone when Apple introduced the smartphone in 2007, Verizon Wireless quickly overshadowed the telecom giant. For the first time, AT&T has stolen the spotlight back, outranking rival Verizon in customer service satisfaction.

No, hell did not freeze over. And, yes, this is the AT&T that late last year was voted having the worst voice and data service, had all the tethering issues and is constantly sniping with about everyone…
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iPhone leads customer satisfaction in Samsung’s home turf of South Korea

By Ed Sutherland on Jul 2, 2013

There’s nothing like winning over your competitor’s hometown audience. Apple, accustomed to topping nearly every customer satisfaction survey, must take particular pleasure in being named best by smartphone owners in South Korea, home of rival Samsung.

The survey found even a year after purchase, iPhone owners were more satisfied overall, as well as happy with the repair experience. Customer satisfaction is an often-cited metric by Apple CEO Tim Cook, a quality in which some see him well-suited… Read More

 

Apple gets coal in stocking as holiday online satisfaction drops

By Ed Sutherland on Dec 27, 2012

Apple, usually the benchmark for customer satisfaction, fell from its lofty perch during the all-important Thanksgiving and Christmas shopping period. After quickly jettisoning its senior vice-president of retail and suffering questions surrounding supplies of new products, the company “stumbled”, falling to a four-year low, according to a customer satisfaction analytics firm Thursday. The iPhone maker fell 3 points to 80 out of 100, dropping it from the overall top five online holiday retailers and behind #1 Amazon.com, which was rated 88 out of 100 by Forsee… Read More

 

Consumer Reports: AT&T has the best 4G LTE, worst voice and data service quality

By Christian Zibreg on Nov 29, 2012

Consumer Reports, an influential U.S. magazine that has been reviewing products since 1936, is out today with its annual rankings of major United States wireless operators. And just like last year and the year before, AT&T again was ranked the worst in the United States in customer satisfaction. On a brighter note, AT&T’s 4G service garnered the least complaints from customers… Read More

 

Another reason why Google lags behind Apple: Customer service

By Jeff Benjamin on Aug 11, 2012

Not to pile on after Sebastien’s review of the Nexus 7, but I just had to share this little tidbit of information.

I emailed Google customer service over an issue that I had with the Nexus 7, and I received a response. The problem is, the response came 17 days later. Yes, a one followed by a seven. 408 hours after the fact.

It’s just another reason why Google has a long way to go before they can come close to the Apple experience… Read More