AT&T Seems to Be Confused
December 3, 2009 
2 Comments
Consumer Reports just finished a wireless service survey and to find out, At&t is dead last in customer service and satisfaction. The survey was done in 26 major cities across the US, which gives us a good view on how their networks should be because they are in bigger cities. Verizon was at the top, followed by T-Mobile, Sprint, and then AT&T. This does not show good things for AT&T right now since they just started a tv campaign that is fighting back against Verizon’s “We have a map for that” campaign that has been huge. AT&T says that it has the fastest 3G network in the US, but what they don’t realize is that if it doesn’t work most of the time, then it doesn’t matter how “fast” it is.
The best part is that AT&T replied to the survey to say the “surest indication of customer satisfaction is churn” (or subscriber turnover), which for “postpaid” customers was “just 1.17 percent.” We think AT&T might have forgotten that most of their customers now come due to the iPhone, which when it goes to other carriers, which will happen, AT&T will lose about half of their customers.
The reason why we talk about this is because this is an example of a company trying to keep their reputation good in the eyes of the consumer with defending their network and their numbers. The bad thing is that many consumers have told AT&T to fix their infrastructure, but they refuse with the same excuses. They need to get on the ball and start fixing their issues or they will lose most of their market share because they will offer no value. They have a good thing in the iPhone, but it cannot keep them up forever and once it is gone, AT&T will scramble to get their customers back. A word of advice to AT&T, fix your problems now and listen to your customers, or face the immense issues that pushing it away will cause later down the road.
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