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AT&T Repeats As Lowest-Rated Wireless Carrier
redletterdave writes "Consumer Reports' latest ratings survey of cell phone carriers revealed that Verizon Wireless scored the highest satisfaction score out of the four major U.S. service providers, earning particularly high grades for texting and data service. Verizon was followed closely by Sprint and T-Mobile USA, but all three companies earned scores lower overall than their figures from last year. AT&T was at the very bottom of the list for the second year in a row. While AT&T's satisfaction score in 2011 wasn't as bad as its score from 2010, the Dallas-based cell phone provider, which recently discontinued its bid to acquire its better rival T-Mobile, still ranked at the bottom of the pack. Last year, AT&T was the only carrier for the Apple iPhone, but still managed to receive the lowest scores."
Yeap. Some customers deserve the axe. The problem is when you give too many customers the axe: people interpret it as bad customer service either from direct experience or word of mouth. If enough people get that impression, it will be reflected in the company's ability to retain the good customers. So firing the customer doesn't really make sense unless it is a very exceptional case.
That is actually a very accurate interpretation of AT&T's slide. Their monopoly on the iPhone was a big part of their downfall. Relying upon a popular phone as a draw to customers decreased their incentive to provide good customer service.
The diversity and expression of human opinion is essential to human survival.
Because that customer has friends, family, ect... And will tell them all how shit at&t is.
Which is how they end up with the lowest scores year after year.
The world is no longer isolated little cities spread across the planet. It's one global city now with the internet here. And treating people like shit for any reason WILL bite you in the ass.
But of course companies are slow to change and rarely have touch with the real world. So it'll be another two decades before at&t gets it. And hopefully by then they'll be gone. And nobody will care.