Sprint's CSR response time skyrockets to first in recent survey

Last summer, Sprint was the laughing stock of the major US carriers in terms of customer service. Fast forward 15 months, and the very same carrier is now sitting atop the pile. A recent report compiled by Pali Research has found that Sprint's wireless customer care response times were best in class, and just 2.5 years ago in its first survey, Sprint was dead last. The carrier answered a whopping 91% of calls that researchers placed to the care center in under 30 seconds, while 99% of calls were answered within 2 minutes. If you're curious how the other guys did, try this: Verizon grabbed the silver with 85%, T-Mobile followed with 43% and AT&T took home the award of shame with just 33% of test calls answered within half a minute. So, the real question is: have you Sprint customers noticed an uptick in service levels? And are you AT&T subscribers growing increasingly impatient?

[Via phoneArena]

[Adam @ Oct 20th 2008 5:41PM]

Perhaps this has something to do with the incredible drop in the subscriber base.

[Leindurstit @ Oct 20th 2008 5:43PM]

Can't help but agree.

[Testies, Testies, 1, 2... 3? @ Oct 20th 2008 6:06PM]

AT&T dead last huh... You'd think they could transfer customers to the Apple support team faster...

[sylance @ Oct 20th 2008 6:30PM]

I work Operations in a call center and have no love for Sprint. However... if fewer calls were coming in from a lower subscriber base, Sprint would just eliminate the staff making your point invalid. They'd never carry more staff than needed... that's just a ton of wasted money.

If anything... call centers with fewer calls are more difficult to manage. They must have had a massive change in business direction.

[siddharth @ Oct 20th 2008 6:44PM]

at&t = worst customer service.... sry for repeating myself..but..
my mom's phone was registered as a trac fone... when it was supposed 2 be family plan..
nd every month or so.. the phone number gets reassaigned to sumone else..

nd every time.... FIVE hours on the phone.. talking with the supervisor to get it fixed..
everytime they say its the last time.. nd it just happens all over again..
att = worst customer service

[Jason @ Oct 20th 2008 6:58PM]

It's kind of like how I can get downtown in like 5 minutes at 5:15 in the afternoon. I wonder what the wait times are like in the "Cancel My Service" line.

[nerdtalker @ Oct 20th 2008 7:17PM]

Or a new CEO perhaps. Seems like things are on the up and up!

[cmdwedge @ Oct 20th 2008 9:17PM]

siddharth: You do realise that you're not charged by the letter when you post on Engadget, right? Please keep that in mind for next time.

[What the Frack?! @ Oct 21st 2008 1:26AM]

Huzzah for Dan!

[Dave @ Oct 21st 2008 1:31AM]

I would guess that their response times are are in response to the declining customer base, not as a result of. I say this as a Sprint customer for over a decade now. It should be no surprise to most readers of this thread that I've had my fair share of badly trained and downright rude Sprint CSRs in the past. But this past year I have noticed a lot of changes on Sprints end in regards to customer service. I personally think they've always answered their calls fast but then again I've been pretty good at quickly getting past their automated attendant options. Boy, do I miss Claire, the auto attendant that had personality. This year I've been called back by Sprint CSRs for follow-up on various calls I originally initiated (that use to never happen), I recently started receiving CSR surveys after calls to Sprint, I've received "thanks for being a customer" greeting cards, and on several occasions I've recieved calls from Sprint CSRs just checking in to make sure I was a happy customer. All of this was in addition to taking care of the regular requests I asked of my wireless carrier's CSRs. Many will credit Dan Hesse for the turnaround but I would say that my appreaciation is even more for the Sprint employees in the trenches on a daily basis that are the heart of Sprint and do their jobs with passion and for a whole lot less than an eight figure salary.

[Ray @ Oct 20th 2008 5:44PM]

I'm happy with the level of service I'm getting from Sprint. Just wish they would be more bleeding edge like they used to be - always was the first with new devices in the US....

[nerdtalker @ Oct 20th 2008 7:17PM]

As far as CDMA carriers go, they still are. Verizon won't have the HTC Touch Diamond/Pro for another million months, and Sprint has 4G WiMax.

What more do you want?

[Nick Catalano @ Oct 20th 2008 7:40PM]

Xohm?

[Courtney @ Oct 21st 2008 12:19AM]

Agreed, though their new dedication to customer service kind of took me by surprise. Three times in the last six months, a Sprint rep has called me to ask if there is anything I need assistance with, problems I've experienced and to remind me that I have a built up credit amount I can apply towards a new phone. The first time they called, it freaked me out and I demanded proof that it really was a Sprint rep and not some phishing scam.

[a @ Oct 21st 2008 2:57AM]

umm...Blackberry Storm for Sprint! :)

[sean @ Oct 20th 2008 5:45PM]

They may answer the phone fast, but do they actually take care of your problem?

[Damien @ Oct 20th 2008 5:53PM]

At least you'll have wasted less time overall when they tell you that they can't help.

[Golferal @ Oct 20th 2008 7:30PM]

Surprisingly, yes. The last question they ask you is "Have I addressed all of your concerns today?". If not, they try again and/ or escalate the call to someone else.

Having been a Sprint customer for about 8 years, I can attest that things are much better. The business account reps and "retentions" department have been, at least from my experience, top notch so maybe they hired and trained more reps like that.

Also, owning a Blackberry or other smartphone gets you routed to a special department for technical issues and most everyone I've talked to there really seem like gadgets and are up on the new devices and tech.

[Jacob @ Oct 20th 2008 11:41PM]

Sprint's customer service has improved by leaps and bounds in the last year. Since February the reps have been able to fix problems right there on the spot that used to have to be escalated to someone that never did anything until you called 27 times. Dan Hesse is doing a great job and their EVDO Data network is screaming fast.

[Brandon @ Oct 21st 2008 10:33AM]

I've been with Sprint for the second time since they introduced the PPC-6700. I've had no issue with customers service. The only issue I've had with them is the call quality in some areas but even that has improved in most places, except my home kinda sucks still. The last year or so the CSR's have been very knowledgeable and they take their time instead of rushing you off to get the next call.

A little southern hospitality I guess. Destroy and rebuild I guess they hit rock bottom and they are trying to reach the top. Never had good luck with AT&T CSR's, always had good service from T-Mobile.

[Josh @ Oct 20th 2008 5:45PM]

I have noticed that their customer service has gotten better - haven't had to call as much lately either - they seem to be actually getting things right lately

[Yankees368 @ Oct 20th 2008 6:08PM]

I 100% agree. Customer service has improved leaps and bounds in the past year. Calls are answered quickly, and the reps actually know what they are talking about (for the most part)

I am quite happy right now. On the other end, my girlfriend has billing issues every single month with AT&T, with terribly long hold times and reps that dont know GSM from a ham radio.

[FFNovaCrystallisAgent @ Oct 20th 2008 9:02PM]

I agree completely with you guys. I was about fed up with Sprint a few months ago and all set to jump to AT&T for the iPhone 3G. Well the iPhone 3G turned out to be a disappoint in my opinion and I decided to see if anything better would be coming out for Sprint.

Then I found out about the HTC Touch Pro and now I'm in love with the phone. To make things even better I'm finding Sprint to be loads better in terms of customer service. And I LOVE the new President Dan Hesse. He truly seems like he cares about us as customers and the ads are simply awesome.

This is why when the HTC Touch Pro arrives in stores I'm going to renew my contract for another 2 years and sign up for the Simply Everything Plan.

Great Job Sprint. Keep up the good work.

[cesium @ Oct 20th 2008 5:46PM]

I've never ever had an issue with Sprint over the past 6 or so years that we have been with them. They have always promptly answered the phone (within 2 minutes each time), and always respond to emails within 24 hours. The CSRs have been very helpful and cooperative, and have given me plenty of freebies too :D

[oakie @ Oct 21st 2008 12:45AM]

you work for Sprint. :squint:

[cesium @ Oct 20th 2008 9:51PM]

Of course I work for Sprint. Oh, and I work for Verizon, ATT, and T-mobile too. :squint:

[JaceFace @ Oct 20th 2008 5:48PM]

AT&T is pretty lousy. I had T-Mobile a few years ago and they were awesome, so I'm a bit surprised about their numbers.

Additionally, since an iPhone 3G was added to my account, my bill has been incorrect every month. Thats 4 straight months of having to call AT&T and wait and wait.

[Joe H @ Oct 20th 2008 5:49PM]

The last two time I've had to contact Sprint, I used their web chat, which took about 5 minutes before someone was available, and gives a record of everything that is said. Not only that, no issues with understanding people or anything like I used to have.

[7on @ Oct 20th 2008 5:51PM]

Wow. I had a T-mobile issue recently and the call wait's I had to endure were always an hour and a half!

[oakie @ Oct 20th 2008 6:07PM]

and you must work for Verizon. :squint:

i've had t-mobile for over 6 years now and i have never had to wait longer than a few minutes. if you didnt like their service, just be honest. no need to lie, as no one in their right mind would leave themselves on hold for an hour and a half.

[paul @ Oct 20th 2008 6:42PM]

Agree w/ okie. I've never had to wait more than a couple minutes w/ T-Mobile and once I'm on, they are amazingly knowledgeable and an advocate on your behalf. When I had Sprint I felt like I was fighting against someone who really didn't know how or want to help me.

[joshua @ Oct 20th 2008 5:52PM]

They do in fact answer calls much quicker, but they are entirely illequipt to handle any real issues.
If you need help, ones best bet is to email sprint customer solutions, they are very thorough and get the
situation resolved very quickly.

[Justin @ Oct 20th 2008 5:53PM]

Sprint's response time might be great, but their service sucks.

Why can't any of their reps be on the same page? I'm on a family plan with three others and we're constantly battling Sprint to discern WTF is going on. Our bills include misc. phone care packages (we don't want the replacement plan, we've told you four times now Sprint), misc. overage fees (we're on an Everything Plus plan, with unlimited texting, internet, GPS, TV, etc.--how can we go "over" anything but minutes? WTF Sprint?)

Worst of all, when we renewed our plan, I called to discuss options as we've been with Sprint for nearly a decade and I didn't feel like I should pay the same rate everyone else does when I can go to Verizon or AT&T and get the same plan for the same price. So I asked Sprint why to stick with them, and they gave us a discount on our plan for being loyal customers and sticking with them. Well, that's pretty nice.

Except every goddamn month a CSR calls wanting to "adjust" our plan to a "better fit". WTF is a better fit than an unlimited plan with 1500 shared minutes? We're lucky if we break 800 in a month--are they just trying to sap us for more cash?

God damn you Sprint, you irritate the living shit out of me with this nonsense, if you keep this up, I'm going to start recording conversations, printing documentation, and calling lawyers to start a class-action lawsuit. It's rediculous!



Sorry. This is Sprint's customer service. Yeah, it's quick. Quick to raise your blood pressure, quick to piss you off, quick to make you wish you went with anybody else, because you may have to wait a while to talk to someone, but at least it's solved after one conversation, and not still a botched mess five months later.

[kr @ Oct 20th 2008 6:01PM]

Holy Rant, Batman!

[Sisyphus @ Oct 20th 2008 6:01PM]

As a customer of Sprint for over a year, I agree.

Response time is meaningless if the customer support staff is generally incompetent.

I recently had a billing issue when I ordered my HTC Touch Diamond -- they charged me FOUR times for the phone, tying up my funds in a dangerous way and I didn't even get a call back after I spent time and lost hours of work compiling proof of their error, meeting with my bank, and faxing them documents.

I've gotten my funds back, but the most I got in response about the situation was an automated call saying "your billing issue has been closed."

Thanks, Sprint.

[oakie @ Oct 20th 2008 6:11PM]

"Worst of all, when we renewed our plan, I called to discuss options as we've been with Sprint for nearly a decade and I didn't feel like I should pay the same rate everyone else does"

why not? you're not as special as you think you are.

[James @ Oct 20th 2008 8:23PM]

If you really put up with all that every month then why are you still with sprint? Youre an idiot if you have been puting up with that for a decade and dont switch because they knock off a few bucks a month from your bill for being a "loyal customer".

[the "U" @ Oct 21st 2008 5:27PM]

just to quote you Justin "WTF is a better fit than an unlimited plan with 1500 shared minutes? We're lucky if we break 800 in a month--are they just trying to sap us for more cash? ... How can you have an unlimited plan while sharing minutes? lol funny

[LoTekJunky @ Oct 22nd 2008 10:51AM]

How can I get in touch with you to get this fixed without either of us getting spammed?

[dtfamily @ Oct 20th 2008 6:04PM]

I have had to call Sprint for several items recently, and the calls were answered almost immediately, and the issues were resolved immediately. It is a 180-degree difference from 6 months ago- service was horrible back then. Fantastic service lately for me...

[Veritas @ Oct 20th 2008 6:20PM]

A couple weeks ago I had a billing issue and not only was it taken care of right over the phone, good service, but it gets better... I got one email from the rep I talked to with the account notes she added, and another email from the finance department reguarding the adjustment they made. It's nice to get a little reinforcement of what was said over the phone. A+ Sprint.

[MastrCake @ Oct 20th 2008 6:02PM]

As an AT&T customer, I think I have always had my calls answered after 20 minutes. In fact, the automated thingy has never said anything other than "You're expected wait time is over: 20 minutes" and "Please stay on the line".

I really wanna switch... to Verzion.

[James @ Oct 20th 2008 8:28PM]

Yeah ive been with att for about 8 years and customer service over the phone has always sucked. If i had to call consistently i would have switched a long time ago. But they do have a great network in the seattle area so spending a little extra time on the phone with them the 3 or 4 times ive had to call isnt too bad.

[Snitch @ Oct 20th 2008 6:05PM]

Who cares how fast they answer the phones? what people really care is how helpful they're which from 1-10, they will be something like a 2 or 3, 1 meaning worst, they also happen to have some sort of attitude problem to.

[Michael_LA @ Nov 25th 2008 4:27PM]

Oh stop your whining! If you want to hear/see "attitude", trying moving to Los Angeles. You don't know poop about attittude! Either stick with Sprint or switch but SHUT UP! America has become a country full of whiny a$$ people. I worked for Sprint for 7 years and have been gone for about 3 now. I have been a customer the entire time. The customer experience has improved tenfold. At least you no longer have to wait half your life to get a CSR on the phone! Try going to local grocery store, restaurant, target/walmart, bank, or anywhere else you have to deal with a lazy a$$ worker and then report back to us with your happy little customer service experiences.

[Ryan @ Oct 20th 2008 6:06PM]

i have sprint, they get answered fast, but the number of passwords/numbers/adresses you have to give is a little annoying. They never believe that you are their customer. I know they need to be safe but it is overkill.

And everyother text i send fails with an error code 97. And i know im not the only one. It pisses me off cuz i text a lot.

[Michael_LA @ Nov 25th 2008 4:30PM]

Try text to this and see if it resolves your issue: SHUTUP

[Frank @ Oct 20th 2008 6:20PM]

I was on Verizon until last year when I switched to Sprint's SERO plan. I have to say Sprint's CSR sucked when I first joined, it is noticeably better now. Credit where credit is due. Good job Sprint.

[boe @ Oct 20th 2008 6:21PM]

They can train a dog to lift up the receiver and bark into the phone in under 30 seconds - doesn't mean they will fix my billing errors, fix my incorrectly provisioned phone, fix my incorrect account information for data access etc.

However I think a dog would do a better job of beta testing their phones for crappy battery life, poor radio reception, bad bluetooth, etc - since the "humans" they employ to beta test can't seem to master these core functions of a phone.

[dude @ Oct 20th 2008 6:22PM]

As a customer of att and having around 8 replacement phones a year for hardware issues. I have called att multiple times and ya they might take a really long time, but at least with att if you live in a big city you can go to an official att store and ask to go to a warrenty center and drive up and get a replacement if you have one of the models they carry. Also, att does get the issue fixed sooner or later and if you complain to customer service about how bad your expierence was and about how they said this but then did that, they do have the power to give you an upgrade on your phone. Trust me on this, they might say its impossible in the warrenty center, but the people there are just plain ass-holes who are dumbshits, "ohh have you tried turning off your phone ok, how about taking out the battery, ok now did you actually type the right number in...mhmm...."