There's bad news for AT&T in a recent customer satisfaction poll. Consumer Reports asked 50,000 readers across 26 U.S. cities to rank cell service providers on a variety of scales. Verizon came out ahead in 19 of the 26 cities. AT&T was dead last.
Dropped calls and voice service were among the chief complaints, and that's no surprise to us. We've heard the frustration of fewer bars in more places and experienced it ourselves.
But here's the interesting part. Despite the dissatisfaction with AT&T, 98% of respondents said they'd buy another iPhone. It would seem that the overall experience is good enough to eclipse the gaping hole in what should be the device's main function: making and receiving calls.
Last summer, I spent a week in the middle-of-nowhere, Pennsylvania. Everyone's Verizon-powered phone worked perfectly while my iPhone had gone deaf and dumb. Frustrating for me, and bad PR for my relatives. If the iPhone does go non-exclusive in the US, I'll be the first in line to switch.
When reached for comment, AT&T had this to say:
"We appreciate and value all customer feedback. We learn from it and it helps us serve our customers better. Without question the surest indication of customer satisfaction is churn, or turnover. For the last quarter, our postpaid churn was just 1.17 percent."