AT&T provides the worst cell-phone service, according to a new survey of Consumer Reports readers.
U.S. Cellular, a regional carrier, beat out the long-standing top provider Verizon Wireless, Consumer Reports said in a news release Monday.
In this year’s version of an annual Consumer Reports survey on cell-phone carriers, more than 58,000 ConsumerReports.org subscribers participated, the release said.
AT&T was the only carrier whose scores for overall satisfaction dropped significantly since last year, Consumer Reports said.
Verizon Wireless remains among the better performers, but Sprint has pulled even with the carrier in overall satisfaction, the news release said.
Sprint scored better than Verizon in some aspects of customer service — a turnaround from past years when that was a weak point for the company, the release said. T-Mobile was only slightly behind those two carriers in overall satisfaction.
More than half of the AT&T customers surveyed owned an iPhone, the release said. Consumer Reports found that iPhone owners were much less satisfied with their carrier. They rated data service (Web and email) lower than owners of smart phones on other carriers, the release said.
In response, AT&T released the following statement Tuesday:
“We take this seriously and we continually look for new ways to improve the customer experience. The fact is wireless customers have choices and a record number of them chose AT&T in the third quarter, significantly more than our competitors.
“Hard data from independent drive tests confirms AT&T has the nation’s fastest mobile broadband network with our nearest competitor 20 percent slower on average nationwide and our largest competitor 60 percent slower on average nationwide. And, our dropped call rate is within 1/10 of a percent — the equivalent of just one call in a thousand — of the industry leader.”
- Henry Unger, The Biz Beat
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