You have to love independent surveys. I can stand up in front of customers all day and tell them how good a job Sprint is doing, but they tend to discount what I say since I work for Sprint. You can’t really blame them; they hear that from everybody. So it’s great when a third-party survey – particularly one done by two well-respected organizations – comes along and makes the point.
Yankee Group and Mobile Enterprise Magazine recently did a survey on customer satisfaction with wireless voice and data services, and Sprint came out looking very good. We were #1 in overall satisfaction both for wireless voice and wireless data providers among large business users. We did well with smaller customers too, but we particularly blew away The Other Guys when it came to large enterprises.
The latest issue of Mobile Enterprise details the November 2009 survey of 274 large businesses (those with over 500 employees) and 292 smaller businesses. Of the 10 categories in the survey, Sprint finished first or second in nine of them. We took first in service and device pricing, device selection, account management, customer service and support, and integration of wireless and wireline services. We placed second in voice coverage, voice quality, and ease of activation and fulfillment.
On the smaller business side, Sprint took first place in voice service pricing, device pricing, and account management, plus second place in the ease of activation and fulfillment and customer service and support categories.
Looking at data, Sprint won the overall satisfaction “prize” among larger businesses, with #1 rankings in ease of activation and fulfillment, device selection, and customer service and support, plus second place in data service pricing, device pricing, data speeds and throughput, account management, and the selection of mobile business applications.
Among smaller businesses, Sprint took second place overall in data service satisfaction, with a first place in data service pricing and seconds in device pricing, account management, and customer service and support.
This survey, which validates what we’ve been saying for some time now, demonstrates why more than half of new Sprint subscribers are business users. Mobile workers, whether they’re more interested in talking or in using data services, recognize how important it is to have a dependable and cost-effective provider that offers strong support and a broad selection of devices.
When you get a chance, check out the Mobile Enterprise article and the Yankee Group survey. It makes for interesting reading. You can also read what others are saying about it at CIO Today, eWeek, CED, and Buzz About Wireless.