Some of you may not be aware that this month Sprint received top honors in a Pali Research study for wireless customer care response times, beating out our competitors. The study, which included 2,500 calls placed into the call centers of all of the major wireless carriers, showed Sprint answered more than 91 percent of the calls within 30 seconds or less. While this study recognizes only one segment of the overall customer experience, it does underscore all of the hard work Sprint’s customer care organization has put in over the last 12 months to improve upon the service we provide to our customers. We realize there is always lag time between the actual improvements we make and what is reflected in these studies, so our performance in the Pali Research study is encouraging.

 

Our goal continues to be to reduce or eliminate our customers’ “pain points” upfront so that you won’t have to worry about calling us to try to resolve an issue. This is one of the reasons we launched our Ready Now program (www.sprint.com/readynow) in Sprint retail stores. We trained and certified all of our store associates to be able to work one-on-one with customers to personalize your phones, help you set up features, show you how they work, and answer any questions before you leave the store. On the customer care side, we’re asking ourselves if we’re resolving issues on the first call, are we providing a consistent quality interaction when you call us, and have we set up every customer’s account correctly and confirmed those details with them?

 

As I’ve said before, in reviewing our own internal metrics, we know we still have a way to go, but we believe we’ve made some significant improvements and we’re excited to see that we’re starting to be recognized for those efforts. I assure you that my team and I have made improving your customer experience priority number one. We know you have choices in wireless service and we are going to work hard to earn – and to keep – your business.

 

Thanks.

 

Bob