Last Again! Once More, AT&T Places Dead Last in Customer Satisfaction
Smaller companies rate higher than 'big 4' providers
12/06/2011 | By Mark Huffman
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ConsumerAffairs.com
| Cell Phones & Smart Phones
For a second straight year, AT&T finished last in Consumer Reports' cell phone customer satisfaction survey. The non-scientific poll questioned 66,000 Consumer Reports subscribers.
The survey found that consumers rated the smaller national and regional mobile providers higher than their larger competitors -- AT&T, Verizon Wireless, Sprint and T-Mobile. Heading the list in customer satisfaction is Consumer Cellular, a small national carrier. Ironically, this first-place finisher uses last-place AT&T's national network.
U.S. Cellular, which only operates in half the U.S., finished second in the poll.
TracFone was rated one of the better carriers among prepaid cell-phone service providers, with Straight Talk, T-Mobile and Virgin Mobile. All of the top four prepaid carriers received above average scores for value. Readers who prepaid for their cell-phone service were more satisfied overall than respondents with standard service.
“Our survey indicates that prepaid customers and those with smaller standard service providers are happier overall with their cell-phone service,” said Paul Reynolds, electronics editor for Consumer Reports. “However, these carriers aren’t for everyone. Some are only regional, and prepaid carriers tend to offer few or no smart phones. A major carrier is still a leading option for many consumers.”
Nobody's perfect
Indeed, ConsumerAffairs.com has logged a number of complaints from nearly every cell phone company's customers over the years. Ira, of Boone, Iowa, said Consumer Cellular charged him for a monthly texting plan, even though he didn't order it and doesn't even know how to text.
"I will ask the credit card company to enter into the dispute process," Ira told ConsumerAffairs.com. "In my view, I should not have to pay for any service I never ordered!"
TracFone, meanwhile, is also the source of regular consumer complaints.
"I bought a TracFone last month and the reception is so bad that nobody can hear me on the other end," NiVonne, of Winchester, Va., said. "I have spent most of my minutes repeating myself when I use the phone. I phoned customer service, which is a total joke."
Of the four major U.S. national cell-phone standard service providers, Verizon and Sprint were the better-rated carriers in the Consumer Reports poll. Verizon had an edge over Sprint in texting and in knowledgeable support staff, but Sprint rated better in value. T-Mobile was below Verizon and Sprint but continued to rate significantly better than the higher-priced carrier AT&T, which recently withdrew its application to the FCC to merge with its better rival.
Marc Saiz (Tue, 06 Dec 2011 22:14:20 +0000): Of the four major U.S. national cell-phone standard service providers, Verizon and Sprint were the better-rated carriers in the Consumer Reports poll.
Roger Bradley (Wed, 07 Dec 2011 04:56:13 +0000): I have been with straight talk for over two years and after being with t-mbile for five years brfore that I have to say that the big kids could learn a few lessons from the newer kids on the block. Straight talk keeps it simple and you can't beat the price. Especially if you are carrying a contract with one of the giants, they can't touch the prepays for service and simplicity. A little competition never hurts anybody.
Nola Henderson (Wed, 14 Dec 2011 12:51:08 +0000): Well...if you take into consideration that tracfone still hosts the only nationwide prepaid service for seniors, their SVC brand, then it doesn't come as a surprise that they also do well with customer satisfaction. Look at the big carriers they get their airtime from, who aren't prepared to do the effort with seniors, regardless of the fact that they can afford to (more so than a reseller like tracfone), simply cause it's not worth their time. Those big guys are only interested in the profit baring data centric plans, and not the small margins there are to be made from pensioners.
Ally Taylor (Fri, 30 Dec 2011 05:02:16 +0000): I think more and more people are turning to prepaid to gain some control over their monthly spending. Not only are they cheaper, but all the extras like overages and early termination fees fall away. The second someone feels in control, they are going to be happier about their service. I saw this with my mom when she got her SVC(Tracfone's phone for seniors) and she could actually afford the service with no surprises, and what's more, they run off AT&T's towers! Was enough to make me switch over to prepaid too and I haven't looked back.