An earlier post by this blog examined a study that listed Amazon as having top customer service. Another recent study, this one done by Vocalabs, has identified major positive changes in the answering service of a large American company. Specifically, Verizon was noted as having notably better ratings for its live answering service than in 2011. It is an encouraging statistic that suggests positive developments, especially at a time when the company’s subscribers number over 90 million.
In a piece on Marketwatch.com, Vocalab CEO Peter Lippik pointed out what makes this different from the data culled in previous years.
“Verizon has had the best-rated customer service representatives every year, but Verizon customers often reported it was hard to reach a person,” he said. “In 2012 our survey data shows a big improvement in the ease of reaching a person at Verizon customer service.”
According to the study, 73 percent of calls to the phone giant’s customer support line last year were given the highest possible ranking by its customers, a 10 percent uptick from its previous results. When compared with four of the other largest American phone service providers, Verizon was the only company not to see any drop in this area.
Callers to any customer service line have their own horror stories about ineffectual service, yet the report suggests that to be less of an issue here. The data was gathered through surveys conducted over the phone after the end of a call.
Successful management of user complaints is just as important for a mammoth provider like Verizon as it is for a smaller company, perhaps even more so. Those companies on any level that manage to balance excellent online and live customer support could see their numbers making similar spikes.