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Monday, February 04, 2008
Verizon Wireless and T-Mobile Tie for First Place in VocaLabs Customer Service Study


Vocal Laboratories Inc. (www.vocalabs.com) today announced the results of its 17th quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies.

During the three months ending December 31, 2007, Verizon Wireless (NYSE:VZ) and T-Mobile (Deutche Telekom AG) tied for the top honors, earning "A?s" in Caller Satisfaction and "A?s" for Call Completion, a measure of how many callers were able to complete get what they needed in a single call.

AT&T (NYSE:T), formerly Cingular, scored "B's" for both benchmarks.

The survey sample this quarter was insufficient to issue Sprint (NYSE:S) formal letter grades, but its benchmark scores were in the "C" range for both Caller Satisfaction and Call Completion.

VocaLabs CEO Peter Leppik comments: "We?ve been following customer service quality in the mobile phone industry for over four years, and during that time the industry as a whole has posted a significant, sustained, and meaningful improvement in customer service quality. This trend continued in the December 2007 quarter, with industry averages on all our major benchmarks showing improvement."

To learn more about VocaLabs services, visit www.vocalabs.com. An Executive Summary and complete SectorPulse Wireless data reports are available by subscription. Contact VocaLabs at sales@vocalabs.com, 952-941-6580.

About SectorPulse

VocaLabs' SectorPulse reports compare the customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. VocaLabs consumer panelists who are customers of one of the companies included in this report are asked to participate by completing surveys before and after a call to their service provider.

About Vocal Laboratories

Vocal Laboratories is a survey and professional services company specializing in collecting customer feedback about customer service quality. VocaLabs has won numerous industry awards for its innovative survey techniques for delivering timely, accurate, and actionable data in the call center.


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