Consumer Reports ranks AT&T as lowest again in satisfaction survey

Consumer Reports ranks AT&T as lowest again in satisfaction survey

Summary: AT&T can't catch a break, but maybe the telecommunications provider only has itself to blame.

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TOPICS: AT&T
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Once again, AT&T has proven to be somewhat of a disappointment to consumers, according to Consumer Reports.

The publication's annual satisfaction survey found that AT&T was ranked at the bottom of the major mobile carriers in the United States. Interestingly, a lesser-known provider, Consumer Cellular, proved to be the most satisfying to customers.

The survey is based upon the responses from more than 66,000 subscribers of Consumer Reports with carrier ratings for 22 metropolitan markets. Poll participants were asked to rate service and the customer support experience with both standard and no-contract cell phone providers.

When it comes to the top tier domestic mobile providers, Verizon topped the charts, and Sprint reportedly followed. T-Mobile didn't do as well, but at least it fared better than AT&T.

One could argue that AT&T can't seem to catch a break lately. First, it has encountered enormous hurdles as of late in its now beleaguered bid to buyout T-Mobile for the purpose of expanding its own 4G network, which might actually be useful to some customers.

Nevertheless, opponents such as Sprint would argue that move isn't necessary, and that AT&T needs to dig deeper to fix itself.

Based on the fact that AT&T has been at the bottom of the polls at least two years in a row, the telecommunications company really only has itself to blame at this point.

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Topic: AT&T

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33 comments
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  • If AT&T is this bad

    Their churn #'s would be very high. They are not. So something has to be keeping people there.
    itguy10
    • Yes.. It's called locked in High ETF Contracts..

      @itguy10
      lenohere
      • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

        @lenohere Really? You would have thought by now people would have left and not that many would be signing up. Yet AT&T still signs up lots of people and they don't churn....

        For The Record: I'm a Verizon customer.
        itguy10
      • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

        @itguy10
        Not if they have that $350.00 to $375.00 ETF to break their contract with AT&T. There is also the activation fee to move to another carrier so it adds up to leave if you are still under contract. I also use Verizon as my service provider.
        lenohere
      • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

        @lenohere the contracts are only two years, plus they are prorated after the 1st year. If the service was SO BAD, I'd take the hit and bail. People keep signing up and coming back. I personally think ALL the carriers suck.
        DalyDose
  • They should change their slogan to...

    "Rethink Possibilities, You will get better service if you leave us."
    lenohere
  • What would happen....

    if you took the AT&T iPhone out of the equation?

    I would bet the network would score higher if you only rated it based on other smartphones. Most other phones don't drop calls like the iPhone does.
    Joe_Raby
    • Its not the phone..

      @Joe_Raby
      It's the coverage area. I can tell you exactly a place where any phone that is on AT&T network will drop a call in a certain neighborhood when other carriers work.
      lenohere
      • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

        @lenohere All carriers have dead zones. For example at my friends' house in the Hollywood Hills ONLY Sprint works. They HAVE to have Sprint or can expect zero coverage in their home.

        I can also tell you that I get AT&T coverage in places where iPhones don't register. I haven't had this experiment with the newest version of the iDevice, but historically it was proven true.
        DalyDose
    • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

      @Joe_Raby
      AT&T subsidizes/sells the iphone so when their customers buy a phone from AT&T, they expect it to work well with AT&T. Even if we ignore the fact that iPhone has been on the top rated carrier for a while, it's AT&T's blame to carry one way or another.
      anono
      • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

        @anono I don't agree. I can be standing NEXT to an iPhone user complaining about coverage and I'll have bars and can make a call. It's happened several times. You know...sometimes it's the phone.
        DalyDose
      • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

        @DalyDose
        If the iphone does in fact not work well on AT&T, it's their responsibility to not sell it. Their customers should expect any phone they buy at the AT&T store when they sign up for their contract to work well.
        anono
  • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

    Yeah, it gets really frustrating talking to my girlfriend sometimes, her calls drop pretty frequently.
    Dodgson1832
    • RE: her calls drop pretty frequently.

      @Dodgson1832

      You know that there are times when [b]that is a good thing!!![/b]

      :bigsmile:
      fatman65536
  • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

    Wp7 has failed.
    Even Samsung Bada outsells wp7
    Sultansulan
    • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

      @Sultansulan WP7 is just over a year old. Nokia is the big splash of this second generation and selling very well in Europe right now and will do so in the USA when they arrive in January. You don't have to buy one and that's not the point of this thread. The point is, that I get coverage at times that iPhone users claim there is no coverage...might be the phone.
      DalyDose
    • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

      @Sultansulan
      Where does it mention anywhere in the article anything about WP7? Furthermore it was mentioned as far back as last year that the Samsung Focus had better satisfaction ratings than all Android and iPhone devices. It will be amusing to hear the sales numbers from Nokia end of this quarter... They cannot keep stock of phones as they are selling out in Europe. Nokia Lumia 800 was also picked as phone of the year... Funny it hasn't even been out that long. Here is a graph for usage statistics in France...

      http://www.wpcentral.com/sites/wpcentral.com/files/postimages/15741/francetrafficstatslumia800.png

      Also as it launches in Singapore... People lining up waiting even through the rains...

      http://www.wpcentral.com/sites/wpcentral.com/files/postimages/4213/nokiasing.png

      I can't wait until it makes it to US shores. I'm waiting as Verizon is pushing me to get a new phone as my contract was up in July but I bought my WP7 for MSRP just to get away from Blackberry and since Verizon screwed their customers not only on BB OS6 for the Storm 2 they also were supposed to launch the phone in January and waited until June. Sprint had theirs out ASAP which there should have been no reason for Verizon to take so long. The HTC Trophy is also one of the best rated phones on Verizon as well... Either way I think Verizon's customer service sucks horribly as they had been of little use and it seemed they only knew a few short sentences and mainly... "Have you seen the Android phones?" Which I could care less about. It's sort of like going to the car dealership and saying "Hey do you guys have the Audi RS4?" their reply "What's an Audi?... Have you seen our selection of KIA's?" Yeah bout that...
      audidiablo
  • Most AT&T subscribers don't care what Consumer Reports says.

    We use what works best for us where we live. I don't subscribe to Consumer Reports, and never will. Because of their restricted and less than scientific sampling methodology, their surveys are far from conclusive. Furthermore, I don't need outside validation from a prejudiced sample for my decisions. Thankfully most of us aren't so insecure.<br><br>Joe Raby makes a valid point about the iPhone, From what I've read, discontented iPhone users that constantly complain about their experience refuse to consider pointing their fingers at Apple. The other thing I've noticed is that they seem to all come from one of two highly populated, and therefore congested, service areas, i.e., SF bay area and NYC.
    djchandler
    • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

      @djchandler
      +1 I totally agree. I live here in the Bay Area, ironically Cupertino and get to hear about it all the time. Very arrogant people with their phones and they blame the carrier... Remember antennagate? They didn't listen until Apple was offering free cases to help with the issue. Running joke for months was that you are holding it wrong. Mind you I don't have a problem with Apple as they make nice products but they also need to accept when they release something without proper testing or making a real fix to the design which they did a couple months later with a different frame. Consumer Reports is about as accurate as a drunken sailor trying to find the Hawaiian Islands. I do my own research and check things out first. I am on Verizon now and the service is alright but customer service bites. They only have one agenda... Android or very last resort iPhone... We'll see what happens when Nokia brings WP7, if they don't offer it on Verizon I am gone as well as many of my friends that are all patiently waiting for the Nokia's. Time will tell but the time is now where Nokia and WP7 are taking off at an alarming rate.
      audidiablo
  • RE: Consumer Reports ranks AT&T as lowest again in satisfaction survey

    I wonder what the numbers would be like if you took out all of the iPhone customers. They always blame every iPhone shortcoming on AT&T. My Windows Phone works just fine and I never really experience dropped calls...unless I'm talking to someone on an iPhone. ALTHOUGH, AT&T pissed me off when I called about my equipment upgrade date and they told me "April. Unless you want an iPhone then we can get you an early upgrade". That was lame and I would have dinged them on the survey for playing vendor favorites.
    DalyDose