AT&T* ranks first among four wireless service providers surveyed** in customer loyalty in San Francisco. According to a Brand Keys, Inc. ranking, AT&T customers in San Francisco will demonstrate the highest levels of brand loyalty and engagement over the next 12 to 18 months. This achievement builds on Brand Keys’ findings earlier this year in its 2011 Customer Loyalty Index that AT&T ranked number one nationally in customer loyalty for wireless phone service.
In an effort to learn more about AT&T’s position on a local level, AT&T commissioned Brand Keys, a marketing research company and recognized leader in measuring customer loyalty, to survey customers of four wireless service providers in San Francisco and rate them on four loyalty and engagement drivers: brand reputation and product design; competitive, easy-to-understand calling plans; connectivity and performance; and customer service. In San Francisco, AT&T ranked highest overall with a No. 1 ranking in competitive, easy-to-understand calling plans, connectivity and performance and customer service and tied for first in brand reputation and product design.
AT&T wireless customers in San Francisco have access to the nation’s fastest mobile broadband network, the ability to talk and surf at the same time on its mobile broadband network, Rollover® minutes and access to more than 24,000 Wi-Fi hot spots, including locations in all 50 states***. AT&T is a pioneer in emerging technologies, offering a wide array of popular smartphones, tablets and other devices. And, it offers a broad choice of voice, data and texting plans, including unlimited nationwide calling plans priced among the most competitive in the industry.
“In a category where differentiation has been difficult to come by, and the definition of ‘technology’ has been changing at the speed of the consumer, it’s a real credit to AT&T that they’ve been able to meet customer expectations, and garner a number one loyalty ranking,” noted Robert Passikoff, Founder and President of Brand Keys, Inc. “We congratulate AT&T on its first place ranking.”
“Nothing means more to us than earning the trust and loyalty of our customers,” said Terry Stenzel, vice president and general manager for AT&T in Northern California and Northern Nevada. “Providing an extraordinary customer service experience is a top priority of every employee at AT&T. We thrive on the loyalty of our customers.”
Another way to gauge customer loyalty is through customer churn and, in 2010, AT&T had the industry’s lowest total wireless churn in three of the four quarters. And, over the past year, AT&T’s wireless unit has recorded the fewest number of Better Business Bureau (BBB) complaints and received the lowest BBB complaint rate among the four largest national wireless carriers, contributing to an average national rating of A+.****