With all due respect for Wayne Gretzy's kids, I have always used the phrase "Best High School Hockey Player in the State of Arizona" to describe someone or something that was the best of a "not spectacular" group. Well, I found just such a situation with the recently released American Customer Satisfaction Index (ACSI).
It appears that Verizon came out at the top in customer satisfaction in the wireless and fixed telecommunication categories. However, "at the top" should be taken with a grain of salt. All telecommunications service providers ranked well below the overall average of all industries ranked by the ACSI. Quite literally, Verizon is the best of a bad lot. And the trends are not heading the right direction.
Perhaps all telecom service providers should look at the enabling their employees to make the best of their customer interactions. Here is an interesting look at how that might be accomplished.
Posted May 31, 2007 8:00 AM
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