AT&T Responds to Poor Consumer Reports Showing
December 8, 2010 7:29 AM
comment(s) - last by
Touts Better Business Bureau "A" rating
of a wireless carrier customer satisfaction survey that was not too favorable for AT&T. In fact, the nation's second-largest carrier ranked dead last, and was the only carrier to drop significantly in score.
Today, AT&T is on the offensive, countering the
a press release
touting the carrier's "A" rating with the Better Business Bureau.
According to AT&T, the company has logged the fewest number of complaints and has the lowest complaint rate with the BBB out of the four major wireless carriers. AT&T has even put together another color-coded graph, similar to
the one provided
in its "fastest-network" claim, which charts the results without calling out any of the other carriers by name.
AT&T says that wireless customers log more complaints with the various BBB's each year than any other entity, including the Federal Communications Commission. Thus, the argument goes, having a complaint rate that is 34% lower than the nearest competitor (Verizon) means that AT&T's services are better.
When doling out scores, the BBB evaluates companies based on 17 categories which include accreditation (which AT&T has and pays for), how the company responds to consumer concerns, complaint history, and "the truthfulness of its advertising claims."
This article is over a month old, voting and posting comments is disabled
RE: Consumer Reports
12/8/2010 1:26:42 PM
(Disclaimer: I subscribe to Consumer Reports.)
Consumer Reports satisfaction ratings are based on voluntary subscriber feedback, so it does suffer from self-selection bias. e.g. People who have had problems are more likely to submit a negative survey. Likewise, people who buy a more expensive item may feel they're getting a better product, and thus bias their survey higher.
So it's tough, often impossible, to read much into the
of differences in survey results between companies. But the
in which the different companies place is usually pretty reliable. The year-to-year movement of a single company up or down between annual surveys is usually very reliable, since those only compare a company against itself.
There's also the self-selection of people who subscribe to CR. For whatever reason, people who subscribe to it tend to like Asian import cars more than domestic or European cars. So CR's satisfaction surveys for cars tend to be biased towards Asian imports.
Their product ratings (not satisfaction ratings) are based on their own product reviews, so do not suffer from this bias. I should also note that they do not get samples from manufacturers like most reviewers; they go to a store and buy the product off the shelf just like you or me (yes, this includes cars). So if there's a large deviation between their reviews and other reviews for a product, my first suspicion would be that the manufacturer is providing spiked or enhanced versions of their product to reviewers.
Their product review methodology is sometimes questionable, but what I've noticed is that they tend to design their reviews from the viewpoint of what an average consumer would look for. If you're an enthusiast in that product market, they're not going to look at a lot of the little details you consider important. Most of the stuff I buy I don't really care about as long as it works well and doesn't cost much; and CR is great for this. The stuff I do care about like computers or cars, I'm intelligent enough to find direct reviews online and compare spec sheets on my own.
RE: Consumer Reports
12/8/2010 3:18:21 PM
Mostly agreed, except my personal bias against domestic autos came from hard experience. It's no mystery to me why they've done poorly in CR in the past. Not to say things haven't improved substantially on the quality front of late. I'm almost ready to give Ford a chance again, after that POS Taurus put me through hell.
"Young lady, in this house we obey the laws of thermodynamics!" -- Homer Simpson
IPhone Users: "AT&T Sucks"
December 7, 2010, 8:39 AM
Report: AT&T Delivers Nation's Fastest Mobile Broadband Network
November 23, 2010, 7:44 AM
Report: Next-Generation Surface RT Tablet to Feature Qualcomm's Snapdragon Processor
June 19, 2013, 8:41 AM
Google Starts Testing Balloons to Provide Internet Service to Ground Users
June 19, 2013, 8:20 AM
Lenovo Introduces $900, 15" ThinkPad S531 Ultrabook
June 18, 2013, 3:46 PM
Just How Powerful is the Xbox One? Microsoft is Confused
June 18, 2013, 11:30 AM
Microsoft Offering Schools/Colleges $199 Surface RT Tablets
June 18, 2013, 10:24 AM
Quick Note: First "Apple Approved" iOS Game Controller Pictured
June 17, 2013, 10:20 AM
Most Popular Articles
Source: Don't Worry, NSA Spies on "99 Percent" of Americans' Locations, Call Records
June 14, 2013, 3:57 PM
Xbox Chief: If You Can't Get Online, Don't Buy an Xbox One
June 12, 2013, 9:57 AM
GigaHertz Wars 2.0? AMD Releases World's First 5.0 GHz FX Processor
June 11, 2013, 3:16 PM
Former Palm CEO: Selling Palm to HP was a Waste
June 12, 2013, 10:19 AM
Report: Apple to Release Larger iPhone Screens, Cheaper iPhone for $99
June 13, 2013, 9:41 AM
Latest Blog Posts
Lumosity: Does it Work?
May 22, 2013, 8:20 PM
Quick Note: Sony "Teases" PS4 Ahead of Xbox Reveal in New Video
May 20, 2013, 12:33 PM
Nokia Introduces Instagram-Like App of Its Own to Help Lumia Sales
May 20, 2013, 7:10 AM
Parents of Pre-Teen Drivers Commonly Practice Distracted Driving Says Study
May 9, 2013, 7:16 AM
Apple's iOS 7 Running Into Internal Delays Due to Massive Overhaul
May 1, 2013, 4:26 PM
More Blog Posts
Copyright 2013 DailyTech LLC. -
Terms, Conditions & Privacy Information