Trefis recently looked at the three reasons that Sprint is seeing an uptick in customer satisfaction that is showing in their stock prices. Over the past few years, Sprint has treaded a rocky road when it comes to customer satisfaction. They have found a way to turn this around. One reason they’ve increased customer satisfaction is because they’ve identified and supplied the need for prepaid phone cards. Supplying prepaid cards also allows for Sprint to avoid monthly subscriber losses due to unpaid bills. They’ve also increased the visibility of their brand and introduced new SmartPhones that are appealing to their audience. Read about their other improvements here.
KansasCity.com reports that Sprint CSO Bob Johnson could be planning to close as many as 20 call centers in 2009. They are expecting a 20% drop in calls about billing and handsets due to improvement in Sprint service. Johnson also cites that customers call Sprint at a very high rate, more than any of their competitors.
What do you think about moves like this? Although Sprint has improved their service, do you think taking away their customer care continue to affect the reality of the situation in a positive light?