March 14th, 2011


Free form response fields in an ATT customer satisfaction survey.

Earlier you rated your satisfaction with the representative who assisted you a 9. What did the representative do well to receive that rating?

James was very helpful and cheerfully admitted when he did not the answer to some of my more technical questions.

Earlier you rated your willingness to recommend AT&T to a friend or colleague a 3. Please explain why your rating wasn't higher.

Politics and history, to wit: AT&T's corporate reputation throughout its history has been one of monopoly, abuse, customer disservice and neglect. The federal government breakup of AT&T into the Bell companies was reverted less than ten years later and I'm not convinced this was a good idea.

To quote an old SNL sketch: "We're the phone company. We don't care; we don't have to."

I mean seriously, your corporate logo is the Death Star.