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Sprint aims to be recognized for providing the best wireless customer experience in the industry and we continue to make great strides. Our steadfast focus on the customer experience has helped us achieve significant improvements in first call resolution and overall customer care satisfaction. According to the 2013 American Customer Satisfaction Index (ACSI), Sprint is the most improved company in customer satisfaction, across all 47 industries, over the last five years. Sprint also ranked highest in delivering the best value among national carriers in the same study. In addition to ACSI, our commitment to provide exceptional customer service continues to be recognized by leading third parties (link to awards site).
Our success in customer support is because of our dedication to being a customer advocate. Sprint empowers its employees to be advocates through formal programs and training seminars. These programs ensure that corporate and customer-facing employees are equipped with the knowledge to do the right thing for our customers. This means we aim to provide the best customer experience at every customer touch point.
Sprint's customer care commitments are guided by five daily promises we make to our customers:
Sprint also makes great efforts to meet our customers where they would like us to meet them. Many customers, for example, find it convenient to ask questions or seek assistance on Facebook, Twitter and other online sites. We have dozens of dedicated agents on the Sprint Social Care team who help thousands of customers each week through interactions on Twitter, Facebook and our online Community on Sprint.com.
We are rolling out new self-service tools to help customers quickly and easily make changes or obtain information about their accounts without ever having to contact a service agent or visit a store.
Sprint's self-service options allow customers the opportunity to access account information, usage details, device tutorials, as well as many self-service functions. Our social care online community encourages our consumers to provide discussion on issues and interests, resulting in dialogue that assists customers in resolving issues quickly, and often with the assistance of others who have experienced similar circumstances. Our Sprint Customer Care organization is available on Facebook and Twitter to provide customers with unlimited access to Sprint for advice and trouble shooting.
Customer focus and issue resolution is Sprint's first priority. Eliminating the need for a customer to call care positively impacts the quality and value of our interactions with customers. A positive interaction with Sprint provides value to the customer, reducing the likelihood to switch to another carrier. Consistency across service operations is key to Sprint's success and significantly improves our customers' experience.
To hold us accountable to our customers' interests, Sprint uses both internal and external indicators for customer satisfaction. These indicators let us know that our commitment to customer support is being fulfilled. Our internal indicators, which track customer satisfaction, show that Sprint has seen continued year-over-year improvements in customer satisfaction.
Sprint customers continue to see unprecedented, continuous improvement in their experiences — thanks in large part to the Sprint Customer Care organization. Sprint's customer care systems have been upgraded extensively during the past four years to provide more insight to customer information and more in-depth analytics on customer accounts and transactions. Through an unwavering focus on the customer, we addressed "upstream drivers" — the reasons customers call us. By mid-year, Sprint had introduced i-Care, a simplified desktop tool for customer support, to nearly all of its frontline agents for a more seamless interaction with our customers. During this time, calls per subscriber, handle time and transfers showed dramatic improvement.