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In this year's MSN Money-Zogby International survey, 34% of respondents familiar with Qwest Communications' customer service rated it "poor."
The Denver company, which operates primarily in 14 Western and Midwestern states, has been selling its wireless service to 860,000 customers through Sprint Nextel, which ranks No. 3 in MSN Money's Customer Service Hall of Shame. Qwest also offers video and Internet services, as well as bundled packages similar to those of Comcast and Time Warner Cable, two other companies that made the Hall of Shame.
However, Qwest recently announced it would drop Sprint Nextel to team up with Verizon wireless for the next five years.
Qwest declined to discuss the results of the MSN Money-Zogby survey but sent a note that outlined other recent awards it had received for good service.
"Qwest is committed to the Spirit of Service, and always strives to put the customer experience first. Over the past few years, Qwest has made significant improvements in this competitive service business as evidenced by its top ranking in national customer service surveys and reports," spokeswoman Margaret Fogarty wrote in an e-mail.
"At Qwest we believe there is always room for improvement and our commitment to exceeding customer expectations is a never-ending process. We are proud of the awards and accolades we have received for our customer service."
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The company said:
- J.D. Power and Associates last year ranked Qwest highest in customer satisfaction among high-speed Internet service providers for the Western region.
- Qwest tied for first last year in the University of Michigan's American Customer Satisfaction Index for fixed-line telephone companies.
- Qwest has consistently led the Paisley National Directory Assistance Performance Index rankings for its directory-assistance services.
In the MSN Money-Zogby survey, 29% of those familiar with the company's customer service rated it "fair," 28% "good" and 9% "excellent."
Qwest's sales have declined 2.2% in the past five years, and its stock price has dropped 49% in the past year. In the past 12 months, the company has posted $13.7 billion in sales and income of $2.8 billion.
Published May 28, 2008
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