Experience Points35

Voice of the Disconnected Customer

Submitted By: Joseph Jaffe
Company: AT&T  Company Rank: 35

AT&T and iPhone has become oil and water from a customer experience standpoint, but hopefully with the launch of "Marks the Spot" iPhone App, they'll begin to turn things around.

In a nutshell it's an app that AT&T customers can use to register dropped calls, failed call attempt, no coverage, data failure or poor voice quality and match that against both frequency (once, seldom, often, always) as well as the GPS location.

Once submitted there's a SMS verification.

I guess it's no different than a typical Windows notification of a crash back to Redmond HQ, but it's good to see AT&T stepping up and being accountable.

Still TBD is whether any customers will actually participate and contribute i.e. what's in it for us? and also how AT&T intends to both close the loop i.e. actually use the feedback and more importantly, connect back with the customer to give them a progress report/update.

...but it's a start.

Posted on February 10th, 2010 

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