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AT&T took the lead in customer service quality in the last three months of 2011 as Sprint and T-Mobile lost ground, according to the latest study on phone-based customer service quality conducted by Vocal Laboratories.

In telephone interviews conducted immediately following a customer service call during the three months ending December 31, 2011, 69% of AT&T customers surveyed were "Very Satisfied" with the experience, up from 65% a year ago.

Fifty-nine percent of Sprint customers gave the experience their top rating, down 12 points from the end of 2010; while T-Mobile posted a 17-point drop to end 2011 at 48% "Very Satisfied." Verizon was effectively unchanged at 60% satisfaction.

"When companies get distracted, or focus on only one part of their customer experience or product portfolio, the overall customer experience can suffer. We will be watching Sprint and T-Mobile in 2012 to see if they can recover the ground lost in 2011." said Peter Leppik, CEO of Vocalabs.

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