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BUSINESS
November 21, 1990 | BRIAN S. MORGAN and DIANE H. SCHMALENSEE, BRIAN S. MORGAN and DIANE H. SCHMALENSEE a re vice presidents of Opinion Research Corp . , a research and consulting firm headquartered in Princeton, N.J.
American industry is sold on the idea of service quality. Every major business publication has run a cover story on customer service, and companies that have won the Commerce Department's Malcolm Baldrige National Quality Award have invested heavily in advertising their accomplishments. American executives who participated in a recent survey by Opinion Research Corp . on quality issues said they look for Baldrige Award winners as suppliers.
ARTICLES BY DATE
AUTOS
March 13, 2013 | By Ronald D. White
Drivers gave the service departments of Lexus and GMC the highest ratings in the latest J.D. Power & Associates survey on customer service. The results, released Wednesday,  mark GMC's first time at the top of the rankings, Chris Sutton, senior director of automotive retail for J.D. Power, said in an interview. The rankings are based on a survey late last year of more than 91,000 people who owned or leased 2008 to 2012 model-year vehicles Five measures were examined to determine overall satisfaction with dealer service.
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REAL ESTATE
September 23, 2007 | Jack Guttentag, Inman News
I recently returned from a boat tour in Indonesia and was impressed by the quality of the service provided by the tour company. The employees went out of their way to make the experience a pleasurable one for the customers. Other tour companies we have used in the past were equally good. My impressions are consistent with those of many other travelers with whom I have compared notes.
BUSINESS
November 29, 2012 | By Andrea Chang
Verizon Wireless has topped an annual list of best cellphone carriers published by Consumer Reports. Of the four major U.S. national cellphone standard service providers, Verizon received favorable scores for voice and data service quality, and for support attributes such as staff knowledge and resolution of issues. Sprint, T-Mobile and AT&T each received mostly middling to low marks, particularly for voice and text service quality, Consumer Reports said. AT&T was among the lower-scoring providers, but its 4G LTE network was rated the most favorably of any carrier.
BUSINESS
November 29, 2012 | By Andrea Chang
Verizon Wireless has topped an annual list of best cellphone carriers published by Consumer Reports. Of the four major U.S. national cellphone standard service providers, Verizon received favorable scores for voice and data service quality, and for support attributes such as staff knowledge and resolution of issues. Sprint, T-Mobile and AT&T each received mostly middling to low marks, particularly for voice and text service quality, Consumer Reports said. AT&T was among the lower-scoring providers, but its 4G LTE network was rated the most favorably of any carrier.
AUTOS
March 13, 2013 | By Ronald D. White
Drivers gave the service departments of Lexus and GMC the highest ratings in the latest J.D. Power & Associates survey on customer service. The results, released Wednesday,  mark GMC's first time at the top of the rankings, Chris Sutton, senior director of automotive retail for J.D. Power, said in an interview. The rankings are based on a survey late last year of more than 91,000 people who owned or leased 2008 to 2012 model-year vehicles Five measures were examined to determine overall satisfaction with dealer service.
CALIFORNIA | LOCAL
April 26, 1998
Re "Report Contradicts Audit of Meals Program for Senior Citizens (April 7): The grand jury just can't get it right. Last year the Orange County Grand Jury, for no apparent reason, asked a consultant to audit Orange County's support programs for the elderly. While the Feedback Foundation has enjoyed a reputation for cost effectiveness and service quality for 25 years, he reported problems with high costs. The county moved to fix the problem, even though the consultant's report just didn't add up and he refused to defend it. Six months later we learned that the report was in fact flawed and Feedback's costs are actually below the norm.
BUSINESS
March 29, 1988 | Associated Press
Top-level management should rely on "front-line" employees and the public to gauge service quality and corporate image, the key factors in attracting and retaining business, according to a report on consumer attitudes released Monday. The survey of more than 3,200 employees at 14 large companies in the United States and Canada found a trend toward emphasizing consumer satisfaction above bottom-line profit strategy. "There's a certain arrogance in companies on a downward spiral," said Richard C.
BUSINESS
June 12, 2003 | James S. Granelli, Times Staff Writer
Three months after a state report criticized local telephone service in California, two Public Utilities Commission members issued an alternative view Wednesday that describes service as good to excellent. The dissenting analysis by Commissioner Susan P. Kennedy and PUC President Michael R. Peevey sets the stage for a showdown next month as the commission considers stricter oversight of the state's dominant local carriers, SBC Communications Inc. and Verizon Communications Inc.
NEWS
October 19, 2000 | ELIZABETH DOUGLASS, TIMES STAFF WRITER
Mobile phone companies are moving at warp speed these days, signing up record numbers of customers, lowering prices, and unveiling gee-whiz phones that let users retrieve e-mail, buy gifts and play games with the touch of a few buttons. But as service options grow, so do consumer complaints. There is mounting discontent among the industry's 101 million domestic subscribers.
BUSINESS
April 19, 2012 | By Marc Lifsher
SACRAMENTO - Four out of five members of a divided California Public Utilities Commission are strongly criticizing a bill moving unopposed through the Legislature that would strip the agency of its last vestige of authority to regulate some basic telephone services. The members debated Thursday but did not vote to oppose legislation by the powerful chairman of the Senate Energy, Utilities and Telecommunications Committee at the behest of AT&T, Verizon Communications and a number of high-tech business groups.
REAL ESTATE
September 23, 2007 | Jack Guttentag, Inman News
I recently returned from a boat tour in Indonesia and was impressed by the quality of the service provided by the tour company. The employees went out of their way to make the experience a pleasurable one for the customers. Other tour companies we have used in the past were equally good. My impressions are consistent with those of many other travelers with whom I have compared notes.
BUSINESS
June 12, 2003 | James S. Granelli, Times Staff Writer
Three months after a state report criticized local telephone service in California, two Public Utilities Commission members issued an alternative view Wednesday that describes service as good to excellent. The dissenting analysis by Commissioner Susan P. Kennedy and PUC President Michael R. Peevey sets the stage for a showdown next month as the commission considers stricter oversight of the state's dominant local carriers, SBC Communications Inc. and Verizon Communications Inc.
BUSINESS
November 8, 2002 | Elizabeth Douglass, Times Staff Writer
State regulators Thursday launched an investigation into SBC Pacific Bell's planned job cuts in California, vowing to make sure the cutbacks don't diminish the quality of service the phone company provides to two-thirds of the state's homes and businesses. The California Public Utilities Commission's move, approved in a unanimous vote, follows an October pledge by two commissioners to look into the issue.
NEWS
October 19, 2000 | ELIZABETH DOUGLASS, TIMES STAFF WRITER
Mobile phone companies are moving at warp speed these days, signing up record numbers of customers, lowering prices, and unveiling gee-whiz phones that let users retrieve e-mail, buy gifts and play games with the touch of a few buttons. But as service options grow, so do consumer complaints. There is mounting discontent among the industry's 101 million domestic subscribers.
CALIFORNIA | LOCAL
February 19, 1999 | BOB POOL, TIMES STAFF WRITER
Politicians like to boast about how good they are at cutting the fat in government bureaucracy. Too bad they can't cut some of the fat of those government burgers. Greasy hamburgers are a common denominator at cafeterias in government office buildings across Los Angeles, according to an informal, unscientific comparison of lunchrooms by The Times. And why not?
BUSINESS
April 19, 2012 | By Marc Lifsher
SACRAMENTO - Four out of five members of a divided California Public Utilities Commission are strongly criticizing a bill moving unopposed through the Legislature that would strip the agency of its last vestige of authority to regulate some basic telephone services. The members debated Thursday but did not vote to oppose legislation by the powerful chairman of the Senate Energy, Utilities and Telecommunications Committee at the behest of AT&T, Verizon Communications and a number of high-tech business groups.
BUSINESS
June 18, 1995 | LESLIE HELM, TIMES STAFF WRITER
Even before buying his dream house in a Denver suburb, Carl Filoreto put in a call to the local phone company, US West. Filoreto, a cameraman, and his wife Lynn, a news anchor for a local television station, wanted to be sure the phone would be connected when they moved in. No problem, the phone company said. But in mid-April, a week after arriving at their new address, the Filoretos were still without a phone--and US West was telling them to wait another three weeks. "I can't tell you how frustrating it's been," says Filoreto, who finally got phone service after badgering US West for weeks and threatening to call everybody from newspaper reporters to the governor.
CALIFORNIA | LOCAL
April 26, 1998
Re "Report Contradicts Audit of Meals Program for Senior Citizens (April 7): The grand jury just can't get it right. Last year the Orange County Grand Jury, for no apparent reason, asked a consultant to audit Orange County's support programs for the elderly. While the Feedback Foundation has enjoyed a reputation for cost effectiveness and service quality for 25 years, he reported problems with high costs. The county moved to fix the problem, even though the consultant's report just didn't add up and he refused to defend it. Six months later we learned that the report was in fact flawed and Feedback's costs are actually below the norm.
CALIFORNIA | LOCAL
September 17, 1995 | TIM SHAW, Tim Shaw is executive director of the Orange County Homeless Issues Task Force and chair of the Partnership for Responsible Public Policy, a coalition of community-based organizations
The Orange County Board of Supervisors will soon vote on a county budget for the 1995-96 fiscal year. The proposed budget will further slash vital county services, already drastically cut to deal with the bankruptcy. These cuts come with a human price. The services removed or reduced today will have far-reaching, and not-so-obvious future impacts on the average citizen, as well as the most vulnerable in our county.
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