AT&T “Mark The Spot” App is Brilliant
Yesterday, AT&T released (or should I say Apple) a customer service application for the iPhone called "Mark The Spot". It is brilliant on several levels.
- It allows frustrated customers to easily vent
- It provides AT&T network engineers with additional data to map issues
- It shows leadership in utilizing crowd sourcing to gather customer service data
- It shows its customers that it is trying to listen, the next step fix the iPhone (new chipset!) and network
From my experience in Washington, DC the AT&T 3G network has gotten better and better (the new cell tower down my street clearly helps), but when I was in midtown Manhattan last weekend I can vouch that 3G data sucked (awful latency) on both the iPhone and the Verizon HTC Eris.
The Mark the Spot app is available in the App store for free.
Shouldn't AT&T's network equipment be able to determine a dropped call without he subscriber's help?
When I heard about this, my immediate thought was that it's either a sham--an empty way to make customers think they're giving feedback when it's really reports just go into the dustbin--or symptomatic of crappy technology on AT&Ts part.
Why should I, a paying customer, have to do AT&T's network troubleshooting for them?
Posted by: Chris Carlin | December 09, 2009 at 09:41 AM