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Employees Back Sprint CEO Dan Hesse

Posted by: Olga Kharif on February 18, 2009

Glassdoor, a site that tracks employee satisfaction, has just published the results of a new survey, which delves into what employees think of their employers. As can be expected CEOs of Motorola and Sony Ericsson, which have been doing badly, got poor ratings, while staffers raved about Apple CEO Steve Jobs.

But the most interesting part of the survey concerns employees’ satisfaction with their carrier employers. Sprint Nextel’s CEO Dan Hesse has received the highest employee satisfaction score among carrier CEOs, of 50%. By comparison, CEO of AT&T Mobility only received a 36% rating.

The results are surprising, because AT&T is doing well, and Sprint, by all accounts, is not. The company will report its fourth-quarter results tomorrow. And most analysts expect that Sprint has lost some more customers late last year. Meanwhile, AT&T, which is the exclusive carrier for the iPhone in the U.S., is doing extremely well, and gaining additional subscribers. So, what’s going on?

Clearly, the survey may be an indication that Sprint is finally starting to get better. It could also signal that the iPhone — the device responsible for much of AT&T’s growth in the past year and a half — may be running out of steam. Do you agree? How would you interpret these results?

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Reader Comments

Jim Hollinshead

February 19, 2009 10:00 AM

Hi Olga,

I have to tip my cap to Dan Hesse. He inherited quite a mess when he stepped in as CEO of Sprint. The character of a man is revealed when times are tough and the survey results are evidence that Sprint employees respect Hesse. As for the future for Sprint? Americans love to rally around the underdog. Maybe these survey results are a portend of better days ahead.

As for AT&T, the survey results and the state of the iPhone are not connected. I would attribute the lower CEO Score at ATT Mobility to the merger of the four Bell companies into the new ATT. Nobody likes change and I think the score reflects that.

As for the iPhone, its meteoric ascent into Smarthpone Stardom is just getting started. This is an icon in the making, not "just another device" that others will replicate. The last year and a half of explosive iPhone sales only represents early adopters and consumers and we are only only Generation One of the device. Watch for adoption of iPhone in the Enterprise to blossom and the explode over the next two years and buy some Apple Stock while it is still cheap!


Jim Hollinshead
The Mobility Practitioner


February 20, 2009 06:24 PM

Employees have known for years that customer service was the worst and and all the previous CEO's would just say "We must have patience, oh and we need to reduce costs by a several million dollars" Dan Hesse FINALLY understands, especially in the times we are in now, most of the United States companies make their money from providing a service and without customer service you will not make it. It is probably too late for Sprint, luckily for them the economy is bad or else someone probably would have bought them already. Once they do get turned around or people stop leaving someone will just buy them for cheap.

Phil Knight

November 2, 2009 07:53 PM

For Mr. Dan Hesse,Sprint CEO,
Sir I've been a customer of Sprint since 2000 and I was in a Sprint store to get a new phone. I asked the question, will this phone make international calls, answer was no. The saleswomen told me of a new phone coming out that will do that, but not out yet. I didn't want to wait as long for that phone as I did when I was told of the Instinct new s30 model, but went ahead a purchased the Instinct s30. About 60-days later the Tour comes out. Now I'm told I can't move up to newer phone on the same terms I got the Instinct s30. I felt it necessary to contact you about this problem. I in turn did not know of your 30-day limit on up grades, and have to keep this phone. Things are changing for me in the media industry for me and I will be overseas in the future and didn't want to be tied to a phone for any length of time when doing business. Can you do anything for a long time customer, and lift the restrictions so I can change over to a phone that will serve me well. Thank you for your response, Phil Knight

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BusinessWeek writers Peter Burrows, Cliff Edwards, Olga Kharif, Aaron Ricadela, Douglas MacMillan, and Spencer Ante dig behind the headlines to analyze what’s really happening throughout the world of technology. One of the first mainstream media tech blogs, Tech Beat covers everything from tech bellwethers like Apple, Google, and Intel and emerging new leaders such as Facebook to new technologies, trends, and controversies.



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