Popular marketing research firm J.D. Power and Associates recently named Verizon Wireless the #1 carrier in the U.S. in terms of customer service. This also happens to be Verizonís third time landing the title as well.
The firm came to this conclusion based on how well a company scores in three areas of customer service. These three areas include: online, telephone, and walk-in (retail stores). As part of the study, the results are measured in satisfaction and processing issues in each contract channel. Processing issues include the efficiency of problem resolutions and duration of hold timed. The results produce a final score on a scale of 1-1000 with the higher number being better. According to the J.D. Power press release:
Verizon Wireless ranks highest in wireless customer care performance among full-service carriers with an overall score of 771. Verizon Wireless performs particularly well in phone contacts that originate in the automatic response system (ARS) channel are then transferred to a live customer service representative (CSR), and in phone class made directly to a CSR)
With speculation of the new I Phone being LTE-compatible, many users are in the process of considering whether to switch from AT&T to Verizon for better coverage, or Sprint for its unlimited data plan. With results like the ones from J.D. Powerís report, users may have another reason to make the jump from AT&T or T-Mobile (which currently doesnít officially even support the iPhone).
Source: J.D. Power and Associates (Press Release)