Verizon Wireless is tops in Customer Service Satisfaction, but are they the best?

By on Aug 24, 2008 at 8:30 AM
General August 24, 2008

J.D. Power and Associates recently released their latest Wireless Customer Care Performance Study and Verizon Wireless beats out Alltel, T-Mobile, and AT&T to claim top honors in customer service. It seems that Verizon’s ability to solve a problem in one call is the deciding factor in making its customers happy. Even if hold times are at an all time high, increasing 34% since 2003, people are happier if they only have to call once. The study, which was based upon responses by 11,000 people who had used their provider’s Customer Care service, also found that 75% of people contact customer care via the phone, 24% actually go into a store, and a mere 1% contact Customer Care via email or the internet. What’s your take on it? Are you happy with your provider’s customer service?

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  • mmmmyeah

    Ummmm….. unless you had 2 or more lines…. VZW has NEVER had a $300 ETF. But that’s not my point here…. my point is simply this, everyone has had some bad experience in some way shape or form with some company or another. When you have 70 million customers…. it’s a LITTLE hard to please everyone. And that’s not just for VZW, I’m talking ATT too. I had them for about 2 1/2 years, and customer service was always cool with me (even though I had a big problem with them magically adding RANDOM crap to my bill) but in the WHOLE picture, not too bad, but it was the lack of the ability to actually keep or manage a call in my house or anywhere else for that matter that had me looking somewhere else. Enter VZW. And now, I’ve never dropped a call. Customer service is great (and yes I’ve had a problem or two) but it’s to be expected. Humans are human and if you catch one on a bad day, then so what. Try again. But all in all, I save VZW is top notch. It’s a premium provider in my opinion. :)

  • what?

    just a little FYI…. VZW isn’t a publicly traded company. Verizon Communications is, but not VZW. It’s a completely different company. So, no shareholders and there’s no way within the next FIFTY years that all retail locations will close…. some people just HAVE to deal with someone face to face.

  • hipkik

    this is complete crap, i can truthfully say there hasn’t been 1 time that ive gotten my concern addressed in one call. Maybe thats why i went thru 5 xv67 and 6800s in less than a month, or why they wanted me to activate a phone to see if the screen worked or why they can’t tell me the right info….but maybe its just me

  • magik

    maybe it is just you ? some people should just stick to a regular phone.

  • Michael

    There is still some good info here at this site, but the ATT/Apple bias is really tiring.

  • kelly

    My biggest gripe with Verizon is their inconsistency. You call one time and you get one answer. You call another time, you get another answer. Sometimes their answers aren’t even correct like the time the Rep told me you can only tether with a smartphone. What? They may be rated the best but they are being compared to other cell phone companies..

  • hipkik

    @magik
    lol i think so, the reason i hate having their “regular” phones is that they put so many limits and restrictions on them like you can’t put video on your own sd card, i know you can easily buy an sd reader since my pc doesn’t do sdhc but really if i paid for my phone, paying for service, and payed for my mem card i should be able to do what i want. (to a certain extent service wise i mean)

  • http://www.myspace.com/tdotkingoftheblock T-Dot

    the info isnt completely accurate. the part where they’re talking about the different percentages isnt accurately represented. companies are scored on their cusotmer service with 1% of their score based on feedback about online services, 24% on in store services, and 75% on call center services.

  • kelly

    technically yes 1% the score is based on feedback from online communication, 24% from in store visits, and 75% from call center calls but that is because that is the percentage of respondents that used each service. 1% the score is from online communication because 1% of the people responding used the online tools.The same applies to the % for the in store visits and call center calls. Those percentages were generated from the data and not arbitrarily chosen.

  • VZWRocks

    @ TheBoyGenius

    Please stop editorializing your headlines! Get over it, Verizon is the best.

    I know you’re an Att/Apple FanBoy but those surveys are designed to be unbiased and therefor much more accurate than the ramblings of someone like you. Saying it does not make it so.

    Customer service is by no means uniform from one place to another. In my experience I Get better support at one store here in town than another and tend to get the best from CS.

    When I’ve been other stores I’ve gotten crummy service. The AT&T store talked down to me and the Sprint store didn’t even understand the basics of how Blackberry’s work. Not gonna give either of them my business. There are no TMobile stores within 150 miles of here. Same with Alltel.

    That’s my experience. These surveys talk to many many people like me to get a bigger picture. You don’t have to agree but at least don’t slam them while praising Apple a few posts back for winning a similar award. Your bias is so transparent.

    @ Matt

    The Verozon ETA Fee is $175 not $300, and for every month of the contract you complete they take of $5 — were you ever even a customer of theirs? Even AT&T’s ETA fee is only $200 AND they don’t discount it as you move toward the end of the contract.

    @ nathan spawn

    Yes AT&T will probably close a lot of their stores just as they have outsourced their CS overseas. Verizon on the other hand is making MORE stores and all of their call centers are here in the US.

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