J.D. Power and Associates Wireless Customer Care Performance Study Vol. 2 Ranks Verizon Wireless at Top
Latest Honor For Company Leading Wireless Industry In Customer Loyalty
07/26/2006, BASKING RIDGE, NJ — Verizon Wireless’ commitment to delivering a positive wireless experience to its customers has been recognized once again. Verizon Wireless shared highest honors in the J.D. Power and Associates 2006 Wireless Customer Care Performance StudySM Volume 2, released today.
The study, based on responses from more than 11,430 wireless users who contacted customer care within the past 12 months, provides a detailed report card on a semi-annual basis of wireless provider customer care performance based on customer experiences with three point-of-contact methods: telephone with a service representative and/or automated response system (ARS); walk-in at a retail store; and online Internet connection. Within each contact method, processing issues such as problem resolution efficiency and hold-time duration are also measured.
“We are pleased with the results of this J.D. Power and Associates study, since the feedback came directly from our customers, who rightfully expect an outstanding customer experience when they call us, walk into one of our stores or deal with us online,” said Marquett Smith, vice president of customer service, Verizon Wireless. “We pledge to continue to deliver the best customer care in the industry and to not only meet our customers’ expectations, but to exceed them.”
Verizon Wireless invests heavily in its customers, working to provide them with a positive customer experience. The company recently enhanced its customer call-in menu, reducing the time it takes a customer to reach a representative by phone. The company also recently expanded its online My Account Web site to allow customers to view their TXT, PIX and Video Messaging usage for the current month and the previous two months.
The company’s ongoing improvements of the customer experience have been consistently recognized by third party organizations. Last week, The Customer Respect Group’s Third Quarter 2006 Online Customer Respect Study of International Telecommunications Companies reported Verizon Wireless scored highest among 55 companies in a quantitative and qualitative survey of how companies treat visitors to their Web sites.
Verizon Wireless is the leader in wireless customer loyalty, posting the lowest customer turnover rates among the largest wireless carriers for the last six consecutive quarters. For more information on Verizon Wireless and its commitment to customer satisfaction, click here: www.verizonwireless.com/b2c/aboutUs/customersatisfaction/index.jsp
About Verizon Wireless
Verizon Wireless owns and operates the nation’s most reliable wireless network, serving 54.8 million voice and data customers. Headquartered in Basking Ridge, N.J., Verizon Wireless is a joint venture of Verizon Communications (NYSE:VZ) and Vodafone (NYSE and LSE: VOD). Find more information on the Web at www.verizonwireless.com. To preview and request broadcast-quality video footage and high-resolution stills of Verizon Wireless operations, log on to the Verizon Wireless Multimedia Library at www.verizonwireless.com/multimedia.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is an ISO 9001-registered global marketing information services firm operating in key business sectors including market research, forecasting, consulting, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
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