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J.D. Power And Associates Ranks Verizon Wireless Highest In Nation For Customer Care


BASKING RIDGE, NJ — Verizon Wireless, the leader in customer loyalty among wireless carriers, has been recognized for providing the industry’s highest ranking customer care by J.D. Power and Associates in its 2008 Wireless Customer Care Performance Study(SM) – Volume 2, released today.

The study, based on responses from more than 11,000 wireless subscribers who contacted customer care by phone, in stores or online within the past 12 months, provides a detailed report card on a semi-annual basis of wireless provider customer care performance. Based on the study’s responses, Verizon Wireless ranked highest in overall customer care performance.

Verizon Wireless is the wireless leader in customer loyalty based on customer retention and turnover rates published by the largest providers. For the past 15 quarters, Verizon Wireless had the industry’s lowest customer churn rate – the percentage of customers who disconnect their service – an important indicator of customer loyalty.

“We are pleased that this latest study agrees with our belief that Verizon Wireless offers the best customer experience in wireless. We know that our customers expect an outstanding experience when they call us, walk into one of our stores or deal with us online,” said Jack Plating, executive vice president and chief operating officer. “We will continue to work to deliver the best customer service in the industry and to not only meet our customers’ expectations, but to exceed them.”

Verizon Wireless continues to enhance and expand its customer service capabilities to serve its growing customer base. In 2007, the company opened new state-of-the-art customer service centers in Lincoln, Neb., and Huntsville, Ala. Over the past three years, Verizon Wireless has opened new customer service centers in Albuquerque, N.M.; Hanover, Md.; Charleston, S.C.; Wilmington, N.C.; and Chandler, Ariz., and expanded its centers in Columbia, S.C.; Atlanta; Southfield, Mich.; and Dublin, Ohio. Verizon Wireless has also introduced an evolutionary design in new and some existing company-owned and -operated Communications Stores, offering consumers a high-tech, hands-on experience with wireless voice, data, music and video services. The stores, featuring the company’s line of more than 30 wireless handsets and devices, integrate a number of innovative displays, systems and operational enhancements designed to streamline the sales process and enhance the customer experience.


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