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Verizon Wireless Beats Rivals in Customer Satisfaction

Among the big dogs in the U.S. wireless industry, Verizon Wireless ranks the highest in wireless customer care performance, a J.D. Power and Associates study found.

The mobile-phone giant received a score of 762 on a 1000-point scale ahead of its smaller competitors, Sprint, AT&T and T-Mobile USA.

Relative to Verizon Wireless, T-Mobile USA bombed with a score of 739, landing at the bottom of the pack of the nation’s fourth-largest wireless operators. Sprint landed a score of 745 slightly ahead of AT&T (743).

Among mobile-operators that offer service without a contract, Virgin Mobile received the highest rating with a score of 735. The company that received the next highest rate was Boost Mobile (701) slightly ahead of MetroPCS (700).

The semiannual studies also revealed that wireless customers with 4G mobile phones were more likely to contact their carrier with network-related problems than owners of traditional phones using less advanced networks.

Its not unexpected that customers who use new technology or services would be more likely to contact their carrier with questions or problems, particularly with the 4G network rollout that began in 2011,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates, in a statement. What is important to understand is that investment is needed in support services to not only handle the increase in customer interactions, but also to provide service representatives with the necessary training and information across all contact channels in order to offer a timely and superior service experience. In fact, it takes approximately five minutes more per contact, on average, to resolve issues pertaining to 4G-enabled devices, compared with issue resolution times for traditional phones.”


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