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Verizon Rules The Air & Customer Care

The newest JD Power and Associates Customer Service results are in and Verizon Wireless is now at the top. Verizon Wireless scored a 770 which was the highest score in “JD Power & Associates 2011 Wireless Customer Care Performance Study – Volume 2”.

Until the announcement of the T-Mobile AT&T merger the top spot in the Wirelss Customer Care Performance Study was T-Mobile for many consecutive releases.  The study before this announcement had Sprint at the top.

More after the break

“Our goal at Verizon Wireless has consistently been to offer an outstanding customer experience, and our standing in this latest survey is yet one more signal that our customers vote us the best wireless company in the U.S.,” said John Stratton, executive vice president and chief operating officer of Verizon Wireless.  “We will continue to work hard to ensure that our customers can count on the best network; the best service, and the best lineup of smartphones, tablets and other innovative and reliable wireless devices from the best wireless company: Verizon Wireless.”

It’s clear that Verizon’s innovation and reliable network are key factors in pleasing customers. It also seems in store visits and reports on the internet and Twitter that customers are coming out of Verizon Wireless stores more educated about their devices which greatly reduces calls to customer care and churn.  Verizon Wireless has also formed an aggressive social media team that has a customer care component. Often times a customer can post a complaint or problem to Twitter and have a reply from @vzwsupport in less than an hour and in most cases, just minutes.

The latest version of the customer care study measured customer care in the first 6 months of 2011 among all 4 major US carriers. The AT&T/T-Mobile merger was announced in March of this year.  After that T-Mobile immediately lost customer faith when the announcement was made.  AT&T also turned into the “big bad guy” swallowing up T-Mobile, the fourth largest carrier in the US.  That really left Sprint and Verizon as the only two carriers on a level playing field for this six month period.

Source: Verizon