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JD Power rates U.S. cell phone providers

JD Power rates U.S. cell phone providers
JD Power and Associates is famous for ranking many different types of consumer products. Up today is their scoring of US based cell phone providers. This round’s study included more than 22,000 wireless customers, representing every region of the country. They were asked about their experience with the seven deadly sins of bad wireless service: dropped calls; static/interference; failed connection on the first try; voice distortion; echoes; no immediate voice mail notification; and no immediate text message notification.

Northeast Region: Verizon Wireless ranks highest, with fewer customer-reported problems in dropped calls, initial connections and static/interference compared with the regional average. AT&T came in 2nd, with Sprint and T-Mobile tied in 3rd place.

Mid-Atlantic Region
: Verizon Wireless ranks highest for an eighth consecutive time, with fewer customer-reported problems regarding initial connections compared with the regional average. AT&T is in 2nd place, with Sprint and T-Mobile in 3rd.

Southeast Region: Alltel ranks highest in the region, with customers reporting fewer problems than the regional average in dropped calls and voice distortion. Verizon Wireless and T-Mobile tied for 2nd, and Sprint and AT&T tied for last.

North Central Region: U.S. Cellular and Alltel rank highest in a tie. U.S. Cellular customers report fewer problems in dropped calls, static/interference, echoes, voice distortion and late voice message notifications. Alltel customers experience fewer problems with dropped calls, initial connections, static/interference and voice distortion compared with the regional average. Verizon Wireless came in a close 2rd, with AT&T, Sprint, and T-Mobile tied in 3rd place.

Southwest Region: Sprint Nextel and Verizon Wireless tie to rank highest in the region. Sprint Nextel customers report fewer problems regarding initial connections. Verizon Wireless customers experience fewer problems with dropped calls, static/interference, voice distortion and failed voice message notifications compared with the regional average. In 2nd place is T-Mobile, with last palce going to Alltel and AT&T.

West Region: Verizon Wireless ranks highest in the region, with customers reporting fewer problems in dropped calls, initial connections, static/interference, echoes and voice distortion than the regional average. In 2nd comes little-known Qwest, 3rd is a tie for Alltel and Sprint, and bringing up the rear is T-Mobile and AT&T.

Customer Care: Forty-nine percent of wireless customers have contacted the customer care service center for assistance within the past year—an increase from 47 percent reported six months ago. Additionally, among customers who contacted the service department, 34 percent did so due to service/equipment issues. Verizon Wireless ranks highest in wireless customer care performance with an index score of 103, followed by Alltel (102), T-Mobile (100) and AT&T (97). Specifically, customers report that Verizon Wireless performs particularly well in resolving problems in one contact.

“The fact that Verizon Wireless performs well in resolving issues with one contact is particularly noteworthy,” said Parsons. “Overall customer care performance is three times higher among customers whose issues were resolved in one contact over the phone, compared with those who had to contact their provider more than once for the same issue.”

source: JD Power

51 Comments
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posted on 20 Oct 2010, 01:42

1. (unregistered)


Verizon Wireless Rule!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1

posted on 09 Sep 2008, 06:42

2. (unregistered)


yay! U.S. Cellular beats Alltel

posted on 09 Sep 2008, 09:30

9. C-Chicki (Posts: 32; Member since: 03 Sep 2008)


If I am reading correctly... They tied.. Where did you pull this warped info from?

posted on 09 Sep 2008, 06:56

3. vzw fanboy (unregistered)


verizon wireless

posted on 09 Sep 2008, 06:58

4. vzw fanboy (unregistered)


what do you think of thst report at&t loves

posted on 09 Sep 2008, 08:38

5. (unregistered)


lol see a part of this is where you are at. I'm in Phx and Sprint does me just fine but looks like I'd be a complainer if I lived in the East. I would hope vzw would have better service based on their rate plans. If you are going to pay more better get better service for your money. I hope now Att can drop that fewest dropped calls slogan.

posted on 09 Sep 2008, 12:54

17. (unregistered)


If you read their claim it's based on WORLDWIDE coverage. SO no, they will probably not drop it because based on worldwide coverage it's a valid claim. Get your facts straight moron.

posted on 09 Sep 2008, 15:57

30. (unregistered)


Umm... who cares about WORLDWIDE coverage when most of us spend 95% of our time in America? If someone is dumb enough to fall for that lame slogan, then they deserve the poor service they get. It's the same with "more bars in more places." Why do I care if they get coverage in places that I am not going to be. In America, where it counts, both their slogans are null.

posted on 09 Sep 2008, 16:19

33. (unregistered)


Forget about worldwide and focus on America, just as you just said. I live in Phoenix too and have Verizon Wireless. I happen to know for a fact that both Sprint and Alltell have great Market coverage IN THIS AREA. Try driving outside of phoenix and you will find out that Sprint & Alltel just won't work as well or in nearly as many places as Verizon Wireless will and does. And although you may not travel outside of a 30 mile radius...there are over 300 million people in this country and I'm pretty sure they all want great coverage. The majority can have it with Verizon Wireless as it has the most coverage of any wireless provider in this country.

posted on 09 Sep 2008, 16:24

34. (unregistered)


I think you got me wrong, I have VZW as well. My comment was mocking AT&T's slogans. There is no doubt in my mind that VZW is the best network in America.

posted on 09 Sep 2008, 08:50

6. (unregistered)


Best network + best customer service + (now) great phones (HTC Touch Diamond, Pro, Samsung Omnia) = #1...Verizon Wireless. End of discussion. No more debate. J.D. Power has spoken.

posted on 09 Sep 2008, 09:08

8. MMMEEEE (unregistered)


Omnia? Diamond Pro?

posted on 09 Sep 2008, 13:18

18. (unregistered)


Lol you can't pay me to say Verizon has great phones. The Samsung OMNIA is already available on AT&T, just without 3g. That's the beauty with GSM phones, doesn't matter where they're released as long as they have a compatible radio they'll work in the US. They're just now getting a phone worth being on Verizon for in the Touch Pro, but as we all know Verizon nickels and dimes everything so have fun paying more than you would on another carrier. Other than those two phones what else is there that doesn't have a better counterpart?

posted on 09 Sep 2008, 16:13

32. (unregistered)


If you call "the beauty with GSM phones" the ability to take top notch European phones and use them on a sub par network, then your perception of beauty is quite flawed. I am not sure if you are aware, most likely not, but you can do the same with Verizon. If you can afford to purchase a CDMA phone from South Korea (their phones are as good, if not better than European phones), then you can activate it on the best network in America (as per JD Power). As long as VZW approves the device of course. Also, VZW is getting the Diamond and Pro as well as the Bold and Storm from Blackberry, which are all noteworthy device in my opinion.

posted on 09 Sep 2008, 08:52

7. (unregistered)


Ditto. Can you hear me now?

posted on 09 Sep 2008, 10:29

10. (unregistered)


the beauty of it all is, verizon wins... oh.. and verizon buys alltell and rural. so verizon wnis more... yay verizon.

posted on 09 Sep 2008, 10:31

11. Anomalies (Posts: 61; Member since: 08 Jun 2008)


VZW WINRAR

posted on 09 Sep 2008, 11:01

12. (unregistered)


mmmm seems to me this study as done with only about 22000 people.............when there are millions who use cell phones..they only took a sampling ..and yes i use Sprint

posted on 09 Sep 2008, 11:33

13. (unregistered)


lol 22000 ppl sounds like that would be enough

posted on 09 Sep 2008, 12:53

16. (unregistered)


how is 22,000 people enough when Verizon and AT&T combined have about 140 MILLION customers?!?!?!

posted on 09 Sep 2008, 16:40

37. (unregistered)


Did you read the article?? It's a sampling of ALL regions of the country...not like they posted a sign saying "who wants to rate their carrier??" How do you think they poll for presidential elections or complete ANY survey in this country?? A random sampling that represents all varieties and areas of the American People. NOT EVEN 140 MILLION PEOPLE VOTED IN THE 2004 PRESIDENTIAL ELECTION and you want that many in a cell phone carrier survey??? GET REAL LOL!!

posted on 09 Sep 2008, 11:44

14. vzw fanboy (unregistered)


haha yea that does sound like alot of ppl to me. i heart verizon

posted on 09 Sep 2008, 12:37

15. (unregistered)


The only real carriers are At&t and T-Mobile. The rest are just old technology wrapped in a fancy package. GSM technology is used globally and T-Mobile and At&t will always be in the lead in terms of quality cell phones, technology, and globalization.

posted on 09 Sep 2008, 13:34

19. (unregistered)


Actually At&t and T-mobile uses older technology. I mean T-mobile just starting building a 3G network. Altell, Verizon and Sprint have been running 3G for years now. Also look at data speeds Sprint and Verizon have the fastest and best connections Nation Wide. Plus who cares about the best Global Coverage, How many people travel outside the US enough with there phone to make it worth while? Plus Verizon works in 130+ countries with there partner Vodafone. The worlds largest cellphone provider. Also on the 22,000 people issue, I guess thoughs who thank that is small never took stats in college. Look at polls for political races they hardly ask 3,000 to 4,000 people for the whole country 350 million plus. So 22,000 is a large sample!

posted on 09 Sep 2008, 14:20

27. (unregistered)


i agree with the original poster...and he's referring to the CDMA of Verizon vs. the GSM of T-mobile and AT&T. GSM is internationally used as a standard for most carriers, CDMA can't compete. And FYI VODAPHONE IS NOT THE LARGEST PROVIDER. It's China Mobile. 500 million GSM, NOT cdma Subscribers. Check your facts next time, yo.

posted on 09 Sep 2008, 15:57

29. (unregistered)


CDMA is superior to GSM in many ways. More Capacity, More Security, Better Tower Handoffs and more. Not that it matters because Verizon is moving to LTE which will probably lead to the eventual transition to GSM overall since LTE is part of the GSM roadmap.

posted on 09 Sep 2008, 16:33

36. (unregistered)


Which means nothing if you dont have customers or service.

posted on 09 Sep 2008, 13:44

20. vzw fanboy (unregistered)


haha lol. tmobile? are you serious? verizon has more 3g coverage than tmobile has in voice coverage! haha lol...yea and most percent of the population dont call people abroad. what do you mean technology!? verizon was the fist to do a real navigation application, mobile tv, they have vcast! i mean come on. The only quality cellphones that at&t has is the iphone and the lg vu. the rest are unknown. the chocolate is so popular, the guy from superbad said "my verizon chocolate" on the video music awards. verizon has the best technology and got it first. everyone knows, the voyager, the chocolate and the env. verizon chooses their phones very carefully so they dont make the mistake of getting crap like at&T phones.

posted on 09 Sep 2008, 13:57

21. (unregistered)


He said my chocolate on the VMA's because in CASE YOU COULDN'T TELL, Verizon paid huge amounts of money to MTV for advertising. Frankly I think the chocolate is a chick phone and incredibly LAME. You are truly living up to your name and not thinking logically. And being a customer with AT&T means all the newest GSM hot phones you see here on phonearena that are released in Europe and around the world can be unlocked and used with AT&T. Get a life.

posted on 09 Sep 2008, 14:08

23. (unregistered)


well, i love verizon and laways will, but the chocolate was the worst phone they ever released.

posted on 09 Sep 2008, 14:09

24. (unregistered)


don't forget the motorola v325i, i dont think a specific model has ever had so many batteries sold...

posted on 09 Sep 2008, 16:27

35. (unregistered)


The same can be done with South Korean devices that are CDMA capable. Import them and activate them on VZW. So your point is moot.

posted on 09 Sep 2008, 16:49

38. (unregistered)


I work for Verizon Wireless and will freely admit that the Chocolate was a P.O.S.. One of the worst phones we've ever launched along with the original Motorola Q and can we all please remember the original Motorola Rzr V3c? Have you ever noticed how once we launch a crappy phone we immediately come out with a better version?? The original choclate was only on shelves for about 6 months before the 2nd Chocolate...the 8550 launched and it's great! Personally I hate the keypad etc...but thoses are Personal preferences...not quality. VZW has launched plenty of junk phones and plenty of amazing devices. Just like every other carrier has in it's lineup. Besides...seriously people....does it really matter how great your phone is if your network isn't?? Would you run out and buy a 52" top of the line HD flat screen and hook it up to basic cable??? Really?? I didn't think so.

posted on 09 Sep 2008, 17:09

41. (unregistered)


YOU'RE FIRED!!! ;]

posted on 09 Sep 2008, 14:06

22. (unregistered)


verizon will take over the mobile universe. now apple just has to release the iphone to verizon...then its a done deal.

posted on 09 Sep 2008, 14:15

26. (unregistered)


never going to happen. Steve Jobs has already stated hi distaste for the antiquated CDMA network, his main motivation for collaborating with AT&T.

posted on 09 Sep 2008, 14:52

28. (unregistered)


I agree with one part of your story. It won't happen with the iphone ever being released on VZW. It was VZW who tured down Apple because VZW wants control over what the phone does and what programs are on it. Apple wanted control so VZW said no. ATT said yes cause the didn't care they just wanted the phone. I agree with alot on how poor VZW is with being very stingy on what a phone can do or have on it and the nickel and dime thing. Ok they nickel and dime if you don't get a package once you have the VCast Package there's no nickel and dime on downloads and internet usage. If your pissed off about it get the damn package and leave it alone. Also no matter what others say in the states VZW is number one. I live in a town that you can't use T-Mobile but yet VZW and ATT have full coverage with no problems. VZW isn't on a old system they have had 3G for years and T-Mobile and ATT are just now coming out with it. 3G is in my area for VZW only. Not for any other company so far. So for me VZW has everything covered. And no other company can compare for me.

posted on 09 Sep 2008, 18:46

44. (unregistered)


Maybe he aqcuired that distaste AFTER VZW declined the iPhone.

posted on 09 Sep 2008, 14:14

25. (unregistered)


i'll never concede that a CDMA provider can be the best in reception, call clarity, dropped calls, etc. GSM is inifinitely clearer and more effective. T-mobile and AT&T dominate in service throughout the Southeast; I'm really shocked to see Alltel even on the list with their lack of coverage area in the Atlanta area to say the least. JD powers is full of it.

posted on 09 Sep 2008, 16:54

39. (unregistered)


Wow...you must be one of those people you never leaves home lol. Ignorance breeds stupidity. Classic example.

posted on 09 Sep 2008, 16:57

40. (unregistered)


Alltel's Southeast coverage is pretty much blanketing the Carolina's, and it's pretty powerful in Florida too. Can't vouch for Georgia but you have your head in the sand if you think GSM's tinny noisy scratchy voice service is superior in any way to any CDMA carrier.

posted on 09 Sep 2008, 16:03

31. vzw fanboy (unregistered)


i know i am a vzw fan, you are just going to call me a fanboy anyway, so im one step ahead of you, and i am not affiliated with verizon, i am 18 and in school i did a speech on why verizon is the best carrier in the united states and got an A. i know verizon was a big sponsor for the VMAs but it was still funny, idiot. cingular keeps getting shi*tier. at&t is sooo behind verizon, haha lol. the big red does it again.

posted on 08 Oct 2008, 00:13

50. (unregistered)


Dude thanks for the laugh. 18 and you got an A on an opinion speech about why you think VZW is the best. And because you got an A, you must be right! XD I needed that tonight. On a more serious note, I've worked for Verizon for the last 3 years and I still carry an AT&T phone. I think it's funny comparing Verizon's 3G to AT&T's GSM ... of course 3G will be better! Don't forget that AT&T has a pretty good 3G network as well. Good to see VZW is improving in customer service. It's what drove me away from them ... hour long waits for service in stores, indifference to their customers, nickel and diming for everything, crippling their phones (limited BT profiles anyone?), etc. They're also the reason I'll never sign a 2 year contract again ... We never stop working for you ... until you become a customer. CDMA is a dying technology as far as wireless goes. It's good at what it does, but it's not the future.

posted on 09 Sep 2008, 17:19

42. (unregistered)


Between Alltel renting VZW towers, and VZW acquiring Alltel... I guess VZW ranks highest in all regions.

posted on 09 Sep 2008, 17:28

43. (unregistered)


Since JD Power only does survey's on carriers that opt in, AT&T, VZW, Sprint, Allteland T-mob have about 220 Million customers combined. 22,000 is .01% of that. This is of course opinioned based as all JD Power Survey's are but you cannot deny this isn't a great PR boost for the Top Carriers. Fanboy's: if rolls were reversed we would have VZW customers and Fanboys saying how VZW is awesome and wondering what makes AT&T so great.

posted on 09 Sep 2008, 19:04

45. (unregistered)


IF being the operative word, the truth remains that VZW ranked highest in their survey in all regions (if you take into consideration that Alltel rents VZW towers, and they have been acquired by VZW). Here is a "what if" statement for you: if JD surveyed all 220 million, the results would still be the same.

posted on 09 Sep 2008, 23:24

46. (unregistered)


I don't think the # would have changed much if they surveyed .1%, 1% or even 10%

posted on 10 Sep 2008, 01:37

47. ViperMatrixXM (unregistered)


I'm Going To Correct All Of You! CDMA Technology Was Invented In The Early 80's! GSM Started In Europe In The Early 90's! GSM Is Actually Newer But CDMA Has Other Technology Attached To It! Such As WCDMA! GSM Was First Brought Here By T-Mobile Around 2003! AT&T Did Follow Shortly Going Off Their AMPS Network! Sprint Used AMPS As We'll! When Entering Internationally CDMA Turns To WCDMA Or TDMA! Thats How CDMA Phones Work Off In International Countries! But Most Phones Here Don't Do WCDMA! GSM Is Worldwide & Isn't Stronger In Some Circumstances! CDMA Can Multi Hand Off Calls From Tower To Tower! Unlike GSM It Is Uncapable! But Since GSM Is Going To 3G Voice! Then It Will Be Able To Handoff From Tower To Tower! Look Up CDMA & GSM It Will Tell You CDMA Is Older! Verizon Wireless Is #1 Because Thats The First Company At The Time It Was Cell One! So Verizon Has Been Around Longer! Alltel Was Part Of Nextel Once! US Cellular Was Part Of Verizon But Wasn't Verizon At The Time! AT&T Came Into The Picture 1999! Sprint Came Into The Picture I Believe Around 97! Verizon Has Been Since 1984 I Believe But Was Cell One & Another Name Too! T-Mobile Around 2003!

posted on 08 Oct 2008, 00:15

51. (unregistered)


Please check your facts. There is so much BS in there that I don't have a shovel big enough to move it all.

posted on 10 Sep 2008, 01:55

48. ViperMatrixXM (unregistered)


Sorry! I Was Wrong On One Thing! AT&T Was Doin TDMA & AMPS For Data! CDMAS Date Actually Consists Of 1984 When A DMA Network Was Invented! GSM In Europe Was Back 1992 I Believe!

posted on 10 Sep 2008, 12:38

49. Likeabite (unregistered)


Clearly we have fanboys here but Men Lie, Women Lie, numbers don't. Verizon won and there's nothing you can do about it. Just like there is nothing you can do about the fact that having the best global service doesn't mean shit when you live in the United States, where if I may remind you, Verizon has the best service. You can have your iphones and ported/unlocked phones all you want but when you're stuck telling all your friends "can you hear me now?" it's really not worth it. I agree Verizon does need to be more lax with their network and let more phones in/unlock their GPS capabilities/reduce their prices but they are getting better at it. The Samsung OMNIA i907, Blackberry Thunder, HTC Touch Diamond and Touch Pro. All we need is time people. And yes we do have the best 3G service and about to move to 4G...T-emporary MOBILE doesnt even have 3G in most parts of this country yet. Lets be serious...they just launched 3G THIS WEEK!

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