Verizon Wireless leads the way in customer loyalty - lowest churn rates

Verizon Wireless leads the way in customer loyalty - lowest churn rates
When you're in the top spot, there sure must be some good times going on – especially when you continue to make it through each quarter. The nation's number one wireless provider is again leading the industry in customer loyalty by reporting the lowest churn rate among the other major wireless providers during the fourth quarter of 2009. It seems like it never gets old as Big Red has achieved this mark for the 20 of the last 21 quarters. When it comes to its total customers, which includes postpaid and prepaid, Verizon Wireless reported a churn rate of 1.42 percent while postpaid only came in at 1.06 percent. Chief operating officer of Verizon Wireless, Dan Mead, said that “We spend billions of dollars every year to stay ahead of customer demand so we can meet the needs of our customers today and in the future. Quarter after quarter, our customers have sent a clear message that our high-speed network, which is the biggest and the best in the wireless industry; our leading customer service; and our expansive lineup of phones and smartphones give our customers the best wireless experience in the industry.” As they've become more open in their operations, like how we've seen them embrace the Android platform, they seemingly continue to stay even on top of their performance – exceeding the expectations of its customers.

source: Verizon

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23 Comments

1. omarc26

Posts: 360; Member since: Dec 05, 2009

omg i found out today my son is gay

4. etzelryan123

Posts: 7; Member since: Jan 24, 2010

uhm kay wtf does that have to do with this article ??

7. oddmanout

Posts: 443; Member since: May 22, 2009

what a good parent you are! im sure he'd love for you to blog about it lol

2. Steven58

Posts: 80; Member since: Nov 25, 2009

I've been with Verizon since 2000 and was with Cingular (now ATT) before that. It really is true that their coverage and customer service is superior. I will never switch. If the iPhone wasn't able to get me to switch, nothing will.

3. DonLouie

Posts: 594; Member since: Dec 22, 2008

With industry leading loyalty, why did they have to raise the ETF again? This is probably why the required came along, they figured nobody would leave

8. Templer16

Posts: 20; Member since: Apr 09, 2009

Its been said a dozen time before, the main reason why ETFs were raised on PDA devices was due to the fact that customer were taking advantage of the Buy One Get One free blackberrys. Break contract on the second "free line" and bam you just bought a full retail phone for 175 instead of 500

9. jundibasam

Posts: 119; Member since: Aug 05, 2009

exactly...the only quarter where they didn't lead in churn was in the 3Q right before the new ETF came about because so many customers were taking advantage of the BOGO deals only to cancel the new line and selling the phone on EBay to make a profit. This was leading to what I deem to be "false churn" since lines were being canceled only because they were taking advantage of a promotion and not being canceled because of any service, network, or equipment issues. Ever since VZW jacked up the ETF to put an end to those kind of shennanigans, churn has been lowered and rightfully so because those silly consumers (like myself) were no longer taking advantage of the BOGO offers. I have to admit, I was one of those people that did take advantage of it, and even with the old $175 ETF, I was able to sell the second HTC TP2 that I go for $490, so I still made a profit of $275 ($490 - $175 ETF - $40 for that first month of service you have to pay for).

10. DonLouie

Posts: 594; Member since: Dec 22, 2008

Verizon has been the leader in low churn, consecutively, for a long while and those BOGO deals along with the low prices of phones w/o it is why. People come and rarely leave, at upgrade time they have yearly and 20 months which in some cases are better than new subs.

5. etzelryan123

Posts: 7; Member since: Jan 24, 2010

yeah man big motha red is the best you can go with for the service is awesome speeds r gud enogh but att still is at the top at the hihest download speed il give em props for that ... but big red has the eris i love it so much:) thanks big motha red for carring such a gud product....

13. ICanAffordVZW

Posts: 123; Member since: Dec 15, 2008

I now feel less intelligent after reading your post. (-1 for you)

15. vzw fanman

Posts: 1977; Member since: Dec 11, 2008

i can't even understand it.

17. cellgeek82

Posts: 518; Member since: Dec 20, 2009

Street talk and typing don't mix. Please don't drop out of school again, it's important.

6. cell2071

Posts: 7; Member since: Feb 26, 2010

i had verizon for 5 years, before i had sprint and they were not good as at all, so i took verizon and never looked back i contemplated an iphone but i stood patient and waiting for something great, like adroid. Now i see how the att empire is slowly crumbling down, im glad i stuck with verizon, i never had a issue with them, but i know other people have different experiences so i cant speak for them.

11. n0gar2

Posts: 71; Member since: Oct 19, 2009

VZW tried to put me on a contract when I should have been month to month. I had to argue for hours.

12. ICanAffordVZW

Posts: 123; Member since: Dec 15, 2008

thank you for that comment, it is definitely related to this topic. (-1 for you)

14. ddripp

Posts: 63; Member since: Dec 11, 2008

VZW... IS SO GARBAGE AND SLOW. WHO CARES ABOUT LOYALTY. I'VE BEEN WITH BOOST FOR OVER 6 YRS AND COUNTING AND I NEVER HAD ANY MAJOR ISSUES WITH THEM..........$50 UNLIMITED...I GOT HOME HIGH SPEED INTERNET THEREFORE I DONT GIVE 2SHIT ABOUT ANY 3G/4G NETWORK. FTW.........BOOST/SPRINT

18. cellgeek82

Posts: 518; Member since: Dec 20, 2009

Wow I didn't know basic users got on this website. If you actually used data your opinion would change.

19. Schmao

Posts: 365; Member since: Jul 05, 2009

This just shows what people settle for. Saying verizon is garbage and slow... Lol. Someone needs to do his homework before commenting again.

20. Schmao

Posts: 365; Member since: Jul 05, 2009

I wish i could give more than one rating of comments. I would give ddripp a - 100

16. corporateJP

Posts: 2458; Member since: Nov 28, 2009

Let's see what happens once the smoke clears on this mandatory data non-sense.

21. Schmao

Posts: 365; Member since: Jul 05, 2009

You are non-sense.

22. jundibasam

Posts: 119; Member since: Aug 05, 2009

i'm usually a pretty big fan of verizon and i do think they're the best carrier out of AT&T and Sprint. I was never a customer of T-mobile, so I can't speak for them, but I have to agree the data feature requirement on so-called 3G Multimedia phones is about greed. I fully support data plans on the advanced devices like BlackBerry, Droid, and WinMo phones since it makes more sense that you need data, but nobody on here can tell me the LG EnV Touch has the same data and web browsing experience as a Droid, yet both you have to have $30 for data. Another point is that Verizon used to offer a V Cast data package that was only $15 and gave you videos, news, and other cool things and threw in unlimited data as well. But what they did...get rid of V Cast and then double the price to get unlimited data...that is just a pure play to get more money. I am a power user. My wife has the Droid and I have the HTC TP2 (waiting for the incredible or Nexus One) so this doesn't affect me directly, but my mom and niece are both on my account and they have no use for a phone like my wife and I have but I am still supposed to pay for data for them. They either need to beef up their simple phone selection or get rid of the data feature requirement. I know they probably wont do the latter, so how about going back to the old price structure and giving an unlimited data plan for $15 like they had only a few months ago.

23. corps1089

Posts: 492; Member since: Jan 20, 2010

Switch to Sprint if you want a lower unlimited data plan :) and a lower bill with the same phones [except the Droid of course] and the same technology behind the network [until the Wimax / LTE split]

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