Verizon Wireless wins third straight JD Power and Associates award for customer care

Verizon Wireless wins third straight JD Power and Associates award for customer care
For the third consecutive time, JD Power and Associates has announced that Verizon Wireless scored the highest in customer care for its latest survey. In the J.D. Power and Associates 2012 U.S. Wireless Customer Care Full-Service Performance Study volume 2, Verizon scored 771 points, 12 points above the industry average. The survey is conducted from feedback accumulated from customers at the top four U.S. carriers.

Verizon also won the last two customer care surveys. The one that was announced about a year ago saw Verizon Wireless finish first in customer care with a 770 score, 1 point shy of this year's survey. Verizon also was awarded the customer care crown from JD Power in February 2012. Verizon is currently the largest of the top four U.S. mobile operators based on the number of subscribers. Big Red is followed by AT&T, Sprint and T-Mobile.

source: Verizon

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22 Comments

1. ghostnexus

Posts: 96; Member since: Mar 07, 2012

Verizon's customer care sucks

4. KingKurogiii

Posts: 5713; Member since: Oct 23, 2011

if you think that sucks try having AT&T or Sprint. maybe you just suck with Customer Care.

10. PAPINYC

Posts: 2315; Member since: Jul 30, 2011

Why?? Cuz' the Doctor dropped you when you were born and Verizon refused to send your parents a replacement. Take it up with Assurion. I look forward to calling Verizon every day just to talk to one of their knowledgeable, helpful and courteous reps'; why, I even make up reasons to call them, i.e., assume liabilty for another line, port in someone's number as my own, report my iPhone "lost or stolen", etc. And, the beauty of it all, unlike most of the other major U.S. carriers, I always talk to someone in English here on the mainland U.S. and some out-sourced "scripted" rep' in Bangladesh; Malaysia; Philippines; or, the imaginary country of Malagüá!

13. tedkord

Posts: 17312; Member since: Jun 17, 2009

I have always found Verizon trips to be courteous, helpful and hard working. Knowledgeable is another story. I've only ever spoken to one who knew as much about the device I was calling about. I have literally called three times in a row with the same question, and gotten three totally different answers, usually diametrically opposed. That one knowledgeable rep, though, what a pleasure to deal with him. I wish I could have a direct line to him for every call.

14. tedkord

Posts: 17312; Member since: Jun 17, 2009

reps, not trips. Goddamn auto correct.

2. KingKurogiii

Posts: 5713; Member since: Oct 23, 2011

i thought T-Mobile got it last year? as far as customer support goes it definitely goes to T-Mobile and Verizon by a landslide.

3. Mr.Mr.Upgrade

Posts: 474; Member since: Aug 30, 2011

Verizon is the only cellphone provider....

5. corporateJP

Posts: 2458; Member since: Nov 28, 2009

Interested to see if it's still this way in a year, considering the amount of people I've talked to.

6. Jay_F

Posts: 236; Member since: Nov 29, 2011

I can definitely say the AT&T sucks, so I'm glad it's not them with the top spot.

7. bolaG

Posts: 468; Member since: Aug 15, 2011

P.A. should state who acctually won in general: U.S. Cellular. Just because they're regional dosent mean they dont deserve a mention P.A. edit: Acctually they won on call quality for region and on "consumer reports" not JD Power I guess...my bad.

8. JGuinan007

Posts: 699; Member since: May 19, 2011

AT&T's customer care isn't that bad it's just they don't know anything about cell phones. I had trouble with my ICS update on my phone and the cust service rep told me there was no update for my phone yet although I had just installed it.

9. ibap

Posts: 867; Member since: Sep 09, 2009

Let me guess - one call center for all services.

11. RedPhantom07

Posts: 13; Member since: Jul 21, 2012

Cell Phone Companies Winning Customer Care Awards? As a Verizon affilated Rep, I can tell you thats like being the most sober person at the bar. Everyone's drunk, but one or two can still drive...maybe?

12. corporateJP

Posts: 2458; Member since: Nov 28, 2009

Best Reference Ever. Period.

22. RedPhantom07

Posts: 13; Member since: Jul 21, 2012

Honestly it wasn't that great, and I was struggling to find something. There was an attempt to make a special olympics reference, but I didn't want to not be PC here.

15. JunitoNH

Posts: 1946; Member since: Feb 15, 2012

Ok simple explanation Mike Tyson vs Pee Wee Herman vs Tom Cruise, of course Verizon is going to win. The rest are just a bunch of light weights.

16. Redfox82

Posts: 5; Member since: Jul 26, 2012

I work for att customer care and I can honestly say that as a consumer, when I call in for assistance, I don't get the same service I deliver to customers. I have been with the company for 8 years now and one of the main issues are no consistency, too many responsibilites trust are given to customer care reps. , we are called for everything, collections, tier 1 support, sales , device issues, as if we manufacture the devices and then billing. We have a collections dpt that should handle all payment and collection issues issues , but customer care is at the forefront , as is with tech support and and every thing else..if you have an issue with your phone or network issue then you should go to tech support . We have basic training on the most popular devices and a tutorial guide to help assist customers, the same that customers can use on att site . If a customer have a billing issue or dispute this where customer service comes in. Reviewing billed charges, making plan changes and being knowledgeable about service options available. There is also a high turnover rate in customer care for many reason! ,new reps often have a hard time using the applications that are set in place to assist cus, where as an experienced rep will not. There are also a lot of Rude customers that call in cursing , screaming, acting a Damn Fool , just to get a credit that is not even deserved! They feel as though they should have free service , Really?? They complain about overage on voice, messages, data and the killer is international roaming charges!! Att have self service options available to check voice data and message usage for all who choose to use them! There are even notifications that go out to customer alerting them of their usage. We offer a rerate for coverages or a one time courtesy and offer to change the plan but most will take the credit. Without a plan change an have same issue the following month, call back for more credit s and if not given, will give a bad survey.customers must take responsibility for their usage, it's not att fault that you go over mins, data,messages, etc. If you want a set bill with no act fees, late fees, restoral fees, upgrade fees then , go with prepaid, pay retail price for a phone get unlimited talk, txt and data . aAll wireless carriers have standard fees, activation upgrade, late fe etc. I personally don't just waive standard fees unless a promo or if there was a special issue a total screw up on att. ..... In closing, Att need to have one voice, everybody on the same page , saying the thing setting the expectation for every call!!! Consistency!!

17. Paximos

Posts: 282; Member since: Jul 26, 2012

I call ordering FIOS TV and Internet once, but getting 3 calls for 3 different orders, 3 different installation schedules and finally after telling them that "Maaaaaam..I didn't order the other two" getting 3 separate bills for them....Very Good Customer Service!!!

20. KingKurogiii

Posts: 5713; Member since: Oct 23, 2011

that's not Verizon Wireless. xD

18. daddysbeenabadgirl

Posts: 157; Member since: Jul 26, 2012

Yeah they are ok with the sweet talk while at the same time they are ramming it in from behind...

19. J-LoTheGreat

Posts: 32; Member since: Oct 07, 2011

@17 Verizon Wireless and Verizon are separate entities. 2different customer service dept and everything. Verizon WIRELESS is the topic of discussion

21. wademvp91

Posts: 11; Member since: Nov 29, 2011

I work for a 3rd party retailer that deals with all 3 of the major carriers (VZW, AT&T and Sprint). I can honestly say without a doubt that Verizon is the number #1 in CC. They go out of their way to assist us in anything and everything so that we can help make their customers happy. AT&T and Sprint, well it depends on the day, but usually AT&T is a little better.

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