Verizon wins new awards by JD Power

Verizon wins new awards by JD Power
Two new reports are out today by JD Power and Associates, both of which are good news for Verizon Wireless and its customers. First off, Verizon was ranked 1st place in JD Power's Wireless Customer Care survey, with an index score of 753 (on a 1,000-point scale), 14 points higher than the industry average of 739. Much of this can be attributed to Verizon’s ability to identify customer problems quickly and resolve them efficiently during phone calls and in-person visits to retail locations. Following closely with an index score of 752 is T-Mobile, which has demonstrated proficiency in efficiently channeling calls through its ARS system to a live customer service representative. Wireless carriers AT&T (733) and Sprint Nextel (721) rank third and fourth, respectively.

Next is the ratings for Wireless Call Quality, which measures the call quality among the major U.S. wireless service providers in six regions and is based on factors that impact overall carrier performance. For this, JD Power surveyed 24,300 wireless phone subscribers between July and December 2009 to find out their experience with dropped calls, static/interference, failed connection on the first try, voice distortion, echoes, no immediate voice mail notification, and no immediate text message notification. Verizon Wireless was ranked 1st place in the Northeast Region, Mid-Atlantic Region, Southeast Region, Southwest Region, and Western Region. The only area where Verizon came in 2nd place (and tied with Sprint and T-Mobile) was the North-Central Region, which gave 1st place to U.S. Cellular.

source: Verizon Wireless and JD Power



1. Kiltlifter

Posts: 742; Member since: Dec 11, 2008

Congrats VZW, but also congrats to U.S. Cellular, i forgot they were still around. But in all honestly on a 1000 point scalte to get 752 and 753 and be ranked 2nd and first, is kinda sad, as that letter grade is a C (not even a C+). I wonder that the criteia are the scale though. It could be nearly impossible to get a perfect score, so I wonder what is required to receive an 800-900 score. When I have some more free time I will read the scoring from JD Power directly.

23. corps1089

Posts: 492; Member since: Jan 20, 2010

Another industry leading award for Big Red! No wonder Verizon rules the roost.

2. Gsmalltheway

Posts: 277; Member since: Aug 15, 2009

WOW beat Tmobile by 1 point

3. Steven58

Posts: 80; Member since: Nov 25, 2009

this is not news to me. consumer reports (more neutral) already said as much.

4. ibap

Posts: 867; Member since: Sep 09, 2009

It would be really nice if JD Power made it easy to see what the 'regions' are... And if you look at some of the other categories - how did the iPhone get classified as a business phone?

5. Fan_of_Fanboys

Posts: 101; Member since: Nov 13, 2008

What do you mean? Don't you realize the iPhone is the perfect phone? It can win every category. It is not even close.

6. rimwireless

Posts: 17; Member since: Feb 03, 2010

Did you expect anything less?! Verizon rocks!

7. Mateo8326

Posts: 472; Member since: Jul 15, 2009

Like who votes on these and how do they do it on the streets or something does anybody know

8. shimmyx20

Posts: 280; Member since: Mar 03, 2009

According to their press release: "The 2010 Wireless Call Quality Performance Study-Volume 1 is based on responses from 24,345 wireless customers. The study was fielded between July and December 2009. "

14. rwolf1984

Posts: 536; Member since: Jun 06, 2009

25,000 nationwide is hardly a large enough sample and July to December? Is that really enough time?

15. jundibasam

Posts: 119; Member since: Aug 05, 2009

hardly a large sample? Have you ever taken a statistics class in college or high school? that is a huge sample size to have! Also, sample size doesn't really mean anything as long as the sample is as random as possible and/or takes into account the various variables and anomolies that can skew results.

17. vzw fanman

Posts: 1977; Member since: Dec 11, 2008

plus they've won awards in the past by JD Power, this should be no surprise!

9. corporateJP

Posts: 2458; Member since: Nov 28, 2009

I'm sure this will change with the level of complaints Verizon's been getting after this survey was taken. Next year's poll might have T-Mobile on top, with a lot of ground between the next carrier. AT&T already sucks, with no sign of improvement. Sprint's churn is outrageous, they might not even be in business by time this poll rolls around again.

12. rwolf1984

Posts: 536; Member since: Jun 06, 2009

Well if Sprint can buy some Pre-Paid customers again to mask its failure they might still be around, lol SPRINT SUCKS!!! SPRINT SUCKS!!! SPRINT SUCKS!!! SPRINT SUCKS!!! SPRINT SUCKS!!! SPRINT SUCKS!!!

24. corps1089

Posts: 492; Member since: Jan 20, 2010

Not so outrageous... l "Sprint was able to limit the number of net defections in the fourth quarter to 148,000 subscribers. That is a major improvement from the 545,000 customers that left the carrier on a net basis in the third period." "The Sprint branded service increased the amount of customers by 3,000 which CEO Dan Hesse says came from improvements in customer service. The Nextel part of the equation was where the loss of subscribers came from in the period and Nextel customers continue to flee."

10. vzw fanman

Posts: 1977; Member since: Dec 11, 2008

not a surprise! verizon kicked at&t in the balls!

16. smrt83

Posts: 15; Member since: Jan 16, 2010

On a scale of 1000, Verizon has 753 and at&t has 733.....20 points out of a thousand is getting kicked in the balls??? Did you think about what you were gonna say before it came out? C'mon guy, use your head. They're all within 52 points out of a thousand of each other, this isn't huge for any of them.

18. vzw fanman

Posts: 1977; Member since: Dec 11, 2008

Consumer Reports rated at&t worst in call quality.

19. whocares

Posts: 235; Member since: Dec 19, 2009

natural selection says vzw has more jerk offs working for them

20. smrt83

Posts: 15; Member since: Jan 16, 2010

...Which is relivant to this JD Power article how fan boy?

21. vzw fanman

Posts: 1977; Member since: Dec 11, 2008

it's not. but it just goes to show that at&t needs to step up their game because verizon is ahead of them.

22. WD40

Posts: 18; Member since: Oct 21, 2009


11. Kappy

Posts: 108; Member since: Dec 14, 2009

I believe this article. I am very happy with my Verizon service. Call wise and customer service. I rarely have any issues anywhere I go. Can't say the same for my friends with ATT though. As for Sprint and T-Mobile, no one uses those where I live.

13. rwolf1984

Posts: 536; Member since: Jun 06, 2009

I do not know how T-Mobile is beating AT&T. AT&T has better coverage. Better customer service. T-Mobile has a lot of foreign people on its staff that are hard to understand. The coverage GSM, EDGE and 3G is much, much worse than AT&T. I had an issue with my account and AT&T took care of it and make a commitment to call me back to let me know that they took care of it. How awesome is that? Thats the best customer service ever. AT&T cares. Either way, anything is better than Sprint. . .SPRINT SUCKS!!! SPRINT SUCKS!!! SPRINT SUCKS!!! SPRINT SUCKS!!! SPRINT SUCKS!!!

25. Fan_of_Fanboys

Posts: 101; Member since: Nov 13, 2008

Why was my comment down ranked? Do you people not get sarcasm?

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