Verizon Wireless Top-Ranked in Customer Care in J.D. Power Survey

Basking Ridge-based Verizon Wireless is been ranked highest in customer care among the major national full-service contract wireless phone service providers in a J.D. Power and Associates’ 2011 Wireless Customer Care Performance Study released on Thursday.

Verizon Wireless received a score of 770, which led the full-service segment of the study and was above the industry average, according to press releases from J.D. Power and Verizon Wireless. The study was based on feedback gathered from wireless customers of the four major U.S. providers by J.D. Power and Associates in the first six months of 2011, Verizon Wireless said in a release issued on Thursday afternoon.

According to the online press release issued from Westlake Village, Calif., by J.D. Power, Verizon Wireless was ranked highest with the overall 770 score for wireless customer care performance among full-service providers. The study, volume 2, Verizon Wireless performs particularly well in phone contacts that originate in the ARS channel and are then transferred to a live service representative, and through phone calls made directly to a CSR, according to J.D. Power.

The J.D. Power release said T-Mobile follows in the overall rankings with a score of 766, and performs well among customers who contact their carrier online or through the ARS-only channel.

The study said ranks Boost Mobile highest in overall customer care satisfaction among non-contract service providers, with an overall score of 763, the J.D. Power press release said.

John Stratton, executive vice president and chief operating officer for Verizon Wireless, said in response to the ranking, "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."

Stratton said the company, with offices in the former AT&T building off North Maple Avenue, "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.”

Verizon Wireless said in its release that the company strives to offer customers many reasons to choose and stay with its service. Verizon Wireless operates the nation’s largest and most reliable wireless voice and 3G data network and the fastest, most advanced 4G LTE network in the world, and offers quality products and services backed by award-winning customer service, according to the press release issued by Verizon Wirless.

More information about Verizon Wireless is available online. 

The company said its "most reliable network" claim is based on network studies performed by real-life test men and test women. Those testers conduct more than 3.5 million voice call attempts and more than 19 million data tests annually on Verizon Wireless' and other national wireless carriers’ networks while traveling more than 1 million miles in specially equipped, company-owned quality test vehicles. More information about Verizon Wireless testing is available online.