Verizon Wireless received the highest rating in the J. D. Power and Associates 2008 Wireless Customer Care Performance Study, edging out T-Mobile USA which has historically held the number one spot.
The study asked 11,000 respondents questions about three customer care areas: calling customer service, going to a retail store for service and service via the internet. Verizon Wireless impressed many respondents by resolving their concerns in a single contact.
The number one complaint among customers dealing with customer service was the amount of time spent on hold, which did climb year over year 34% to 4.4 minutes. On the flip side, 49% of customers called in for help, compared to 47% last year, which J. D. Power attributes to the growing complexity of the handsets.
Most customers, 75%, reached out for help over the phone and most others went to a retail store. Only a small number attempted to resolve their problem via email, which is what the carriers are hoping we do.
Verizon received a score of 103, with Alltel coming in a close second at 102 and T-Mobile rounding out the third spot at 100. AT&T once again delivered disappointing customer service, coming in at 96, while Sprint Nextel was the only carrier to come in below the industry average at 79.