Verizon grabs #1 spot in J.D. Power mobile satisfaction rating

Tue Aug 19, 2008 12:54PM EDT

See Comments (305)

For the first time in four years, T-Mobile is not at the top of J.D. Power's survey on wireless carrier customer service satisfaction. The bragging rights for 2008 now go to Verizon.

The rankings concern how well and how quickly carriers resolve customer service calls, not the quality of phone service. (So all those complaints about dropped calls and poor coverage don't apply here.)

J.D. Power's ranking system this year gives Verizon 103 points, mini-major Alltel a 102 score, and T-Mobile close behind with 100. AT&T earned a 97 rating and perennial laggard Sprint Nextel got a 79. (The minimum score you can get is a 70.)

Putting aside Sprint's sad, last-place finish, what's going on here? Is Verizon getting better, T-Mobile getting worse, or everyone simply getting better at dealing with customer service issues? It's probably not the latter: J.D. Power notes that due to the increasing complexity of wireless handsets, the average customer now spends longer on the phone making support calls than ever before. Longer calls mean longer waits for help: The average customer will spend 4.4 minutes on hold with his wireless carrier each year, up a third since 2003, and about half of all customers will have to call for help at some point.

If there's overall good news on the service front, it involves the number of calls it takes to resolve issues: Last year the average was 1.91 calls required to take care of a customer problem, but this year that number has plummeted to 1.76 calls per issue. Keeping customers from having to call you for help at all may be best, but keeping them from having to call back is pretty good, too.

LINK: Verizon Wireless seizes top spot from T-Mobile in J. D. Power rankings

Comments on Verizon grabs #1 spot in J.D. Power mobile satisfaction rating

Post a Comment

Join in the discussion. Here you'll see the comments in the order they were posted.

  • 7 Posted by pjb1220 on Thu Sep 3, 2009 8:13PM EDT Report Abuse

    Love my new verizon phone. I have had tracphones and att go phone but this isverizon phone is the greatest. A very satisfied customer.

  • 8 Posted by mwallard@verizon.net on Thu Sep 3, 2009 7:31PM EDT Report Abuse

    If JD Powers were to contact the Maryland State Attorney General's Office for Consumer Affairs, they might not get such a glowing report on Verizon's handling of customer service complaints.

  • 9 Posted by sweetheartgifts on Thu Sep 3, 2009 9:51PM EDT Report Abuse

    I agreed Verizon is the best cellphone service provider. however, their service charge is higher than other as well.

  • 10 Posted by jgbros on Thu Sep 3, 2009 4:34PM EDT Report Abuse

    Verizon is the best. The phone selection is second to none.

  • 11 Posted by makaveli032285 on Thu Sep 3, 2009 7:04PM EDT Report Abuse

    sprint has the best plans but their customer service is horrible, of course i have had nothing but bad experiences with verizon too

  • 12 Posted by cjo2496 on Thu Sep 3, 2009 3:26PM EDT Report Abuse

    sprint 's costumer service isn't that horrible it just depends on the attitude of the rep ur getting which isn't always bad they're mostly friendly

  • 13 Posted by stephyrob28 on Thu Sep 3, 2009 9:41PM EDT Report Abuse

    sprint has the worst coverage and phones you could ever have. I can even get service in my own house or in my office. DONT USE THEM THEY SUCK!!!!!!!!!!!

  • 14 Posted by triangleness on Thu Sep 3, 2009 10:21PM EDT Report Abuse

    Verizon overcharges us and refuses to give us our military discount on the grounds of "we never recieved your paperwork". How many times should a person have to send their personal information to a company before it is 'recieved'? Very unsatisfied with this company, as is most of the people I know who have it as well.

  • 15 Posted by curseddemonrage0 on Thu Sep 3, 2009 3:32PM EDT Report Abuse

    Verizon seems to have a thing where they overcharge a bit, i had Verizon before i switched to Sprint and i missed one payment bam, they add like 500$ to the bill

  • 16 Posted by jaleesathe1 on Thu Sep 3, 2009 4:27PM EDT Report Abuse

    I wonder why U.S.Cellular isn't up here. Yes they may not be one of the most popular cell phone companies but they are a great company to use. I actually think U.S.Celullar is the best instead of Verizon. Not to down Verizon, I just like U.S.Cellular better.

  • 17 Posted by dbedford@pacbell.net on Thu Sep 3, 2009 3:38PM EDT Report Abuse

    I like Cingular too!!! I never will be able to use up all my minutes...and it works in places where Verizon doesn't...here (LA area) Cingular is actually AT&T.

  • 19 Posted by rsouza70 on Thu Sep 3, 2009 8:54PM EDT Report Abuse

    I have Sprint and I HATE their service! I get no bars nowhere, no-one that speaks English on the end of customer service to answer my questions. They charge me for downloads that are so UNBELIEVABLE that I never ever had when I had AT&T service. I dont know how they even pulled a 79

  • 20 Posted by pittguy74 on Thu Sep 3, 2009 8:13PM EDT Report Abuse

    I wish they would debunk "THE MOST RELIABLE NETWORK" that Verizon advertises. That is total garbage. AT&T with the GSM network is far better than any of the networks my friends get. They go into a building and cant get service from Verizon. The only one that comes close is Sprint but I will put AT&T up against any other provider for dropped calls and bad reception.

  • 21 Posted by claraghenta on Thu Sep 3, 2009 3:26PM EDT Report Abuse

    I am a sprint costumer and I am very pleased with the service we have them for a long time now since 2000 and out plan it still the same and we got a very good deal which I couldn't find at any other cell phone company. Verizon it much expensive and the only one is closed to it is AT&T but still is not the same rate. And they have good phones and good costumer service too now the question it how good costumer have you been? Don't trush a company just because you don't like it. Look at the plans and services and compare with other companies and you will see the difference.

  • 22 Posted by angelis_beauty_626 on Thu Sep 3, 2009 2:54PM EDT Report Abuse

    Who takes part of these surveys? Where do they find these people who they allegedly survey? I have never once been asked anything about my service provider.

  • 23 Posted by floritagleason@att.net on Thu Sep 3, 2009 4:00PM EDT Report Abuse

    I have had two of three of my kids try verizon. One even tried twice over the last few years. Each time they couldnt wait to get away from them. My daughter is going to leave again. They have also tried nextel ( the one bought out her contract to leave there), us cell and sprint. If you keep changing there must be a problem. Myself, I have have been with cingular/at&t for 15 years. two of my kids are with cingular/at&t. The other just stubborn. There is a reason I've been with them for so long. Best available service and packages. Don't really have to talk to cs very much, but when i have it mostly has been pleasant

  • 24 Posted by hoykathleeen on Thu Sep 3, 2009 4:21PM EDT Report Abuse

    verizon's pretty useless to me since it's not gsm. and I'd use t-mobile if there was coverage in my area but there's not :[ so AT&T is all I got left

Post a Comment

Sign In to Post a Comment

My Tech

Please enable your browser's cookies to activate the My Tech column.

Also on Yahoo! Tech

Computers Home Office Wi-Fi & Networking Phones & PDAs Cameras & Camcorders TV & Home Theater Portable Audio
 

Site Map | Tour | Subscribe to Yahoo! Tech

Question and Answer content at Yahoo! Tech is written by Yahoo! users at Yahoo! Answers. Yahoo! does not evaluate or guarantee the accuracy of any Yahoo! Answers content. For more information, read the Full Disclaimer.

Opinions expressed by the Advisors are their own and do not necessarily reflect the views of Yahoo! Inc. Yahoo! receives no compensation from any manufacturer or distributor nor does it compensate any Advisor for the coverage of any product or service in any Advisor's content.