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Verizon Wireless Ranks Highest in Customer Care

February 25, 2010

3G network operator Verizon (News - Alert) Wireless has been ranked highest in customer care among wireless phone service providers in J.D. Power and Associates' 2010 Wireless Customer Care Performance Study, Volume 1.

Based on responses from more than 9,600 wireless subscribers who contacted their wireless service providers by phone, in stores or online last year and were surveyed by J. D. Power and Associates between July and December of 2009, Verizon Wireless 'continued to perform as an industry leader with an overall satisfaction score of 753, 14 points above the overall industry average.'

Verizon Wireless' score included former Alltel (News - Alert) customers in retained markets.

Steven R. Smith, president, South Central Region, Verizon Wireless called it 'an honor to receive such recognition.'

Earlier this month TMC's Tom Keating (News - Alert) blogged that the Philadelphia City Council 'voted unanimously to approve a Verizon FiOS (News - Alert) franchise agreement that will allow Verizon to offer fiber-based digital TV, voice, and Internet to Philly's 600,000 residents. Verizon will spend $1 billion to build out the network which will offer HDTV channels, voice, and high-speed Internet.'

City Council members said the deal was 'not perfect,' according to Keating, 'and they tried to push for more minority contractor involvement. Now how is it that a City Council has the right to demand who a company hires? There are already state and federal anti-discrimination laws on the books, so why the hell do companies have to answer to some local city council mafia? Obviously, Verizon wants the business and they have to suck-up to this local city council if they want to be granted the franchise.'

Verizon Wireless has recently introduced an after-call survey to provide 'fast, direct feedback from more customers,' company officials said, 'to help the company further improve the customer experience.'

The company also continues to roll out its design in new and existing company-owned and -operated Communications Stores, offering shoppers the chance to experience their wireless voice, data, music and video services.

They were also cited for allowing customers to manage their accounts online using My Verizon, the company's online account management and customer service tool giving 24/7 online access to all their billing, payment and account-related information and the ability to view and pay bills online, check account balances, change addresses, track airtime usage, analyze monthly spending trends or change account features.

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Patrick Barnard

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