Verizon Wireless on Thursday announced that it has received the top spot in J.D. Power and Associates’ 2012 Wireless Customer Care Full Service Study Volume 1. The carrier received a score of 762 out of 1,000, which was 10 index points above the industry average of 752. Virgin Mobile took the top spot in non-contract providers with an overall score of 735. J.D. Power also found that 38% of full-service customers who resolved technical issues online used an online chat service. Those who used the online chat services were also the most satisfied  (749 satisfaction points) as opposed to those who relied on a carrier’s website (734 points), emailed the carrier (721 points) or searched forums (664 points). Interestingly, owners of 4G devices were more likely to contact their carrier than owners of devices not capable of running on 4G networks. J.D. Power based its study on responses from 9,098 wireless customers in the United States. The non-contract study surveyed 2,840 wireless subscribers. J.D. Power and Associates’s full press release follows after the break.

UPDATE: An AT&T spokesperson contacted BGR via email with the following statemnt in response to J.D. Power’s study: “AT&T was again named No. 1 in walk-in customer service by J.D. Power as part of its 2012 Wireless Customer Care Survey – Volume 1, and third overall. We remain dedicated to continuous improvement so we can deliver the industry’s best products and services with exceptional customer care.”

2012 U.S. Wireless Customer Care Performance Studies – Volume 1 

J.D. Power and Associates Reports:
Owners of 4G-Enabled Phones Are Far More Likely to Contact Their Wireless Provider for Customer Service than Are Owners of Less Technologically Advanced Devices 

Verizon Wireless Ranks Highest in Wireless Customer Care Performance among Full-Service Providers, While Virgin Mobile Ranks Highest among Non-Contract Customers

WESTLAKE VILLAGE, Calif: 2 February 2012 — Wireless customers who own a 4G-enabled device contact their provider for customer service considerably more frequently than do owners of less technologically advanced devices, according to the J.D. Power and Associates 2012 U.S. Wireless Customer Care Performance Full-Service Study^SM—Volume 1 and the 2012 U.S. Wireless Customer Care Performance Non-Contract Study^SM—Volume 1, both released today.

Now in their 10th year, the semiannual studies provide a detailed report card on how well wireless carriers provide service to their customers via three contact methods: telephone calls with customer service representatives (CSR) and/or automated response systems (ARS); visits to a retail wireless store; and via the Web. The studies measure satisfaction and processing issues in each contact method, such as problem-resolution efficiency and hold-time duration.

Among customers who currently own a 4G (4^th Generation)-enabled device—which uses a faster, more efficient network—60 percent report having contacted their current wireless service provider during the past six-month period. In comparison, only 47 percent of a non-4G smartphone and 35 percent of traditional/feature phone owners contacted their provider for support.

Owners of a 4G-enabled device have a much greater propensity to contact their carrier due to network-related problems (18%) than do owners of a traditional phone that uses less advanced networks (11%). One of the main factors contributing to the higher contact rate among owners of 4G-enabled devices may be that higher network speeds are available only in limited areas, while slower 3G technology is offered in more areas of the country.

“It’s not unexpected that customers who use new technology or services would be more likely to contact their carrier with questions or problems, particularly with the 4G network rollout that began in 2011,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “What is important to understand is that investment is needed in support services to not only handle the increase in customer interactions, but also to provide service representatives with the necessary training and information across all contact channels in order to offer a timely and superior service experience. In fact, it takes approximately five minutes more per contact, on average, to resolve issues pertaining to 4G-enabled devices, compared with issue resolution times for traditional phones.”

According to Parsons, creating a superior customer experience leads to a higher propensity for customers to spend more on services and a lower likelihood they will switch providers in the future. This is especially true among customers who own a 4G-enabled device, as they report spending $36 more per month and are more likely to say they “definitely will recommend” their current carrier than are customers who own a traditional mobile phone.

Verizon Wireless ranks highest in wireless customer care performance among full-service providers with an overall score of 762 on a 1,000-point scale. Verizon Wireless performs particularly well in phone contacts that originate in the ARS channel and are then transferred to a live service representative, and in phone calls made directly to a CSR.

Virgin Mobile ranks highest in overall customer care satisfaction among non-contract service providers with an overall score of 735. Virgin Mobile performs particularly well in phone contacts that originate in the ARS channel and are then transferred to a live service representative, and in phone calls made directly to a CSR.

The study also finds several key wireless customer care patterns:

• More than one-third (38%) of full-service wireless customers who resolved their issue via the online channel say they used their carrier’s online chat function for customer service, an increase of two percentage points from July 2011. In addition, satisfaction is higher among customers who use the online chat function (749) than among customers who research information on their carrier’s website (734); email their carrier directly (721); or utilize online user forums (664).
• Satisfaction averages 100 points higher (733) among non-contract customers who are initially addressed by a representative with the experience and understanding needed to resolve their issue, compared with customers who are transferred or referred to another representative (633).
• Approximately 40 percent of smartphone customers who contacted their carrier with a problem did so because they had a device malfunction or were experiencing repair-related issues.

The 2012 Wireless Customer Care Full Service Study—Volume 1 is based on responses from 9,098 wireless customers. The 2012 Wireless Customer Care Non-Contract Study—Volume 1 is based on responses from 2,840 wireless customers. Both studies are based on the experiences of current customers who contacted their carrier’s customer care department within the past six months. The study was fielded from July through December 2011.

For more information on customer satisfaction with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, please visit JDPower.com.

 

J.D. Power and Associates announced on Thursday that Verizon Wireless ranked highest in the company’s 2011 Wireless Customer Care Performance Study, Volume 2. The carrier’s overall score was 770/1000, which was above the average 761 score in the ‘full service’ category. T-Mobile came in second place with a score of 766, followed by Sprint (752) and AT&T (751). J.D. Power and Associates also noted that non-contract customers have shorter wait times than customers with contracts (5.5 minutes versus 4.4 minutes). “There is also a disparity between the contract and non-contract segments in terms of the quality of the experience with the service representative,” J.D. Power and Associates senior director of wireless services Kirk Parsons said. “In particular, non-contract customers are considerably less satisfied than are contract customers in the areas of knowledge about plans; personal concern for customers; and apathy towards customers.” Boost Mobile ranked the best among non-contract carriers with a score of 763. Read on for the full press release.

LATEST J.D. POWER AND ASSOCIATES STUDY RANKS VERIZON WIRELESS HIGHEST IN CUSTOMER CARE

Survey Places Company First Among Major National Providers In U.S. Wireless Industry

BASKING RIDGE, N.J. – Verizon Wireless, provider of the nation’s largest and most reliable 3G network and the fastest, most advanced 4G LTE network in the world, has been ranked highest in customer care among the major national wireless phone service providers in J.D. Power and Associates’ 2011 Wireless Customer Care Performance StudySM – Volume 2, released today.

Verizon Wireless received a score of 770, which led the segment and was above the industry average.  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.

“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.,” said John Stratton, executive vice president and chief operating officer of Verizon Wireless.  “We 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 offers customers many reasons to choose and stay with the company. 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 its award-winning customer service.  For more information about Verizon Wireless, visit www.verizonwireless.com.

The company’s “most reliable network” claim is based on network studies performed by test men and test women who 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.  For more information about Verizon Wireless testing, go to: http://aboutus.vzw.com/bestnetwork/reliability.html.

J.D. Power and Associates has given T-Mobile the highest ranking in wireless retail customer satisfaction among the major U.S. carriers. The “2010 Wireless Retail Sales Satisfaction Study – Volume 1” reports that T-Mobile edged out Verizon Wireless, Sprint, and AT&T in the retail study with an overall score of 723; Verizon had an overall score of 722. The categories considered were: overall retail sales performance, retailer’s facility, merchandise display, sales staff, and cost. The study did not take into account how satisfied people were with the quality of their wireless network or phone selection, just the retail experience itself. Congrats to T-Mo on their second consecutive victory. We’ve got the official press release all queued up for you.

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J.D. Power and Associates released Volume 2 of their biannual Cellular Call Quality Survey Thursday and it appears as if “Can you hear me now?” is a phrase not uttered by many Verizon Wireless customers. In every region of the country surveyed, Verizon was either the sole winner or tied for first place. The survey asked 22,000 customers from across the nation to rank their cellular provider based upon the frequency of dropped calls, static/interference, failed connection on the first try, voice distortion, echo, no immediate voice mail notification, and no immediate text message notification. Let’s take a quick look at how each region fared:

• Northeast Region: Verizon Wireless ranks highest in the region.
• Mid-Atlantic Region: Verizon Wireless ranks highest for an eighth consecutive time.
• Southeast Region: Alltel ranks highest in the region. Verizon wins this one by proxy since they are in the process of acquiring Alltel.
• North Central Region: U.S. Cellular and Alltel rank highest in a tie. Another win for Verizon through its Alltel merger.
• Southwest Region: Sprint Nextel and Verizon Wireless tie to rank highest in the region.
• West Region: Verizon Wireless ranks highest in the region.

Surprisingly, AT&T, the largest scammers US provider, does not show up anywhere in the leader board; not so surprisingly, neither does T-Mobile. We wonder, though, if these results will help or hurt Verizon as it seeks regulatory approval for its merger with Alltel. By scooping up Alltel, it really will become the nation’s largest network, both in sheer number of customers and in coverage. Psst, Verizon, some words of advice? You may want to sweep these results under the carpet and only boast about them after that merger of yours is approved. We’re just sayin’…

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