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Verizon Wireless Recognized by J.D. Power for Customer Service

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Verizon Wireless Recognized by J.D. Power for Customer Service

August 14, 2008
By Susan J. Campbell
TMCnet Contributing Editor
Verizon (News - Alert) Wireless has been gaining much attention lately as it continues to drive performance and market penetration. Now, the wireless giant has been recognized for providing the industry’s highest ranking customer care by J.D. Power and Associates in its 2008 Wireless Customer Care Performance Study, Volume 2, released today.

Based on responses from more than 11,000 wireless subscribers who had contacted customer care by phone, in stores or online within the past 12 months, the study delivers a detailed report card on a semi-annual basis of wireless provider customer care performance.
Evaluating all customer responses, Verizon Wireless ranked highest in overall customer care performance. Considering that this ranking is the result of actual customer experiences, this recognition is that much more meaningful.

"We are pleased that this latest study agrees with our belief that Verizon Wireless offers the best customer experience in wireless. We know that our customers expect an outstanding experience when they call us, walk into one of our stores or deal with us online," said Jack Plating, executive vice president and chief operating officer, in a Thursday statement.

"We will continue to work to deliver the best customer service in the industry and to not only meet our customers' expectations, but to exceed them."

Verizon Wireless focuses on enhancing and expanding its customer service capabilities to serve its growing customer base. Last year, the company opened a new state-of-the-art customer service center in Lincoln, Nebraska and Huntsville, Alabama.

The past three years have seen opened new Verizon Wireless customer service centers in Albuquerque, N.M.; Hanover, Md.; Charleston, S.C.; Wilmington, N.C.; and Chandler, Ariz., and expanded its centers in Columbia, S.C.; Atlanta; Southfield, Mich.; and Dublin, Ohio.

In addition, the company has introduced an evolutionary design in new and certain existing company owned and operated Communications Stores. These stores offer a high-tech, hands-on experience with wireless voice, data, music and video services.

They also feature the company’s line of more than 30 wireless handsets and devices that integrate a number of innovative displays, systems and operational enhancements that are designed to streamline the sales process and enhance the customer experience.

Based on customer retention and turnover rates published by the largest providers, Verizon Wireless has proven to be the wireless leader in customer loyalty. The last 15 quarters have shown Verizon Wireless to deliver the industry’s lowest customer churn rate -- the percentage of customers who disconnect their service -- an important indicator of customer loyalty.

This recognition of Verizon Wireless is significant because it is J.D. Power and Associates, a well respected firm and research organization whose work and evaluation in any industry is thorough and highly regarded. The firm’s assessment of a company based on actual customer experience allows for true and accurate measurement of customer service performance.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan's articles, please visit her columnist page.
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