{"id":282592,"date":"2010-02-05T13:00:00","date_gmt":"2010-02-05T18:00:00","guid":{"rendered":"tag:feeds.phonedog.com:\/\/fab11c34bc1b9d258a6f86a24c32ab64"},"modified":"2010-02-05T13:00:00","modified_gmt":"2010-02-05T18:00:00","slug":"article-verizon-wireless-wins-2010-j-d-power-award","status":"publish","type":"post","link":"https:\/\/mereja.media\/index\/282592","title":{"rendered":"ARTICLE: Verizon Wireless wins 2010 J.D. Power award"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/r.phonedog.com\/shared\/images\/2010\/2\/93327-Screen_shot_2010-02-05_at_12.37.41_PM.png\" alt=\"2010 J.D. Power Customer Care Award\" width=\"472\" height=\"336\" \/><\/p>\n<p>Verizon Wireless has won the 2010 J.D. Power and Associates 2010  Wireless Customer Care Performance Study, edging out T-Mobile for the first place slot.<\/p>\n<p><span id=\"dnn_ctr5101_PressRelease_lblPR\">According to the J.D. Power press release, Verizon Wireless performs best when contacts are resolved through phone calls to customer service  and visits to the company&#8217;s retail stores.&nbsp; In both situations, Verizon Wireless representatives &#8220;perform well with  regard to identifying customer problems quickly and resolving them  efficiently.&#8221;<\/span>&nbsp;<\/p>\n<p>Coming in (a close) second was T-Mobile with 752 points.&nbsp; AT&amp;T ranked third with 733 points, and Sprint came in last with 721 points.&nbsp; The industry average was 739 points.<\/p>\n<p>Some interesting data that J.D. Power found:<\/p>\n<ul>\n<li>The rate of customers  that report having contacted their carrier&#8217;s care units has decreased by  3 percent during the past six months, with AT&amp;T and Verizon  customers stating particularly low contact rates.<\/li>\n<li>During the  past six months, the number of customer contacts pertaining to credit  issues such as overdue balances and credit extensions has increased by  50 percent.<\/li>\n<li>Despite owning phones with more complicated feature  sets, wireless customers with smartphones do not rate customer care  performance much lower than those with traditional mobile phones (735  vs. 741, respectively). However, smartphone owners, compared to  traditional phone owners, are significantly more likely to have  contacted their carrier with an issue during the past six months (49%  vs. 40%, respectively) and it is less likely the issue was resolved on  the first contact via telephone (74% vs. 77%, respectively). Regarding  retail store contacts, smartphone owners also require more than three  additional minutes to resolve their issues than do owners of traditional  phones.<\/li>\n<li>Sixteen percent of customer phone contacts result from  proactive calls or text messages originated by the wireless carrier.  This has proven to be an effective way of limiting some potential issues  from escalating, as customers who contact their carrier after receiving  these communications are more satisfied (751, on average) than  customers who do not receive proactive contact from their carrier (738). <\/li>\n<\/ul>\n<p>Good news for Verizon, and to an extent, T-Mobile.&nbsp; The full release can be found <a href=\"http:\/\/businesscenter.jdpower.com\/news\/pressrelease.aspx?utm_source=Rss&#038;utm_cammpaign=PhoneDog&#038;umt_medium=Blog&#038;ID=2010019\" >here<\/a>.&nbsp;<\/p>\n<p>I&#8217;d like to hear from you as a sort of &#8220;PhoneDog Customer Care Survey&#8221; &#8211; which carrier do you love (or hate), and why?<\/p>\n<p><span id=\"dnn_ctr5101_PressRelease_lblPR\"><\/p>\n<p>&nbsp;<\/p>\n<p><\/span><\/p>\n<p><a href=\"http:\/\/feedads.g.doubleclick.net\/~a\/2FbKe_u1sB-C-gzj35c5d5HMTR4\/0\/da\"><img decoding=\"async\" src=\"http:\/\/feedads.g.doubleclick.net\/~a\/2FbKe_u1sB-C-gzj35c5d5HMTR4\/0\/di\" border=\"0\" ismap=\"true\"><\/img><\/a><br \/>\n<a href=\"http:\/\/feedads.g.doubleclick.net\/~a\/2FbKe_u1sB-C-gzj35c5d5HMTR4\/1\/da\"><img decoding=\"async\" src=\"http:\/\/feedads.g.doubleclick.net\/~a\/2FbKe_u1sB-C-gzj35c5d5HMTR4\/1\/di\" border=\"0\" ismap=\"true\"><\/img><\/a><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" src=\"http:\/\/feeds.feedburner.com\/~r\/phonedog_cellphoneblog\/~4\/kNJ8x9aqwVc\" height=\"1\" width=\"1\"\/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Verizon Wireless has won the 2010 J.D. Power and Associates 2010 Wireless Customer Care Performance Study, edging out T-Mobile for the first place slot. According to the J.D. Power press release, Verizon Wireless performs best when contacts are resolved through phone calls to customer service and visits to the company&#8217;s retail stores.&nbsp; In both situations, [&hellip;]<\/p>\n","protected":false},"author":671,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[7],"tags":[],"class_list":["post-282592","post","type-post","status-publish","format-standard","hentry","category-news"],"_links":{"self":[{"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/posts\/282592","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/users\/671"}],"replies":[{"embeddable":true,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/comments?post=282592"}],"version-history":[{"count":0,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/posts\/282592\/revisions"}],"wp:attachment":[{"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/media?parent=282592"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/categories?post=282592"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mereja.media\/index\/wp-json\/wp\/v2\/tags?post=282592"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}