Verizon Tops J.D Power Customer Care Study

Verizon finally beats out T-Mobile USA to top J.D. Power and Associates' 2008 Wireless Customer Care Performance study.  The study surveyed more than 11,000 respondents based on telephone calls with a service representative and/or automated reponse system (ARS), visits to a retail wireless store, and via the internet.

The study found that the industry wait time is 4.4 minutes, up 34 percent from the previous survey.  Additionally 49 percent of wireless customers called in for help, up from 47% reported six months ago.  J.D. Power attribute the extra minute on hold to the complexity of new handsets and services.

Verizon posted a score of 103 followed by Alltel with 102, T-Mobile scored 100 and AT&T was fourth with 97.  Sprint/Nextel was the only carrier in the survey to score below the industry's average, posting a score of 79.