Monday, September 1, 2003
Verizon and Nextel Tie For First In J.D. Powers Customer Service
Posted by Ed Hansberry in "NEWS" @ 01:00 PM
http://www.jdpower.com/news/releases/pressrelease.asp?ID=2003074
"Nextel and Verizon Wireless rank highest in a tie in customer care performance among the seven largest wireless service providers. Nextel performs particular well in the ARS area, specifically in navigation as it relates to instructions/prompts, while Verizon Wireless consistently performs above the industry average in all areas, particularly in having service representatives who understand customer issues and in shorter hold times."
T-Mobile was very close behind in third place. The study ranks customer service, which basically boils down to how long you are on hold when you need to talk to a human being and how the resolution process goes. T-Mobile doesn't have the best coverage, but when it comes to customer service, I have been very pleased. I've probably called more than the average consumer, as many of us have, because getting data services set up and figuring out the seemingly unique and crazy dial strings different phones need to access their GPRS networks from different phones usually requires one or two phone calls to the data center.
You can read the full report on J.D. Power's site.
"Nextel and Verizon Wireless rank highest in a tie in customer care performance among the seven largest wireless service providers. Nextel performs particular well in the ARS area, specifically in navigation as it relates to instructions/prompts, while Verizon Wireless consistently performs above the industry average in all areas, particularly in having service representatives who understand customer issues and in shorter hold times."
T-Mobile was very close behind in third place. The study ranks customer service, which basically boils down to how long you are on hold when you need to talk to a human being and how the resolution process goes. T-Mobile doesn't have the best coverage, but when it comes to customer service, I have been very pleased. I've probably called more than the average consumer, as many of us have, because getting data services set up and figuring out the seemingly unique and crazy dial strings different phones need to access their GPRS networks from different phones usually requires one or two phone calls to the data center.
You can read the full report on J.D. Power's site.
