Verizon has Best Customer Care, AT&T Worst
According to J.D. Power study, Verizon Wireless get the higest score for wireless customer care performance. The second place goes to Alltel, T-Mobile in third and AT&T the last.
Kirk Parsons, Senior Director of J.D. Power and Associates said
“The fact that Verizon Wireless performs well in resolving issues with one contact is particularly noteworthy,” . “Overall customer care performance is three times higher among customers whose issues were resolved in one contact over the phone, compared with those who had to contact their provider more than once for the same issue.”
Another unique fact from this study is the average time wireless customers spent on hold before speaking with a customer service representative in 2008 was 4.4 minutes - up 34 percent from the average hold time in 2003 (3.3 minutes).