J.D. Power and Associates announced on Thursday that Verizon Wireless ranked highest in the company’s 2011 Wireless Customer Care Performance Study, Volume 2. The carrier’s overall score was 770/1000, which was above the average 761 score in the ‘full service’ category. T-Mobile came in second place with a score of 766, followed by Sprint (752) and AT&T (751).
J.D. Power and Associates also noted that non-contract customers have shorter wait times than customers with contracts (5.5 minutes versus 4.4 minutes). “There is also a disparity between the contract and non-contract segments in terms of the quality of the experience with the service representative,” J.D. Power and Associates senior director of wireless services Kirk Parsons said. “In particular, non-contract customers are considerably less satisfied than are contract customers in the areas of knowledge about plans; personal concern for customers; and apathy towards customers.” Boost Mobile ranked the best among non-contract carriers with a score of 763.
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