J.D. Power: Verizon again tops in customer care survey

Marketing researchers recognize the nation's largest wireless provider as a leader in customer care.

J.D. Power names Verizon customer care leader for fourth consecutive time. CBS Interactive

For the fourth consecutive time , J.D. Power and Associates has named Verizon Wireless as the leader in customer care among full-service wireless providers.

The semiannual report is based on feedback from thousands of consumers, scoring carriers based on three contact channels: telephone; walk-in (retail store); and online.

J.D. Power and Associates

Verizon leads all full-service providers with a score of 766, just ahead of AT&T's 759, however both were above the industry average. Verizon credits social networking efforts for the high marks, touting the active and light-hearted online personality.

J.D. Power also found the carrier to do particularly well in phone calls with customer service representatives. Sprint was slightly under the average with a 746 and T-Mobile trailed in fourth place with a 715 score.

J.D. Power points to shared data plans as one reason why both Verizon and AT&T scored better than others. The report shows satisfaction levels to be even higher (778) for customers who adopted a shared data plan; household spending was also $30 higher per month.

 

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