Verizon edges out T-Mobile in customer care

Verizon Wireless wins top marks in a J.D. Power and Associates wireless customer care performance study.

It's J.D. Power and Associates time again! The marketing information firm that loves to give awards spun out another this week with its 2010 wireless customer care performance study. Verizon Wireless emerged as the winner with an index score of 753 points on a 1,000-point scale. Verizon's score was 14 points higher than the industry average.

This wasn't a total blowout, however. T-Mobile, which tied with Verizon and Alltel in a similar study last August , was close behind with 752 points. T-Mobile and Verizon have traded the title back and forth over the last couple of years, and Alltel is now counted as part of Verizon.

AT&T came in third with 733 points, and Sprint was last with 721 points. Smaller carriers like U.S. Cellular were not surveyed. The study is based on responses from 9,500 wireless customers and considers three areas: calls to live customer service or automated response systems, visits to retail stores, and visits to carrier Web sites.

About the author

Kent German leads CNET's How To coverage and is the senior managing editor of CNET Magazine. A veteran of CNET since 2003, he started in San Francisco and is now based in the London office. When not at work, he's planning his next trip to Australia, going for a run, or watching planes land at the airport (yes, really).


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