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Verizon beats T-Mobile for top spot in J.D. Power Customer Satisfaction Suvery

By: , IntoMobile
Monday, November 12th, 2007 at 1:23 PM

JD Power Satisfaction Survey Verizon WirelessWhy do we always have good things to say about T-Mobile? It’s not their wireless service (reception and data speeds are a bit lackluster), but rather their customer service that keeps the Magenta-trademarking company at the top of our list of US carriers. You see, T-Mobile has been on a customer satisfying stint – T-Mobile has taken first place in the past five J.D. Power customer satisfaction surveys.

We were a bit surprised that Verizon Wireless actually inched out T-Mobile for the top spot in the J.D Power customer satisfaction ranking. The most recent customer satisfaction survey put Verizon Wireless just one point ahead of T-Mobile’s score of 725. AT&T garnered third-place with 708 points, and Alltel and Sprint Nextel bring up the bottom two spots with scores of 695 and 679, respectively.

But, we’re not going to dole out any praise to Verizon Wireless just yet. You see, average customer satisfaction scores have been sliding downhill since last year – a 12-point decline year-on-year, and a 7-point decline since the previous survey. It looks like these guys better get into customer-satisfying mode soon. Those pro-rated ETFs might help.

[Via: Mobile Burn]

About The Author

Will Park

Will hails from The City of Angels - Los Angeles, California. He spends his time playing with his numerous gadgets and looking forward to seeing what future holds for mobile technology. An avid promoter of a fully "digital" life, he promotes the widespread adoption of truly mobile, paper-less living. He dreams of the day when he can go completely digital. No more snail mail, paper receipts, bound books, notepads/spiral notebooks, credit cards, hard currency. He's a digital warrior - fighting for the converged life. He is an idealist and a realist - he has a perfect view of what the world should be but knows that the world is not perfect. Can we ever hope to see Will's dream become reality? We'll see...

  • Bill Orme

    It is astonishing that T-Mobile USA ever finished first in customer service rankings — and that it finished even as high as second more recently. Who are these customers? I work for an organization that uses T-Mobile for corporate cell phones because its inferior coverage and service domestically is compensated by superior reception internationally. A trade-off. In our experience T-Mobile domestic customer service is laughably, consistently abysmal, with disempowered agents unable to access basic company information or solve accounts or hardware problems. As I write this, I am in the third week of waiting for a replacement for a stolen phone; every day I am informed by T-Mob reps that it is either 72 hours away from delivery, or eight days maximum, or eight days minimum, or on back order somewhere, or the order is delayed because the line is suspended (correct, Ms. Catch-22, the phone was stolen), but no, sorry, I cannot cancel the order and buy a phone at the shop around the corner, because it is ‘on order’…..and thanks for using T-Mobile.