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Verizon tops T-Mobile in J.D. Power customer care survey


T-Mobile may have once been able to bank on J.D. Power's customer care survey to bolster its bag of bragging rights, but it looks like that's no longer the case, as Verizon has now finally edged it out, following a similar shift in J.D. Power's retail sales satisfaction survey last year. Not only that, T-Mobile actually fell to third place, behind Verizon's merger-mate Alltel. There isn't much of a spread between the top-ranked companies, however, with Verizon snagging a score of 103, Alltel scoring 102, and T-Mobile garnering a respectable 100. Only Sprint Nextel, which got a lowly 79, scored below the industry average. Among the other tidbits to be found in the survey, which included more than 11,000 respondents, is the fact that customers spent an average of 4.4 minutes on hold with customer service, a jump of 34% from the previous survey, while 49% of all wireless customers said they called in for help at least once, a minor uptick from the 47% reported last time around. That, J.D. Power says, is at least partly due to the "increasingly complex" wireless phones and services available nowadays.

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