Verizon Wireless' commitment to providing customers the highest level of satisfaction and setting the standard in customer service for the wireless industry has been recognized by industry organizations and publications.
U.S. Enviromental Protection Agency, July 8, 2008
Two Verizon Wireless Communications Stores in Nebraska were recognized among the first retail stores in the country to earn the U.S. Environmental Protection Agency’s (EPA’s) ENERGY STAR®, the national symbol for superior energy efficiency and environmental protection. The Verizon Wireless Communications Stores were the first wireless retail stores and are two of only six retail locations nationwide to be awarded the 2008 ENERGY STAR.
ACSI, May 20, 2008
For the fifth consecutive year, Verizon Wireless outpaced the industry average for wireless phone service satisfaction in the American Customer Sastisfaction Index (ACSI) survey. A powerful economic indicator, ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry trade associations and government agencies.
M:Metrics, April 2, 2008
According to the most recent wireless industry study by M:Metrics, the private, third-party mobile media research firm, Verizon Wireless customers are the most loyal and the most likely to recommend the company to their friends. M:Metrics surveyed more than 30,000 wireless customers from November 2007 through January 2008 about their overall satisfaction with the existing wireless service and found that among the nation’s largest wireless carriers, Verizon Wireless customers are: most satisfied with their existing service, most likely to recommend the operator to a friend, and are least likely to switch operators.
Wireless Week, April 1, 2008
For the third year in a row, Wireless Week named Verizon Wireless the "Carrier of the Year," stating that "the carrier has implemented new policies, stepped out from the wireless pack and pursued an unexpected technology path for the future." The criteria for selecting Carrier of the Yaer for Wireless Week's Excellence Award is based on several factors, including industry leadership, financial performance and innovation.
Brand Keys, April 2008
Verizon Wireless was recognized by Brand Keys in its 2008 Brand Keys Customer Loyalty Engagement Index for high honors in the Wireless Phone Service category. The Brand Keys Customer Loyalty Engagement Index, fielded annually in the spring and fall, examines customers’ relationships with 382 brands in 57 categories. The data paints a detailed picture of the category drivers that engage customers, engender loyalty and drive real profits.
POPAI, March 18, 2008 and the Digital Signage Group, January 28, 2008
Verizon Wireless and MTI were awarded the “POPAI Digital Signage Display of the Year in the Network Division” and a Gold Digital Signage Award in the Retail Network Division from POPAI, The Global Association for Marketing at-Retail. They also won a “DIGI Award” from The Digital Signage Group, a specialty digital signage distributor, for best interactive/tracking retail application. Winning all three awards was Verizon Wireless’ “Interactive PDA Wall,” which is designed to display and demonstrate Verizon Wireless smartphones in an interactive environment that provides live product demonstration and video-based simulated ownership experiences for each product.
The Customer Respect Group, February 1, 2008
Verizon Wireless was named a leader in the area of online accessibility according a study by the Customer Respect Group titled, “Accessibility And Business Value: Profiles In Success.” Web sites were evaluated based on “the online experience for people who are blind or have low vision, and for those with cognitive and mobility challenges.”
Vocal Laboratories, January 29, 2008
Verizon Wireless received high honors in the Vocal Laboratories 17th quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies, earning an "A" in Caller Satisfaction and an "A'" for Call Completion. The study covered the three months ending December 31, 2007. http://www.vocalabs.com/about/pr55.html
National Retail Federation Foundation and American Express, January 15, 2008
In the third annual National Retail Federation Foundation/American Express Customer Service Survey, Verizon Wireless was named one of the top customer service retailers in the nation. The survey was designed to gauge consumer attitudes towards’ retailers customers service and to provide a listing of the top customer service retailers by asking consumers the open-ended question, “Which retailer delivers the best customer service?” Verizon Wireless was the only wireless carrier on the list.
The Customer Respect Group, November 5, 2007Industry Leading Customer Treatment
The Customer Respect Group has recognized Verizon Wireless for outstanding online customer support in its Q4 2007 Telecommunications Customer Respect Study. The research firm said Verizon Wireless’ Web site performed high across all categories, including ease of use, communication and trust, as well as all sub-categories, including simplicity, attitude, responsiveness, principles, transparency and privacy.
J.D. Power and Associates, October 25, 2007
Verizon Wireless received the highest ranking in the 2007 J.D. Power and Associates Wireless Retail Sales Satisfaction Performance StudySM – Volume 2 among national wireless carriers and retailers. The study looked at store display, store facility, and price/promotion categories. The J.D. Power and Associates study is based on interviews with customers who purchased a service plan or wireless phone in a carrier-owned store or national retail outlet between March and July, 2007. The score is based on the store’s performance in four retail factors in which Verizon Wireless scored above the industry average: sales staff, store display, store facility, and price/promotion.
Vocal Laboratories, October 23, 2007
Verizon Wireless took the top slot in the Vocal Laboratories 16th quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies, earning a “B” in Caller Satisfaction and a “B” for Call Completion. The study covered the three months ending September 30, 2007. http://www.vocalabs.com/about/pr52.html
WirelessWeek, October 8, 2007
WirelessWeek reported that “The carrier last week announced it was taking the step aimed at offering consumers the ‘most customer friendly’ experience in wireless. New and existing customers can change their voice and data calling plans without changing the end date of their contract.” According to the article, “Verizon Wireless has a history of breaking with the industry on some hot-button issues. It was the first to offer pro-rated early termination fees, refused to participate in a cell phone directory and came out in support of local number portability.”
J.D. Power and Associates, September 6, 2007
Verizon Wireless received highest honors in four of the six U.S. regions (one in a tie), according to Volume 2 of the J.D. Power and Associates 2007 Wireless Call Quality Performance StudySM. The J.D. Power and Associates Wireless Call Quality Performance Study employs a call quality index based on seven criteria that impact overall carrier performance. The wireless users surveyed were asked about their experiences with dropped calls, static/interference, failed connection on the first try, voice distortion, echoes, no immediate voice mail notification, and no immediate text message notification.
Vocal Laboratories, July 20, 2007
Verizon Wireless earned high marks in overall Customer Satisfaction and Call Completion, according to Vocal Laboratories’ 15th quarterly SectorPulse study on the quality of customer service among the largest wireless phone companies. VocaLabs' SectorPulse reports compare the customer service quality for different companies in the same industry, using survey data and call statistics from the companies' customers. http://www.vocalabs.com/about/pr50.html
Brandweek, April 30, 2007
For the third consecutive year, Verizon Wireless was recognized by Brandweek magazine in its 2007 Brand Keys Customer Loyalty Index®. Of the 24,000 customers interviewed by Brand Keys, Verizon Wireless best met or exceeded customer expectations of the “ideal” brand, among all other brands measured in the wireless phone service category.
ACSI, May 15, 2007
For the fourth consecutive year, Verizon Wireless topped the American Customer Satisfaction Index (ACSI) survey, scoring significantly above the industry average and higher than every other measured wireless company. A powerful economic indicator, ACSI tracks trends in customer satisfaction and provides valuable benchmarking insights of the consumer economy for companies, industry trade associations, and government agencies.
The Customer Respect Group, March 5, 2007Verizon Wireless Web Site Is User-Friendly
The Verizon Wireless Web site was ranked among the highest in the nation for “ease of use; communication; how well the company responded to specific questions through one-on-one communication; and trust,” according to the First Quarter 2007 Online Customer Respect Study of the Telecommunications Industry, conducted by The Customer Respect Group.
Strategy Analytics, October 17, 2006Highest Satisfaction for Handset Support
According to the latest Strategy Analytics Customer Support Satisfaction Index, Verizon Wireless customers report the highest level of satisfaction with every aspect of their contact including customer support, question resolution, and helpfulness of the customer support representatives. Verizon Wireless consistently earned high marks in the Index and outranked all other U.S. wireless carriers included in the study.
J.D. Power and Associates, October 4, 2006Measuring Customer Satisfaction
Verizon Wireless ranked above the industry average in overall customer satisfaction according to Volume 2 of the J.D. Power and Associates 2006 Wireless Regional Customer Satisfaction Index StudySM. The study measured satisfaction based on six key factors that impact overall wireless carrier performance: call performance and reliability, customer service, service plan options, brand image, cost of service and billing.
“Highest Overall Satisfaction Among Wireless Telephone Users In Northeast Region in a Tie, Mid-Atlantic Region in a Tie, Southeast Region in a Tie, North Central Region in a Tie.”
The Keynote Service Level Rankings Study, September 14, 2006Most Reliable and Responsive Web Site
The Verizon Wireless Web Site was recognized by Keynote Systems in its 2006 Keynote Service Level Rankings Study of wireless Web sites for its industry leading reliability and responsiveness. Top honors were awarded to www.verizonwireless.com in terms of responsiveness, an indication of how fast the sites were in downloading pages and executing transactions, and in reliability, an indication of whether or not the sites were highly available and experienced little or no downtime.
Brandweek, May 24, 2006
For the second consecutive year, Verizon Wireless was recognized by Brandweek magazine in its 2006 Brand Keys Customer Loyalty Index®. Of the 20,000 customers interviewed by Brand Keys, Verizon Wireless best met or exceeded customer expectations of the “ideal” brand, among all other brands measured in the wireless phone service category.
J.D. Power and Associates, May 17, 2006
Verizon Wireless ranked highest in the second annual J.D. Power and Associates 2006 Business Wireless Customer Satisfaction StudySM. The study surveyed 2,725 businesses regarding overall customer satisfaction. Verizon Wireless ranked higher than other wireless carriers in call quality, performance and reliability and brand image.
Wireless Week, April 17, 2005
Wireless Week reporter Sue Marek remarked on Verizon Wireless' popular "Can You Hear Me Now" commercials saying, "You can see that the commercials have really resonated with consumers, it's really paid off for them in a big way. They also absolutely have improved their customer service over the past year or so."