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Verizon Reports Another Strong Customer Loyalty Performance Metric

March 02, 2012

“Customer churn” is a phrase that represents the percentage of customers who leave their service providers within any given reporting period to look for services elsewhere. Verizon Wireless announced this week that it has the lowest customer churn rate of any wireless provider on the market, beating rivals AT&T, T-Mobile and Sprint.

Verizon also recently received recognition for the highest-ranked customer performance among the major wireless providers by the venerable J.D. Power and Associates. Verizon also topped an online survey of Consumer Reports subscribers. Sprint has also consistently finished near the top of the pack, with AT&T in last place for the second year in a row.

J.D. Power also noted that Verizon ranked highest in network quality in five regions across the United States. “This study is yet another acknowledgement of Verizon Wireless’ dedication to the overall customer experience, following the company’s recognition for having the ‘Highest Ranked Customer Service Performance among Full Service Wireless Providers’ by J.D. Power and Associates last month,” the company stated in a press release.

“Not only is Verizon Wireless leading the way as the nation’s largest 4G LTE and fastest 4G network, but the company is focused on staying ahead of customers’ needs, understanding that its network is the backbone of everything its customers do with their wireless devices.”

Fortune also named Verizon its top telecommunications company in its annual survey of America’s Most Admired Companies. Verizon has also managed to avoid much of the fallout of the recent customer outcry over data throttling, which placed AT&T on the losing end of a small claims court decision and forced AT&T to relent on its tight-fisted data throttling practices. Verizon throttles data over 5 GB, but only if the cell tower that the customer is using is congested at the time.

Verizon Wireless also recently updated their website to make it more customer-friendly. The site is easier to navigate, and customers are also reporting faster loading times for pages. More interactive content about products, including videos, gives customers more information before they purchase Verizon’s products or services. “The site has a new look, a new feel and new sections, all designed to give you everything you need, a whole lot easier and a whole lot faster,” says the new home page.

Edited by Rich Steeves