Customer Satisfaction Study Results Help You Compare Carriers

To help consumers compare wireless carrier services, we show the results of two customer survey studies by J.D. Power and Associates and Consumers Union.

J.D. Power and Associates 2009 Wireless Call Quality Performance Study-Volume 2

According to the J.D. Power and Associates 2009 Wireless Call Quality Performance StudySMSM-Volum2 released in August 2009, call quality performance has improved as the wireless services industry continues to invest in network upgrades and more advanced technology.

Carriers are ranked across six regions in the United States: Northeast, Mid-Atlantic, Southeast, North Central, Southwest and West.

Verizon Wireless ranks highest in the Northeast, Mid-Atlantic, Southeast and Southwest regions in wireless call quality performance. Verizon performs particularly well with regard to limiting dropped calls, failed initial connections, and late or failed text and voice messages.

In a tie, Verizon Wireless, Alltel and T-Mobile rank highest in the West region. T-Mobile performs particularly well in reducing the number of problems with echoes and distortion, while Alltel performs particularly well in limiting the number of problems associated with late or failed messages.

In the North Central region, U.S. Cellular ranks highest for an eighth consecutive reporting period. Compared with the regional average, U.S. Cellular has fewer customer-reported problems with initial connections, static or interference, and late or failed voice message notification.

The 2009 Wireless Call Quality Performance Study-Volume 2 is based on responses from 25,512 wireless customers. The study was fielded between January and June 2009.

2009 J.D. Power and Associates' Highest Customer Satisfaction Award Recipients:

Regions* Carrier Ranking in Highest Satisfaction (2006 Award Recipients) Northeast Verizon Wireless Mid-Atlantic Verizon Wireless Southeast Verizon Wireless Southwest Verizon Wireless North Central U.S. Cellular West Alltel (tie) T-Mobile (tie) Verizon Wireless (tie)

source: J.D. Power and Associates

* Regions
• Northeast Region includes: Connecticut, Maine, Massachusetts, New Hampshire, New York, Rhode Island and Vermont.
• Mid-Atlantic Region includes: Delaware, District of Columbia, Maryland, New Jersey, Pennsylvania, Virginia and West Virginia.
• Southeast Region includes: Alabama, Florida, Georgia, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina and Tennessee.
• North Central Region includes: Illinois, Indiana, Michigan, Ohio and Wisconsin.
• Southwest Region includes: Arkansas, Kansas, Missouri, Oklahoma and Texas.
• West Region includes: Arizona, California, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, Utah, South Dakota, Washington and Wyoming.

2009 Wireless Customer Care Performance Study Results

Alltel, T-Mobile, and Verizon Wireless rank highest, in a tie, each for wireless-customer-care performance by J.D. Power and Associates. The 2009 Wireless Customer Care Performance Study-Volume 2 is based on responses from more than 12,000 wireless customers.

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Consumers Union's Survey Results

Consumer Reports’ Annual Cell Phone Survey published in the January 2009 issue shows cell-phone service has become significantly better. Contract terms for cell-phone service are less onerous, and there were fewer problems with call quality in this year's survey. Cellular satisfaction had previously been among the worst services, now it is closer to the average.

Verizon Wireless Tops Ratings.

The Consumer Reports National Research Center surveyed 51,700 readers in 23 cities to
determine customer satisfaction with cell-phone service providers.

Verizon Wireless is a standout cell-phone carrier for most people, based on the best cell phone service survey of readers in 23 cities. The company received high marks from survey respondents in overall satisfaction and customer service, and service is available in most of the country.

Alltel also stood out in areas where it was rated. Additionally, T-Mobile was statistically on par with the top carriers in almost two-thirds of the cities where it was rated.

Sixty percent of readers were completely or very satisfied with their service. That appears to be a substantial improvement over last year..

Consumer Report's 2006 Consumer Ratings