J.D. Power Announces US Carrier Customer Satisfaction Rankings

Today JD Power and Associates, a global marketing information firm that claims to conduct independent and unbiased surveys of customer satisfaction, released results from its most recent study. The 2007 US Wireless Regional Customer Satisfaction Index Study - Volume 1 measures service-related elements that effect overall subscriber satisfaction. The six leading factors used for ranking are call performance and reliability, brand image, cost of service, service plan options, billing, and customer service. Wireless carriers are then ranked across six regions of the United States.

Study results show that customers now rate call performance and reliability at the top of their lists, while overall customer service has become less of a concern. "It's no surprise that more carriers now advertise the importance of a reliable network as they try to differentiate themselves from the competition," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "Wireless network quality is key in distinguishing carriers that meet and exceed the service expectations of their customers from those that do not."

For the fifth straight study, T-Mobile ranks highest when it comes to customer satisfaction in all six regions of the US (including 3 ties), providing outstanding results particularly in customer care, cost of service, and billing. Verizon Wireless is tied for first in three of the six regions.

Study results by region are:

• Northeast: T-Mobile
• Mid-Atlantic: T-Mobile and Verizon Wireless (tie)
• Southeast Region: Alltel, T-Mobile, and Verizon Wireless (tie)
• North Central Region: AT&T, T-Mobile, US Cellular, and Verizon Wireless (tie)
• Southwest Region: T-Mobile
• West Region: T-Mobile

Volume 1 of the 2007 Wireless Customer Care Performance Study is based on responses from almost 25,500 wireless customers. Respondents were surveyed in September of 2006 and January 2007.