Verizon Wireless tops the chart for the second consecutive time
Verizon Wireless, which owns and operates the largest mobile telecommunications network in the United States, ranks highest in the study with an index score of 753 (on a 1,000-point scale), 14 points higher than the industry average of 739. Much of this can be attributed to Verizon's ability to identify customer problems quickly and resolve them efficiently during phone calls and in-person visits to retail locations. Following closely with an index score of 752 is T-Mobile, which has demonstrated proficiency in efficiently channeling calls through its ARS system to a live customer service representative. Wireless carriers AT&T (733) and Sprint Nextel (721) rank third and fourth, respectively.

New patterns emerging among wireless consumers
The study also highlights several new trends possibly attributed to consumer familiarity with wireless technology, changing financial conditions and proactive customer service activities. Overall, there has been a 3-percent decrease in customer contact volume with their wireless carrier, with AT&T and Verizon leading the improvement. In addition, wireless customers with more sophisticated "smartphones" do not rate their carriers' customer care performance significantly lower than those with more traditional-and less complicated-phones. Unfortunately, the study suggests that the downturn in the economy has increased customer credit issues, such as overdue balances and credit extensions, by 50 percent. Additionally, wireless carriers have embraced technology that alerts customers to potential issues with their accounts-through calls or text messages-before they spiral out of control. The study shows these methods are very effective, as those surveyed rated their carriers an average of 13 points higher than those who were not alerted by their wireless carrier.

About the study
The 2010 Wireless Customer Care Performance Study-Volume 1 is based on responses from more than 9,500 wireless customers who contacted their carrier's customer care department within the past six months. The study was fielded from July through December 2009.

For More Information:

• View Wireless Customer Care Ratings
• View Other Telecom Ratings
• Read more Telecom Articles
• Read the 2010 Wireless Customer Care Performance Study-Volume 1 Press Release
• Follow JDPower.com on Twitter