Wireless customers who subscribe to an unlimited data plan to access the Internet and other connections are considerably more satisfied with their carrier's service than are those who use a tiered service plan, according to two recently released studies: the J.D. Power and Associates 2012 U.S. Wireless Customer Care Full-Service Performance Study^SM--Volume 2 and the 2012 U.S. Wireless Customer Care Non-Contract Performance Study^SM--Volume 2. Overall satisfaction among customers who use an unlimited data plan averages 775 points (on a 1,000-point scale), compared with 748 points among those who subscribe to a tiered service plan.

This disparity in satisfaction scores may be partly attributable to the fact that customers who use a tiered plan tend to contact their wireless carrier more often, spend an average of a minute longer on hold for a customer service representative, and have a lower incidence of having their issues resolved in a manner that they consider timely. These issues often arise because tiered plans tend to be complex as to services offered, and due to the complexity of billing structure.

Of all full-service carriers, Verizon Wireless ranks highest, with an overall average score of 771. Among non-contract service carriers, Virgin Mobile ranks highest with a score of 750.

Other key findings include the following:

• Customer satisfaction is higher among those who use the carrier's online chat function to resolve a problem, compared with those who rely on the carrier's website, direct e-mail, or online user forums.
• Use of the carrier's management application leads to higher overall satisfaction scores.
• Timeliness in resolving problems and promptness in speaking with a service rep are two of the more problematic areas of performance.

These two studies are now in their 10th year of publication. Both studies are based on the experiences of current customers who contacted their carrier's customer care department within the past 6 months, and both were fielded from January through June 2012.