Survey says Verizon Wireless customers are most satisfied
May 20, 2009
For the sixth consecutive year, Verizon Wireless customers reported the highest level of satisfaction with their wireless carrier, according to the American Customer Satisfaction Index (ACSI) survey, released today.
The wireless industry overall received its highest marks for customer satisfaction ever, with Verizon Wireless taking the top spot. Verizon Wireless scored above the industry average, scoring 3 percent higher than last year to continue its lead over the other national wireless companies included in this year's study, Verizon announced.
The ACSI survey, produced by the Stephen M. Ross Business School at the University of Michigan, in partnership with the American Society for Quality (ASQ) and the international consulting firm CFI Group, measures customer loyalty based on company retention and churn (turnover) rates, published in quarterly earnings reports by the largest wireless carriers.
For the past 18 quarters, Verizon Wireless has led the wireless industry in customer loyalty based on lowest churn rates, Verizon said.
In the first quarter of 2009, Verizon Wireless posted an industry-low churn rate of 1.47 percent.
Verizon Wireless said it operates the nation's largest wireless voice and data network, serving more than 86.6 million customers.
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