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NEW YORK -- Local phone service provided by Verizon is better than that provided by much of the industry and it continues to get better, according to consumers surveyed in the annual American Customer Satisfaction Index conducted by the University of Michigan.
In results released today, Verizon was tied with Qwest for the top spot in the fixed line telephone service industry -- improving its score over last year by 4.3 percent, more than any other company in the industry sector. On a scale of 0-100, Verizon earned a 72, up from 69 last year and above the industry average of 70.
Verizon also bested the scores of the cable TV companies that appeared in the study as providing local phone service.
"Providing the best customer experience is one of our primary and strategic goals in this very competitive marketplace, so it's rewarding to see that more and more of our customers are saying they are satisfied," said Fran Picone, Verizon executive director-performance assurance. "We believe that our highly skilled workforce and ongoing investment in our nationwide network are giving customers what they want: a highly reliable, quality product.
"We are continually working to provide even better service and to introduce new products and services that meet our customers' needs."
Verizon continues to invest in its nationwide wireline network to maintain and enhance reliability and quality. Last year, Verizon invested over $10 billion in its network. This investment includes new, advanced switching systems and ongoing upgrades to the company's copper and fiber-optic networks. In addition, Verizon is the only major telecom company building fiber optics all the way to customers' homes on a mass scale. Verizon offers its industry-leading FiOS Internet and FiOS TV products over that fiber network.
Verizon also continually measures customer satisfaction by asking a market research firm to conduct 40,000 customer interviews monthly. In the largest group of customers surveyed -- those who recently bought a new line or service -- over 93 percent say they were either satisfied or rate the product and the experience as "very good" or "outstanding." Further, over 76 percent of that group regularly gives the company the two highest grades: very good and outstanding.
Also, for the fourth year in a row, Verizon Wireless finished on top of the ACSI wireless study. Verizon Wireless is the nation's wireless leader in customer loyalty, based on company retention and turnover rates published by the largest wireless carriers.
The ACSI is produced by the Stephen M. Ross Business School at the University of Michigan, in partnership with the American Society for Quality (ASQ).
Verizon Communications Inc. (NYSE:VZ), headquartered in New York, is a leader in delivering broadband and other wireline and wireless communication innovations to mass market, business, government and wholesale customers. Verizon Wireless operates America's most reliable wireless network, serving 60.7 million customers nationwide. Verizon's Wireline operations include Verizon Business, which delivers innovative and seamless business solutions to customers around the world, and Verizon Telecom, which brings customers the benefits of converged communications, information and entertainment services over the nation's most advanced fiber-optic network. A Dow 30 company, Verizon has a diverse workforce of more than 238,000 and last year generated consolidated operating revenues of more than $88 billion. For more information, visit www.verizon.com.
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