The Paisley Group has ranked Verizon directory assistance service as the best among major 411 providers, according to the group's fall 2010 evaluation of directory assistance services. Verizon had top scores in customer fulfillment, which includes the accuracy and details for listings requests, and in customer care, which evaluates customer satisfaction with the 411-call experience.
"The Paisley Group ranking is a testament to our thousands of directory assistance operators who answer calls daily for mobile, residential and business customers," said Verizon LiveSource President Pedro Correa. "They work hard, are focused on exceeding customer expectations and deliver exceptional service."
The Paisley Group conducts twice yearly audits of directory assistance providers, using standard statistical sampling techniques to offer comparative measurements in its performance index. Customer service and fulfillment were reviewed for multiple customer segments based on 300 completed 411 calls.
Those segments include residential customers, large-business and government users, and mobile telephone subscribers. In addition, automated response calls were evaluated as part of the process. Verizon met or exceeded industry standards in all categories reviewed, resulting in the No. 1 ranking in the Paisley Index.
Verizon LiveSource is an innovator in directory assistance with its 1-800-THE-INFO free nationwide business listings and Visual 411 on Verizon FiOS TV. More information about these and other Verizon directory assistance services is available here.
Verizon Communications Inc. (NYSE, NASDAQ:VZ), headquartered in New York, is a global leader in delivering broadband and other wireless and wireline communications services to mass market, business, government and wholesale customers. Verizon Wireless operates America's most reliable wireless network, serving more than 93 million customers nationwide. Verizon also provides converged communications, information and entertainment services over America's most advanced fiber-optic network, and delivers innovative, seamless business solutions to customers around the world. A Dow 30 company, Verizon employs a diverse workforce of more than 195,000 and last year generated consolidated revenues of more than $107 billion. For more information, visit www.verizon.com.