Verizon Ranked # 1 by High-Volume Long-Distance Callers In J.D. Power and Associates Study
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NEW YORK -- Verizon Long Distance ranks highest in customer satisfaction among consumers who spend more than $50 per month on long-distance calls, according to the annual J.D. Power and Associates Residential Long Distance Customer Satisfaction Study* released today.
In addition, Verizon was the only long-distance company whose customer satisfaction score increased over last year among high-volume long-distance callers.
Verizon, which is the nation's fourth largest long-distance company, placed first in customer satisfaction among the long-distance companies that were tracked in the study.
Verizon has 8.2 million long-distance customers in 44 states and now offers long distance to 80 percent of its local phone customers across the country.
The study indicated that Verizon customers were particularly pleased with the variety of services offered and discounts for providing services on one bill.
"It's great to get the top grade in the class, and this report card shows that the toughest customers, those who spend the most, know that Verizon delivers," said Jill Wagner, Verizon vice president for the retail markets group. "Of course, long distance is a tough, competitive business, so we see this as a challenge to stay on top and to do even better for our customers."
The J.D. Power and Associates study asked high-volume long-distance consumers questions about six areas: cost of service, image, billing, performance, reliability, customer service, and offers/promotions. Based on the responses to questions in those areas, J.D. Power and Associates assigns an overall numerical score. For the most recent study, Verizon received an overall score of 104. The average score among long-distance companies was 99.
Among consumers who spend less than $50 per month on long distance, Verizon finished third out of 13 long-distance companies used by consumers participating in the survey. Verizon's overall score was 107, well above the industry average of 100. With those results, Verizon received the highest score of the four largest long-distance companies in the low-volume survey.
"When Verizon enters a new market, customers quickly turn to us for long distance," said Wagner. "This study shows one of the key reasons why -- customers appreciate Verizon long-distance service."
Verizon currently has long-distance applications for Delaware and New Hampshire pending at the Federal Communications Commission, and rulings are expected in late September. The company plans to file federal applications later this year for permission to offer long-distance service in Virginia, West Virginia, Maryland and Washington, D.C., the company's remaining jurisdictions.
The J.D. Power and Associates study is based on responses from nearly 11,500 households.
Verizon Communications (NYSE:VZ) is one of the world's leading providers of communications services. Verizon companies are the largest providers of wireline and wireless communications in the United States, with 133.8 million access line equivalents and approximately 29.6 million wireless customers. Verizon is also the largest directory publisher in the world. With more than $67 billion in annual revenues and nearly 248,000 employees, Verizon's global presence extends to more than 40 countries in the Americas, Europe, Asia and the Pacific. For more information on Verizon, visit www.verizon.com.
*Service mark of J.D. Power and Associates