M:Metrics Finds Verizon Wireless Leads The Industry In Customer Satisfaction And Loyalty

BASKING RIDGE, NJ — Verizon Wireless customers are the most loyal and the most likely to recommend the company to their friends, according to the most recent wireless industry study by M:Metrics, the private, third-party mobile media research firm.

M:Metrics surveyed more than 30,000 wireless customers from November 2007 through January 2008 about their overall satisfaction with their existing wireless service and found that among the nation's largest wireless carriers:

  • Verizon Wireless customers are most satisfied with their existing service

  • Verizon Wireless customers are most likely to recommend the operator to a friend

  • Verizon Wireless customers are least likely to switch operators

*See results comparison at the end of the release

"Our research results align with publicly disclosed numbers for operator churn," said Seamus McAteer, senior analyst, M:Metrics. "Verizon Wireless has consistently performed very well in this metric, and customer perceptions of satisfaction have been very stable overall during the past year in a highly dynamic market."

"Our number one goal at Verizon Wireless is to create a positive experience for our customers, whether they are making a call, talking to our customer service representatives or shopping in our retail stores, and we are pleased that the M:Metrics survey has found that we are achieving this goal," said Jack Plating, executive vice president and chief operating officer, Verizon Wireless. "We will keep working everyday to give our customers even more reasons to choose Verizon Wireless, stay with us and recommend us to others."

Verizon Wireless consistently ranks at the top and/or above the industry average in third-party comparisons of the major national wireless carriers. The company also has had the lowest customer turnover rate and led the industry in customer loyalty for 13 straight quarters. Verizon Wireless recently enhanced its customer-friendly policies to make it even easier to do business with the company and to further promote customer loyalty. In February, Verizon Wireless introduced new account management features that allow customers to combine accounts and share minutes on Family and Business Share plans anywhere in its national footprint. The company also recently enhanced its Worry Free Guarantee® to allow new and existing customers to change calling plans without requiring contract extensions.

For more information about Verizon Wireless products and services, visit a Verizon Wireless Communications Store, call 1-800-2 JOIN IN or visit www.verizonwireless.com.  

*M:Metrics Operator Segment Report Results

Will Not Switch Providers Verizon Wireless — 86%Carrier A — 79%Carrier B — 73%Carrier C — 76%

Satisfaction With Current Provider (Defined as 8-10 on a 10 point scale) Verizon Wireless — 74%Carrier A — 63%Carrier B — 53%Carrier C — 66%

Would Recommend Operator to Friends (Defined as 8-10 on a 10 point scale)Verizon Wireless — 73%Carrier A — 60%Carrier B — 48%Carrier C — 63%

About M:MetricsM:Metrics is the mobile media authority. As the only research firm to measure the audience for mobile media, M:Metrics provides the most accurate metrics on actual mobile content consumption by applying trusted media measurement methodologies to the mobile market. M:Metrics' monthly syndicated data service gives clients the critical insights and intelligence required to inform smart business strategies and the competitive benchmarks needed to evaluate the performance of competitors and partners. M:Metrics is a private, venture-funded corporation headquartered in Seattle, with offices in San Francisco and London.

About M:Metrics DataBased on continually refreshed samples of nationally representative mobile phone consumers, M:Metrics reports summarise market size, device reach, and key demographic and mobile phone usage characteristics.

The data presented here is drawn from an extensive survey questionnaire that collects specific device model and carrier subscription information from each month's sample of mobile phone subscribers, and also drills down into specific details related to current and past usage of various mobile phone applications and content. Data collected from each sample are statistically balanced and projected to the total national population of mobile phone subscribers.

Authorized Uses Members of the press may cite research data or a portion of text provided that each is sourced to M:Metrics, for example, "Source: M:Metrics, Inc." or "According to M:Metrics, . . .". Copies of graphs, data tables or slides must include the following copyright notice affixed to all material: "Copyright © 2008, M:Metrics, Inc."

About Verizon WirelessVerizon Wireless operates the nation's most reliable wireless voice and data network, serving 65.7 million customers. Headquartered in Basking Ridge, N.J., with 69,000 employees nationwide, Verizon Wireless is a joint venture of Verizon Communications (NYSE: VZ) and Vodafone (NYSE and LSE: VOD). For more information, go to: www.verizonwireless.com. To preview and request broadcast-quality video footage and high-resolution stills of Verizon Wireless operations, log on to the Verizon Wireless Multimedia Library at www.verizonwireless.com/multimedia.