'Unlimited plan' customers have highest customer satisfaction, J.D. Power reports: VZW, T-Mo top customer care survey

Verizon Wireless is the top service provider in customer care, according to a new study from J.D. Power and Associates. The nation’s largest provider scored 753 points in the semi-annual survey. T-Mobile USA Inc. followed a close second, only one point behind at 752. The two carriers usually lead the customer care survey.
Both AT&T Mobility (with a score of 733) and Sprint Nextel Corp. (with a score of 721) posted scores below the industry average of 739.
In general, consumers rated the customer service experiences 13 points higher than they did six months ago, the last time the survey was conducted. Interestingly, J.D. Power found that customers who pay more – those with extended warranties and unlimited plans – are the happiest with their customer service. Likewise, smartphone users are no more likely to have complex customer service issues with their devices, despite the increased complexity of the devices. “Additional plan options not only increase overall satisfaction by offering customers access to newer features, but they may also reduce the number and severity of problems customers experience that require contacting the carrier,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates.
“Unfortunately, the study suggests that the downturn in the economy has increased customer credit issues, such as overdue balances and credit extensions, by 50%,” the company found. “Additionally, wireless carriers have embraced technology that alerts customers to potential issues with their accounts—through calls or text messages—before they spiral out of control. The study shows these methods are very effective, as those surveyed rated their carriers an average of 13 points higher than those who were not alerted by their wireless carrier.”
J.D. Power surveyed more than 9,500 for the report.