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Verizon Leads Industry in Customer Loyalty for 9th Consecutive Quarter

For the 9th consecutive quarter, Verizon leads the industry in customer loyalty. According to postpaid “churn” numbers, no other U.S. carrier kept customers any better than Big Red.

Can’t say I’m surprised by this news. After all, Verizon does have the largest 4G LTE network in the land, one that is expanding almost exponentially these days. They also still have one of the largest 3G networks around and customer care that is rivaled by few. While we tend to offer up our salty opinions on their new fees, Share Everything plans, and elmination of some of our favorite programs, it’s hard to argue with the phone lineup, coverage, and overall quality of Verizon’s service package.

For those new to the word “churn,” think of it as the percentage of customers who leave carriers in a given period. 

VERIZON WIRELESS TOPS INDUSTRY IN CUSTOMER LOYALTY 

BASKING RIDGE, N.J. – For the ninth consecutive quarter, Verizon Wireless leads the industry in customer loyalty among U.S. wireless customers with postpaid contracts.  With postpaid churn (turnover) of 0.84 percent, the company reported the lowest customer churn rate of any of the nation’s major wireless providers in the second quarter of 2012. Churn is a critical measure of customer loyalty, representing the percentage of customers who leave their wireless providers in a given period.  Postpaid contract customers represent the largest customer base for the major wireless companies; Verizon Wireless reported 88.8 million retail postpaid customers out of a total of 94.2 million retail customers in the second quarter of 2012, which ended June 30.  Second-quarter financial performance announcements by the nation’s major wireless companies – the latest was released today – included the following postpaid customer churn rates, based on averages for the quarter:

Carrier

Retail Postpaid Churn

Verizon Wireless

0.84%

Carrier X

0.97%

Carrier Y

1.79%

Carrier Z

2.10%

Verizon Wireless leads the way with the nation’s largest 4G LTE network, covering nearly 75 percent of the U.S. population; an extensive lineup of 4G LTE-enabled devices, such as the Samsung Galaxy S® III andDROID INCREDIBLE 4G LTE by HTC; as well as HomeFusion Broadband℠, which provides high-speed, in-home Internet access via the company’s 4G LTE network.  Additionally, customers can learn the ins and outs of their favorite wireless devices by taking advantage of free Wireless Workshops, offered in-store and online, as part of Verizon Wireless’ award-winning customer care. Verizon Wireless has invested more than $70 billion since it was formed – more than $6 billion on average every year – to increase coverage and capacity of its premier nationwide network and to add new services. For more information on Verizon Wireless products and services, go to www.verizonwireless.com, call 1-800-2 JOIN IN or visit a Verizon Wireless Communications Store.

About Verizon Wireless Verizon Wireless operates the nation’s largest 4G LTE network and largest, most reliable 3G network. The company serves 94.2 million retail customers, including 88.8 million retail postpaid customers.  Headquartered in Basking Ridge, N.J., with 78,000 employees nationwide, Verizon Wireless is a joint venture of Verizon Communications (NYSE, NASDAQ: VZ) and Vodafone (LSE, NASDAQ: VOD).  For more information, visit 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.

  • Peter Kiryluk

    Thats why there is wonder of a company like Metro, which is getting bigger and bigger, and people forget its there, for 60$ unlimited everything , so can any of the North East Giant screw you companies beat them no they cant, and they know it. You buy your phone and get Metro, one low bill for everything. Customer Service is the best as well, locations everywhere. No stupid contracts. I hate contracts, nothing today Needs a contract but unless people learn that buying the phone its self gives you more leverage, they will be stuck with crap. Thats right I only pay 60$ for unlimited data, 3G fun fun, everyone else pays over 100+ $ for the same thing because they dont want to spend the money for the phone. Just want to pay 5 times more for it with a contract.

  • sonicyoof

    Yeah, I’m scared to leave since I’ll never get unlimited data back if I do.

  • PhillipCun

    I’m sure most of our relationship with Verizon is love and hate. I cannot deny that they do have the BEST coverage and the FASTEST LTE. Although some may think their customer service is lacking, out of ALL the carriers, they have the best.

    I hate that they are crippling the GNEX and that LTE radios chew up battery life, but one thing is for certain. My phone simply WORKS and it works even in situations where TMO and AT&T don’t. I like my phone to work and I have unlimited 4G still, which is why I choose to stay with Verizon.

    Plus a $24 1500 unlimited everything plan from when I used to work at Verizon is more than enough reason to stay with Verizon :]

  • Benjamin Clay

    Not sure if its loyalty or lack of anywhere else to go. AT&T sucks in my area. Sprint has its ups/downs in my area. I don’t know enough about TMobile to move there and risk losing my unlimited data plan if I have to leave it and move back to vzw.

  • GawkerRedesignSucks

    It’s pretty easy to keep people loyal when you impose a $350 early termination fee.

    • tomn1ce

      I paid sprint termination fee about 6.5 years ago for a nextel and went to verizon. Back then the termination fee was about $175 and my income was not at the level where it is now but, I couldn’t have lived with my self paying another month for sprint lousy service especially after they denied my insurance claim. It was either pay full price for a new phone on sprint and stick around with their lousy service or get the Moto Razr on vzw for free. Sprint may had had nothing to do with denying the claim but I was already fed up with their service. Other then the price difference I have never looked back. VZW has way better service then sprint at least in my area and 4G on sprint is a joke compared to vzw LTE.

  • macawmatt

    I’m not loyal to Verizon, I just can’t go anywhere else and still get to use my old old Alltel plan, if that wasn’t the case I probably wouldn’t be with Verizon.

  • SolipsisticPsychologist

    Actually it’s quite easy to argue over the quality of their service package, because it’s severely lacking and pathetic! You might want to look up the word “objective” next time Verizon compensates you for doing a plug for them.

  • LiterofCola

    So much for some fanataic’s plot to leave Verizon in droves due to the shared data plans

  • Jimmymac

    Here is a true life account of verizon wireless…-I’ve had Verizon for 8 years now, mostly because they have the best coverage in the area I live in.
    -The shared plans really aren’t that bad, split with my gf who uses very little data, I actually save roughly $10 a month ( I could have kept my grandfathered unlimited, had I whined like a bitch)
    -The locked bootloaders are lame but not really a hindrance if you do your research.
    -Bloatware not a problem with a custom rom
    -Good phone selection (imo)

    what else could I ask for in a carrier? they are all scumbags with hidden fees and knock off retailers, but this is the lesser of the evils.

    • moozicmon

      Sorry, but by giving up your unlimited data you became their bitch. Just wait.

  • http://twitter.com/jdellingson7 Jon Ellingson

    Funny that tiered data came into play just in the same time frame as the fines they received for blocking tethering apps.

  • Hogasswild

    I finally cancelled Verizon after using them for six years. They used to be really good at customer service but it has gone downhill quick and well, their plans suck now. I’m on t-mobile paying literally half what I was paying for three lines with unlimited voice, text and data. Yes I get throttled after 5gb, but I rarely hit 3gb a month anyway.

  • nightscout13

    I’ve been with 4 other carriers before switching to Verizon in 2008, haven’t looked back since.

  • Cowboydroid

    I’m gone after my current contract with unlimited data is up. So they can subtract one from their numbers in about a year. They can also take their locked down device selection and restricted apps policy and shove it up their 4G hole.

    Bring on the Google Network!

  • wh1te_mag1c

    When my contract is up, I will seriously consider switching to another carrier. Two reasons:
    1) Ridiculous fees and prices

    2) I want my carrier to have GSM so I could travel to Europe and use a local SIM card

    I know that VZW has a great network, but that may not be enough to hold me forever. I’m sure that other carriers will catch up eventually with their 4G offerings.

    • http://phonecan.com Epik

      1) Ridiculous fees and prices abound throughout the business, good luck.
      2) In a year you won’t even be worried about that. LTE is backward compatible with GSM, so every carrier will “have GSM” pretty soon.

      • wh1te_mag1c

        1) Still, Verizon is one of the more expensive networks
        2) Do elaborate on this one. I was just in Europe with my CDMA Galaxy Nexus and I certainly didn’t have an option to put in a GSM Sim card in there (even if the phone uses an LTE sim card). I had to rely on my Motorola Z6C *World Edition* to serve as an actual phone abroad (as in, use a local GSM Sim card with it). Meanwhile, if I had the GSM-flavored Galaxy Nexus that AT&T carries, for example, I could have just used the Galaxy Nexus in Europe.. as a phone (in addition to an internet-browsing device).

      • capecodcarl

        Just because LTE is based on the same technology doesn’t mean it is compatible with the current networks. Verizon’s LTE phones can’t even roam to AT&T or Sprint’s LTE network much less use an older GSM network simply because they only support part of the 700 Mhz band whereas common GSM phones are usually 850 Mhz and 1900 MHz (AT&T) or 1700 Mhz and 2100 MHz (T-Mobile 3G).

        Since all the frequencies are different you can’t just buy a single unified phone that lets you hop between carriers unless it supports all of the frequency ranges. That is very rare and they’re usually labeled “world phones”.

        There are a few CDMA phones that have GSM radios in them as well but just aren’t active out of the box. For instance, the HTC Rezound supposedly supports world phone capability with custom ROMs. The CDMA Galaxy Nexus does not have the GSM radio though.

  • http://www.facebook.com/people/Chris-Robson/1317522018 Chris Robson

    They got me by the testicles with the coverage in my area and I still have unlimited only reason I’m “loyal”

  • http://www.advancedapps.blogspot.com/ Champion1229

    I’ve got a feeling that this will end within the next 2 years, mainly because by then, everyone with unlimited data will be wanting an upgrade but not wanting to give up their unlimited data and they will probably leave and find cheaper service at a different carrier.

    • tomn1ce

      I’m planning on keeping my unlimitted data at that time even if I have to pay full price for the device. I’ll just buy it somewhere else and not from vzw. I’ll still be paying less then someone with a 5GB with a share everything plan without the worries of going over. Paying full price for the device comes out to be cheaper then paying overage charges over a two year contract.

      • http://www.advancedapps.blogspot.com/ Champion1229

        I feel ya, currently using over 30GB a month on average, that would cost a small fortune on share everything! Currently no other carrier seems better because its give up good service but get unlimited everything for cheap through sprint, get nickel and dimed from AT&T or just pay $600 every two years for a new phone through Verizon. So far Verizon is winning.

  • John
  • sgtguthrie

    Ya, give it a year or two for all voice to go voip, and the amount of data we use continues to increase, then we’ll see what happens ;-) The average customer will be pissed when they realize the fast one Verizon pulled on them. Making “share everything” sound like it was good for the consumer… LIES!

    • PokerFaceMoose

      I think there will be widespread VoLTE before voip. Many consumers know little to nothing about voip.

      • sgtguthrie

        VoLTE is Voip (voice over Internet protocol)… It’s just specifying what type of data connection its over… LOL! It will still get charged against your data ;-)

  • 2Ceedz

    Pointless Post by kimir…no use for that… but VZW has about lost me with the tiered data and the new family screwu plan…oops, share plan i meant…along with the dismissal of unlimited data. And if you say something to them, they will fight tooth and nail to try to prove that they would b saving you money, even though it doesnt.
    For those like me who are extremely upset about this (and the $30 upgrade fees now), put your unlimeted devices on a sub account so you never have to switch the plans for them. Is what im doing…….VZW has me seeing red over their new ”practices” and ”services”.

    • 2Ceedz

      unlimited …i cant spell today

    • RadicalPie

      What advantage does this sub account give? I don’t understand

      • 2Ceedz

        You can upgrade your main account lines (and get forced into family share) while the phone(s) plan(s) on the subaccount do not get touched by the main accounts upgrades…..so you can keep your unlimited data device(s). Of course, if you only have 1 line, that is impossible.

  • Guestme

    That will change soon after the rapeage of the new share everything ripoff plans.

    • guest

      No it will not ATT is going to it and their plans are actually more money than Verizon plans. Its unfortunate but the way the wireless industry is moving these days

      • Cowboydroid

        There’s still Sprint…and they have unlimited data. And they are rolling out LTE. That’s where I’m headed when my contract is up.

        • http://www.facebook.com/people/Sonny-Causey/100000065395817 Sonny Causey

          Dude trust me….you don’t want to do that. Sprint is terrible. Yes you have unlimited data but it moves at a snails pace plus I’ve seen their LTE speeds & they’re less than impressive on a very new & UNsaturated network. Good luck with that because I guarantee you once they get they’re LTE network up & running they’ll do away with their unlimited data too.

          • Cowboydroid

            Their LTE isn’t widespread enough to judge. LTE is fast. There is no such thing as slow LTE.

            You can guarantee whatever you want, doesn’t make it likely to happen. Like I said, if Sprint still has unlimited data, it’s a no brainer, I’m ditching Verizon and their overpriced plans.

  • http://twitter.com/imnuts07 Mark

    Loyal Customers != Happy Customers

  • Bigsike

    And now they take away every ones data let’s see how it goes next month.

  • ed

    i’ve been with verizon since 1991. but within the past year or so, i’ve stuck around only because of the customer service and well true 4G LTE. everything else can eat dirt. i’d leave them in a heartbeat if another carrier can offer the same.

    • Noyfb

      My unlimited data with 4g and the Gnex is the only reason why Im with verizon. Their customer service is a joke and their ota update testing and push sucks. Like above, I’m a hosteage to their unlimited 4g network, if that ever goes I’ will escape this corporation that cares nothing for their customers except for their wallets.

      • InvaderDJ

        It will go with your next upgrade. If you want unlimited data on Verizon past whenever your contract ends you’re going to have to buy unsubsidized. Which I refuse to do for a CDMA network, paying $600 for a phone that can only be used on one network while still paying the same in monthly fees isn’t worth unlimited data.

        Hopefully Verizon changes that before my contract runs out or they make the Share Everything plans more intriguing, but as it stands now it doesn’t look good.

  • Tim242

    As a Sprint retail store rep, I proudly hold on to my Verizon Galaxy Nexus. Everybody in the store is always begging me to turn my LTE hot spot on. It’s hilarious. I pass up free service for Verizon’s service!

    • Alex Schechter

      Nice try VERIZON!

    • KleenDroid

      Is Sprint really that bad?

      • Tim242

        Data speeds, yes.

    • Diablo81588

      Awesome :P

  • http://twitter.com/TheNintendo64 Drew

    They have horrible customer service though. The only thing that keeps me there is the fastest and biggest 4G LTE network.

    • pappy53

      Horrible? What are you smoking? Best customer service in the business. Check the yearly surveys.

      • http://twitter.com/TheNintendo64 Drew

        Locking bootloaders, forcing me to deal with their bloatware, stuff like that. Maybe the average consumer is okay with it, and that’s why their “yearly surveys” are good. I don’t even know if they’re good, I’m just taking your word for it.

        • guy

          That’s not considered customer service.

          • http://twitter.com/TheNintendo64 Drew

            Than what is it?

          • http://twitter.com/TheNintendo64 Drew

            Then what do you consider it to be?

          • Drew is a hatin douche

            Lol… Allowing you the opportunity to brick your phone and dump it on them isn’t customer service, it’s a business practice. Take your hatred for them elsewhere. People tend to forget that the root community is probably 5-10% of their total Android subscribers.

          • Drew is a hatin douche

            And no one forces you to deal with their bloatware. There are other carriers with other phones in the world. Pick one and shut the f*ck up.

        • KOBALT

          Customer service implies how they deal with issues with their service or broken phones. You know what I mean. I agree with the locked bootloaders, etc.. but that’s corporate crap. I’ve been through 14 phones in the past 2 years with no questions asked. I even complained enough to get a completely different model phone that was better in specs. I hate VZW, but they do take care of their customers for the most part.

  • droidinmind

    I HATE Love Verizon for the past 14 years!!!

    • Art Holguin

      same here ive had them on my own line about the same time as you and on a parents line prior. unlimited data and 4g keep me here.

  • El_Big_CHRIS

    So…
    Verizon
    Sprint
    T-Mobile
    AT&T?

    • http://twitter.com/imnuts07 Mark

      I would say VZW, AT&T, T-Mo, and Sprint bringing up the rear.

      • Justin

        Size is VZW, ATT, Sprint, T-Mo, and I’m betting that’s how this survey actually looks too.

  • Speio

    Artificial.

  • http://www.youtube.com/kimirPORTALS kimir

    They are also leading the carrier wars with the most scumbags.

    • http://twitter.com/Zricon15 Nick Sarafolean

      True that.

      • Noyfb

        Customer loyalty, more like customer hostages