Thei Commitment to Service
Facts About Service
Facts About Service
The Story Behind the Network
The Numbers Behind the Story
Awards and Honors
Verizon News Center
Network Reliability
Verizon's network in 2007 connects more than one billion telephone calls each business day with over 99.9% reliability -- that averages to almost five calls made daily by every person in the U.S.
In 2006, Verizon's network flawlessly processed over 355 billion calls and transmitted trillions of bits of data.
All of Verizon's central office switching systems -- which form the core "intelligence" of our nationwide network -- have backup power in the form of batteries and diesel generators, allowing them to continue providing service to customers despite commercial power outages.
For example, during the 2003 widespread commercial power blackout, Verizon's backup power systems kept some 500 switching office switches across five states running, continuing to provide phone service to some 20 million customers despite the loss of power.
Also, during Hurricane Isabel in the fall of 2003, our backup power kept up to 200 switches running, continuing to provide local service to as many as 1.5 million customers despite the widespread loss of power.
Customer Service
Verizon is the industry leader in providing quality service that satisfies customers. Verizon finished first in the 2007 University of Michigan's American Customer Satisfaction Index (ACSI) survey of fixed landline customers. Verizon's 2007 ACSI score of 72 was a 4.3 percent improvement over the year before, and above the overall score of 70 for wireline telecommunications providers and cable TV companies, as well the overall cable industry score of 62.
Verizon has more than 128,000 employees dedicated to landline customer service: service technicians, call-center representatives and operators.
Verizon continually provides training for its employees, especially in the area of new technologies and new ways to help customers.
More than 80% of the orders placed online are activated automatically, saving time for customers.
Network Investments
In 2006, Verizon invested about $10.2 billion in its wireline network.
More than 80% of Verizon's access lines are DSL-capable and more will be equipped by the end of 2007.
Verizon has now passed well over six million homes and small businesses in 16 states with its new fiber-to-the-home FiOS network, paving the way for industry leading FiOS Internet service and FiOS TV service.
