Personally I can deal with some technical glitches since I know what it takes to make technology work, however, the quickest way to have me all over your case is messing with my money, or attempting to charge me for something I never got or wanted in the first place.
I concur. Furthermore I'd really like to see a demographic / usage sampling of those customers who were "very satisfied" with Verizon service. I had Verizon service for years and years. And I was quite satisfied with it -- for what I used of it, which was pretty much voice and SMS only.
I have switched to AT&T in order to get an iPhone. During the transition I noticed a couple of things. First of all, I think Verizon seems to target specifically towards those customers who use their mobile devices mostly AS A PHONE, not as a data / music / internet device. Their data services (from what I could tell of them) mostly sucked. Their web service was crappy, and they tend to cripple their devices to only use some horrible brand of proprietary shovelware they stick on there. If you don't believe me, try using their .mp3 service. I did, once, and never tried it again. When I had Verizon, I only ever used basic cheap phones, and I used them for voice / txt messaging ONLY. And they are extremely good for voice/SMS and this alone. Their coverage is truly unbeatable, so long as all you want to do is talk or txt. They don't really do the "smartphone" thing all that well is my impression.
The company I work for also uses Verizon (mfg. industry). I've noticed this same pattern / trend of usage in all my colleagues. They use the phones for voice/SMS only.
I do not have a company mobile so when my Verizon contract lapsed in October, I did a lot of research. Then I started dating a guy with an iPhone, got a chance to actually hold/handle/use one as it was supposed to be used, and within a week I was sold. I got rid of my Verizon RAZR (and I have used and loved Motorola devices my entire adult life) and sprung for my own iPhone.
The difference is astonishing. It has entirely changed the way I use my mobile device. I only used seven minutes of talk time on my bill last month (I do tend to SMS a fair bit, wish AT&T had a little better package rates but oh, well). However, my data use was HUGE. The unlimited dataplan is really where this thing shines. People who think this is "just a cell phone" or think they can compare apples to apples (heh) by showing bare statistics of Verizon vs. AT&T are missing the point. the iPhone is NOT a phone. It's a small handheld computer. There's a vast difference. Sure ok people complain about dropping from 3G to EDGE but even EDGE is far faster than the old x86 PCs I used to run dialup on (god does anyone here even remember CompuServe? :P) I've had exactly one call drop in six months, and it seems AT&T is really working to build up their network reliability -- something Verizon has been doing for almost a decade now. Give them time to connect up the infrastructure and then get back to me in 18 months and let's see how the coverage issue blends.
My boss HATES his (Verizon) blackberry and has had nothing but trouble with it. Last week while on business travel we both wound up using my iPhone for all sorts of stuff like finding the hotel, places to eat, taxi service, doing conversions, or just pulling up an article in an industry mag that featured our company to show the site president at dinner. He even passed some stuff through my webmail to my iPhone so we could access them because his BB wasn't synching properly.
So long digression but I think the whole "customer satisfaction" statistic leaves out some key stuff there. AT&T has been way more helpful in the realm of customer service and responsiveness when I emailed them or wanted information. Verizon was a nightmare to deal with in that regard. They're only good so long as you pay your monthly bill and just use your phone to talk on.