Verizon's Path to Redemption: Focusing on Customer Experience Over Metrics

Verizon is at a crossroads, facing growing customer dissatisfaction despite a recent uptick in new subscriber numbers. As the telecommunications giant aims for a 'customer-first' approach, a significant change in its internal practices is necessary. Today, we delve into the feedback from customers and potential employees, highlighting the overwhelming call for Verizon to abolish performance metrics that prioritize speed over quality service.

Your Choice for Change: Eliminate Performance Metrics

In a recent survey, Verizon's customers voiced a clear message: to truly enhance their service, the company must first eliminate the oppressive performance metrics that transform simple transactions into prolonged sales pitches. This feedback pinpointed a fundamental flaw within Verizon's operational model.

Why Removing Metrics is Better Than Other Solutions

Despite a rise in its numbers this year—with 55,000 postpaid phone net additions in the first quarter of 2026, marking the first positive first quarter since 2013—Verizon continues to face challenges in customer experience. Many prospective retail employees have expressed concerns regarding the pressure of multitiered performance metrics. Employees report dealing with over 20 targets, creating a daunting atmosphere that ultimately affects customer service.

Who Pays the Price?

Every Verizon customer bears the cost, both financially and in terms of time, when engaging with the store for upgrades or basic service needs. The emphasis on sales targets leads to long wait times and insufficient assistance—a situation that no customer should accept.

The Need for Real Change

Verizon's CEO, Dan Schulman, has repeatedly promised a culture centered on the customer experience. However, true transformation begins with addressing the quota systems in place. Until these metrics are abolished, any proposed enhancements may remain superficial.