The gap in call quality performance between
the highest- and lowest-ranked carriers is smaller compared with
previous years, reports the J.D. Power and Associates 2009
Wireless Call Quality Performance Study. Verizon ranked highest and
For a ninth consecutive reporting period,
Verizon Wireless ranks highest in both the Northeast and Mid-Atlantic
regions and achieves fewer customer-reported problems in dropped calls,
initial connections and late text notifications, compared with the
regional averages. Verizon Wireless also leads in the Southwest region
and ties with Sprint Nextel to rank highest in the West region. Sprint
Nextel customers, in particular, report fewer problems regarding echoes compared with the region average.
In
the North Central region, U.S. Cellular ranks highest for a seventh
consecutive reporting period. U.S. Cellular has fewer customer-reported
problems in dropped calls; initial connections; static/interference;
voice distortion; and late text message notifications, compared with
the region average.
Consumer confidence in wireless phones
has increased in 2009, as 27 percent of customers report having
replaced their traditional landline phones with wireless phones. This
marks an increase from 25 percent in the 2008 Vol. 1 study.
The study also finds that
wireless customers receive 98 text message notifications per month,
compared with just 47 notifications in the 2008 Vol. 1 study. Wireless
carriers have handled this boom in text messaging particularly well by
increasing the capacity of their networks, and the number of problems
associated with late or failed text messages has remained stable over
time.
The semi-annual study measures wireless call quality
based on seven problem areas that impact overall carrier performance:
dropped calls; static/interference; failed connection on the first try;
voice distortion; echoes; no immediate voicemail notification; and no
immediate text message notification. Call quality issues are measured
as problems per 100 (PP100) calls, where a lower score reflects fewer
problems and higher quality.
The study finds that the
differentiation in call quality performance among wireless carriers at
the industry level is particularly small in 2009. While call quality
performance among carriers still varies at the regional level, the gap
between the highest- and lowest-ranked carriers for the overall
industry has decreased from 8 PP100 in the 2008 Vol. 2 study to only 5
PP100 in the 2009 Vol. 1 study.
"As carriers continue to invest
heavily in infrastructure upgrades and improvements, the differences in
their network performance has truly resonated with customers," said
Kirk Parsons, senior director of wireless services at J.D. Power and
Associates. "The expansions in coverage will become increasingly
important as carriers continue to roll out next-generation
technologies."
"In
an increasingly competitive environment in which customers are growing
more and more dependent on their wireless phones, carriers that can
provide superior network quality will have a distinct advantage in
attracting new customers and in keeping existing customers satisfied,"
said Parsons. "In fact, improving network quality and expanding
coverage translates into potential revenue benefits for wireless
carriers, as customers who report recently switching from their
previous carrier as a result of poor call quality are likely to spend
up to $5 more per month for their new service, compared with the
industry average. Essentially, wireless customers are willing to pay a
premium for an exceptional network."
The 2009 Wireless Call Quality Performance Study--Volume 1 is based on responses from 27,754 wireless customers. The study was fielded between July and December 2008. For more information on customer satisfaction with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, or to read an article on wireless call quality, please visit JDPower.com.