The J.D. Power and Associates 2009 Wireless Call Quality Performance
Study-Volume 2 measured wireless call quality. They ranked call quality by region.
Verizon
Wireless ranks highest in the Northeast, Mid-Atlantic, Southeast and
Southwest regions in wireless call quality performance. Verizon
performs particularly well with regard to limiting dropped calls,
failed initial connections, and late or failed text and voice
messages.
In a tie, Verizon Wireless, Alltel and T-Mobile
rank highest in the West region. T-Mobile performs particularly well in
reducing the number of problems with echoes and distortion, while
Alltel performs particularly well in limiting the number of problems
associated with late or failed messages.
In the North Central
region, U.S. Cellular ranks highest for an eighth consecutive reporting
period. Compared with the regional average, U.S. Cellular has fewer
customer-reported problems with initial connections, static or
interference, and late or failed voice message notification.
The study is based on seven problem areas that impact overall carrier performance:
dropped calls; static/interference; failed call 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. Call quality performance is
examined in six regions: Northeast; Mid-Atlantic; Southeast; North
Central; Southwest; and West.
The study finds that wireless
carriers have reduced the number of connectivity issues, such as
dropped calls, to 4 PP100 from 5 PP100 six months ago. Failed initial
connections have declined to 3 PP100 from 4 PP100 during the same
period. Wireless customers also report fewer audio problems, such as
calls with static, which has decreased from 3 PP100 to just 2 PP100.
“As
carriers continue to upgrade existing network infrastructure and create
more robust coverage footprints, wireless customers are recognizing an
improvement in performance,” said Kirk Parsons, senior director of
wireless services at J.D. Power and Associates. “As customers continue
to increasingly stress wireless networks with growing call volume and
data usage for texting, e-mailing and surfing the mobile Web, it is
critical for carriers to keep enhancing network performance by
maintaining and upgrading to next-generation technologies.”
“Customers
rely heavily on their mobile devices to stay connected, so carriers
must provide their customers with a problem-free experience to keep
them satisfied-particularly in such a highly competitive environment,”
said Parsons. “Customers have come to expect quality calling
experiences, and wireless carriers must continue to deliver on their
promises for faster downloading and increased bandwidth as customers
continue to migrate to next-generation network technologies.”
Wireless
usage patterns continue to evolve, as more communications than ever
before are now made via text messages. The study finds that wireless
customers receive 112 text message notifications per month-nearly
double the number of notifications from one year ago. In 2009, 32
percent of wireless calls are made or received in the home-a percentage
that will likely continue to grow, as 27 percent of customers report
using their wireless phone for all calls that they would have
previously made or received using a traditional landline.
The
2009 Wireless Call Quality Performance Study-Volume 2 is based on
responses from 25,512 wireless customers. The study was fielded between
January and June 2009. For more information on customer satisfaction
with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, please visit JDPower.com.