While smartphone customers have continued to grow during the past
six months, call quality performance has declined, according to the J.D. Power and Associates 2010
Wireless Call Quality Performance Study-Volume 1.
The study finds that, after several consecutive
six-month reporting periods of steadily decreasing numbers of
connectivity and audio problems due to network upgrades, reported call
quality problems have increased considerably in 2010, to 13 PP100 from
11 PP100 six months ago. In particular, the number of reported dropped
calls has increased to 6 PP100, compared with just 4 PP100 six months
ago.
On average, smartphone customers experience problems at a rate
that is 6 PP100 greater than problems experienced by traditional
handset customers. In addition, smartphone customers are nearly three
times more likely to experience dropped calls than are traditional
mobile phone customers.
For an 11th consecutive reporting period, Verizon
Wireless ranks highest in both the Northeast and Mid-Atlantic regions.
Verizon Wireless achieves fewer customer-reported problems with dropped
calls, initial connections and echoes, compared with the regional
averages. Verizon Wireless also ranks highest in the Southeast,
Southwest and West regions.
In the North Central region, U.S. Cellular ranks
highest for a ninth consecutive reporting period. Compared with the
regional average, U.S. Cellular has fewer customer-reported problems
with dropped calls, failed initial connections, static, and echoes.
The semiannual study measures wireless call quality,
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.
"As carriers continue to upgrade network
infrastructure, expand coverage areas and improve data speeds,
smartphone usage will continue to test network capacity," said Kirk
Parsons, senior director of wireless services at J.D. Power and
Associates. "Smartphones will continue to stress wireless networks with
higher data usage for texting, e-mailing and Web surfing, so it is
crucial for wireless carriers to enhance existing network speed and
capacity, as well as to develop and upgrade to next-generation
technologies."
In fact, the overall PP100 rate is six times higher
among customers who report they "definitely will switch" providers in
the next year, compared with those who report they "definitely will not
switch" (42 PP100 vs. 8 PP100).
"Wireless customers rely on their phones to do
everything from providing them with driving directions to sending
picture messages, as well as placing calls, so carriers must provide
their customers with a problem-free experience to keep them satisfied,"
said Parsons. "Wireless customers have higher expectations of their
phones and the networks on which they operate than ever before.
Carriers must continue to deliver on their promises for faster and more
reliable connections as the number of customers using these advanced
devices grows."
Wireless usage patterns continue to evolve, as fewer
calls are made or received and customers use their devices more often
for text messaging, which increasingly is the preferred method for
communication. The study finds that wireless customers receive 136 text
message notifications per month-21 percent more text message
notifications than reported six months ago. In the first reporting
period of 2010, 46 percent of calling occurs outside the home or in a
vehicle. When customers make calls in an outside setting, the problem
rate increases by 4 PP100, compared with calls that are made at home,
at work or inside another structure.
The 2010 Wireless Call Quality Performance
Study-Volume 1 is based on responses from 24,345 wireless customers.
The study was fielded between July and December 2009.