Alltel ranks highest in wireless call quality in two regions and ties with T-Mobile to rank highest in a third, while Verizon Wireless leads in two regions and U.S. Cellular ranks highest in one region, according to the J.D. Power and Associates 2008 Wireless Call Quality Performance Study(SM)-Volume 1.
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 voice mail 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.
Study results by region are:
Northeast Region: Verizon Wireless ranks highest, with fewer customer-reported problems in dropped calls, initial connections and voice distortion compared with the regional average.
Mid-Atlantic Region: Verizon Wireless ranks highest for a seventh consecutive time, with fewer customer-reported problems regarding interference/static and voice distortion compared with the regional average.
Southeast Region: Alltel ranks highest in the region, with customers reporting fewer problems than the regional average in dropped calls, initial connections and voice distortion.
North Central Region: U.S. Cellular ranks highest for a fifth consecutive time, with customers reporting fewer problems in initial connection, dropped calls, static/interference and voice distortion compared with the regional average.
Southwest Region: Alltel and T-Mobile tie to rank highest in the region. Alltel customers report fewer problems regarding dropped calls, initial connections and voice distortion. T-Mobile customers experience fewer problems with initial disconnect issues compared with the regional average.
West Region: Alltel ranks highest for the first time in this region, with customers reporting fewer problems in initial connections and static/interference than the regional average.
The study finds that there is a lower rate of call quality problems with certain technologies used by wireless providers. In particular, Code Division Multiple Access (CDMA) technology can potentially lessen the number of call quality problems customers experience. The average number of call quality problems reported by customers using CDMA technology is 14 PP100, while the average is 17 PP100 for wireless customers using Global System for Mobile Communications (GSM) networks. Additionally, customers using iDEN network technology report an average of 23 PP100.
“CDMA technology is generally considered to be more efficient for processing wireless calls, as it requires fewer cell sites to handle call volume compared with other wireless platforms,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “Additionally, major service providers that use the CDMA platform, such as Alltel and Verizon Wireless, typically perform better, with fewer initial disconnects, more on-time text messages, and less interference and static. However, while CDMA is certainly advantageous, this technology alone does not necessarily guarantee fewer call quality problems. Locating, operating and managing complex network systems all require expertise from both the service carriers and their supporting network vendors to optimize call quality performance.”
The study also finds that wireless customers who use third-generation (3G) enabled mobile devices that support higher data speeds experience fewer problems than customers who do not use 3G devices.
“One key benefit to using 3G technology is that carriers can greatly increase the capacity of handling voice and data transmissions with existing network equipment,” said Parsons. “For example, problems occur at a 12 percent lower rate when calls are placed or received using a 3G-enabled mobile device compared with calls made or received using earlier-generation devices.”
The 2008 Wireless Call Quality Performance Study-Volume 1 is based on responses from 24,570 wireless users. The results are from the two most recent reporting waves, conducted September through October 2007 and January 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, please visit JDPower.com.
Included in the Northeast Region are: Connecticut, Maine, Massachusetts, New Hampshire, New York, Rhode Island and Vermont.
Included in the Mid-Atlantic Region are: Delaware, District of Columbia, Maryland, New Jersey, Pennsylvania, Virginia and West Virginia.
Included in the Southeast Region are: Alabama, Florida, Georgia, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina and Tennessee.
Included in the North Central Region are: Illinois, Indiana, Michigan, Ohio and Wisconsin.
Included in the Southwest Region are: Arkansas, Kansas, Missouri, Oklahoma and Texas.
Included in the West Region are: Arizona, California, Colorado, Idaho, Iowa, Minnesota, Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Utah, Washington and Wyoming.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.