Alltel, Sprint Nextel, U.S. Cellular and Verizon Wireless each rank highest in wireless call quality in their respective regions, according to the J.D. Power and Associates 2008 Wireless Call Quality Performance Study--Volume 2.
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 for an eighth consecutive time, with
fewer customer-reported problems in dropped calls, initial connections
and static/interference compared with the regional average.
Mid-Atlantic Region:
Verizon Wireless ranks highest for an eighth consecutive time, with
fewer customer-reported problems regarding initial connections compared
with the regional average.
Southeast Region:
Alltel ranks highest in the region for a third consecutive time, with
customers reporting fewer problems than the regional average in dropped
calls and voice distortion.
North Central Region:
U.S. Cellular and Alltel rank highest in a tie. Customers for U.S.
Cellular--which ranks highest in the region for a sixth consecutive
time--report fewer problems in dropped calls; static/interference;
echoes; voice distortion; and late voice-message notifications. Alltel
customers experience fewer problems with dropped calls; initial
connections; static/interference; and voice distortion compared with
the regional average.
Southwest Region:
Sprint Nextel and Verizon Wireless tie to rank highest in the region.
Sprint Nextel customers report fewer problems regarding initial
connections. Verizon Wireless customers experience fewer problems with
dropped calls; static/interference; voice distortion; and failed
voice-message notifications compared with the regional average.
West Region:
Verizon Wireless ranks highest in the region, with customers reporting
fewer problems with dropped calls; initial connections;
static/interference; echoes; and voice distortion than the regional
average.
The study also finds that while only 14 percent of
customers say they "definitely/probably will" switch wireless providers
in the next 12 months, these customers have a particularly high rate of
call-related problems. In fact, the rate of call quality problems among
customers who say they "definitely will" switch has increased by 16
percent over the past year. Specifically, dropped calls are primarily
driving the increase in PP100 rates. In Vol. 2 of the 2008 study,
customers who say they "definitely will" switch carriers within the
next year and also said they had at least one dropped call experienced
an average of 22 PP100. This marks a 47 percent increase compared with
the same reporting period in 2007 (15 PP100).
Additionally,
among wireless subscribers who say they "definitely will" switch their
current wireless provider, problem rates average 51 PP100, which is
five times higher than problem rates of customers who report they
"definitely will not" switch in the next 12 months (9 PP100).
"With
an increasingly competitive environment and the complexity of services
often used in conjunction with cell phones steadily on the rise,
carriers that offer superior network quality will improve their
likelihood of attracting new customers and will increase customer
retention," said Kirk Parsons, senior director of wireless services at
J.D. Power and Associates. "In fact, improving network quality is a
beneficial financial incentive for wireless carriers, as customers who
are more likely to switch due to quality issues tend to spend an
average of $84 per month and make or receive 144 calls per month, while
non-switchers spend $79 and make or receive 108 calls per month, on
average."
The 2008 Wireless Call Quality Performance Study--Volume 2 is based on responses from 22,407 wireless users. The results are from the fielding period between February and June 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.