J.D. Power and Associates Reports: Static and Initial Connections are the Problems Most Often Reported by Cell Phone Users

[August 19, 2004]

J.D. Power and Associates Reports: Static and Initial Connections are the Problems Most Often Reported by Cell Phone Users

WESTLAKE VILLAGE, Calif. --(Business Wire)-- Aug. 19, 2004 -- Based on the typical wireless user calling patterns, the two problem areas impacting overall call quality experience the most are static and interference and initial connections, according to the J.D. Power and Associates 2004 Wireless Call Quality Performance Study(SM) released today.

The study provides a detailed account of problems customers experience with their wireless calls across a number of dimensions. The study employs a call quality index based on seven customer-reported problem areas that impact overall carrier performance. These are (in order of importance): static/interference (39%); connection on first try (24%); voice distortion (12%); no echoes (10%); dropped/disconnected calls (9%); no immediate voice mail notification (4%); and no immediate text message notification (2%).

"Not surprising, overall call quality performance varies based on where a call is placed or received. In order to provide the best possible call quality experience, carriers need to manage their network to reflect their specific customers' usage patterns," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "With an increasingly competitive environment and changing industry landscape, carriers that offer superior network quality will increase their likelihood of attracting new customers and will retain more of their existing base."

This variation in call quality experience is typified by the overall wireless carrier rankings across six U.S. regions. Wireless customers in the Mid-Atlantic region report a lower rate of call quality problems versus the industry average overall, mainly due to fewer connection issues in the areas of dropped/disconnected calls and initial connections. In contrast, the Northeast region experiences higher reported problems, especially for calls not connected on the first try, as well as a higher failure rate to send both voice and text messages in a timely manner.

Study results by region are:

Northeast Region: Sprint PCS and Verizon Wireless rank highest in a tie. Sprint PCS performs particularly well in the areas of initial connections and in timely voice mail notification. Verizon Wireless performs well due to fewer problems experienced with static/interference.

Mid-Atlantic Region: Verizon Wireless ranks highest, outperforming its competitors in initial connections and timely voice mail notification.

Southeast Region: T-Mobile ranks highest, performing particularly well in initial connections and timely text message notification.

North Central Region: Nextel ranks highest among the largest group of ranked competitors, receiving top scores in initial connections, dropped/disconnected calls and echoes.

Southwest Region: T-Mobile ranks highest, with fewer reported problems with dropped/disconnected calls and echoes.

West Region: Sprint PCS ranks highest, performing particularly well in the problem areas of static, voice distortion and echoes.

The 2004 Wireless Call Quality Performance Study is based on experiences reported by 21,700 wireless users.

Headquartered in Westlake Village, J.D. Power and Associates (www.jdpower.com) is an ISO 9001-registered global marketing information services firm operating in key business sectors, including market research, forecasting, consulting, training and customer satisfaction. The firm's quality and satisfaction measurements are based on responses from millions of consumers annually. Media e-mail contact: michael.greywitt@jdpa.com or john.tews@jdpa.com

No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates.

[ Back To TMCnet.com's Homepage ]

Discussions: