JD Power Survey shows Call Quality problems declining

[Fire14]

Wireless Call Quality Problems Continue to Decline

Alltel, AT&T, Cellular and Verizon Wireless Rank Highest in Customer Satisfaction with Call Quality.

The number of reported wireless call quality problems has declined for a third consecutive reporting period, reaching the lowest levels in the history of the study, according to the J.D. Power and Associates 2007 Wireless Call Quality Performance Study-Volume 2 released today.

Now in its fifth year, the semi-annual study measures wireless call quality based on seven customer-reported 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.

The study finds that the number of customer-reported call quality problems is 15 problems per 100 (PP100) calls, down 29 percent from the same interviewing period in 2006 (21 PP100). A lower PP100 score is better, as it means fewer problems experienced with call quality. In particular, considerable improvements have been made with regard to the number of dropped calls, initial disconnects and interference/static. The number of calls with initial disconnects has decreased by 40 percent and the number of dropped calls has decreased by 33 percent compared with the previous reporting period in 2007 (released in March).

"Wireless providers have clearly made great strides in improving call quality," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "With an increasingly competitive environment and a jump in the number of services used in conjunction with cell phones, carriers that offer superior network quality are more likely to attract new customers and increase customer retention. In fact, improving network quality is a beneficial financial incentive for wireless carriers, as customers experiencing at least one call quality problem are almost four times more likely to switch carriers in the future."

The study also finds that wireless customers who use hands-free devices, such as Bluetooth or wired headsets, experience more problems than customers who do not use hands-free devices. On average, hands-free users experience 18 PP100, while non-hands-free users report only 14 PP100.

"One reason for this rating difference is the fact that owners of hands-free devices tend to make calls more often than do those who don't use these devices, and high-volume callers are more likely to experience call quality problems in general," said Parsons. "As more wireless subscribers begin using hands-free devices for convenience, the rate of call quality problems may increase as the probability rises for quality interference between the headset and cell phone."



Verizon Wireless performs particularly well in the study, ranking highest in four of the six regions examined, including ranking highest in a tie with Alltel in the Southeast region. U.S. Cellular also ranks highest in the North Central region, while AT&T ranks highest for the first time in the Southwest area. Study results by region are:



Northeast Region: Verizon Wireless ranks highest in the region, with fewer problems reported than the regional average with initial connections, echoes and voice distortion.



Mid-Atlantic Region: Verizon Wireless ranks highest for a sixth consecutive time, with fewer interference/static and echo problems experienced than the regional average.



Southeast Region: Alltel and Verizon Wireless rank highest in a tie. Alltel customers report fewer problems than the regional average in the areas of dropped calls, interference/static and echoes. Verizon Wireless customers report particularly low incidences of interference/static issues.



North Central Region:U.S. Cellular ranks highest for a fourth consecutive time with fewer problems in initial connection, dropped calls and voice distortion than the regional average.



Southwest Region: AT&T ranks highest in the region for the first time, with fewer problems with initial connection issues than the regional average.



West Region: Verizon Wireless ranks highest, with customers reporting fewer problems than the regional average in all five voice-related quality issues. Verizon Wireless performs particularly well in initial connections.



The 2007 Wireless Call Quality Performance Study-Volume 2 is based on responses from 25,025 wireless users. The results are from the two most recent reporting waves, March through April and June through July 2007.

Wireless Call Quality Problems Continue to Decline | Wireless IQ

[Mobile Mike]

OK, I guess this is true to some degree, but....

Dropped calls is still a problem with each of the carriers I have (VZW, T-Mo, AT&T).

Most other issues have improved but not as much as JD Powers claims, then again most of us here don't take these JDP things very seriously anyway...

[Jay2TheRescue]

Hmmm, I wonder if the decrease in static has something do do with the fact that analog is rarely used anymore? Its hard to get static from a digital phone...

-Jay

[Andy]

Honestly, in some respects I think call quality problems have actually gotten worse. Sure, more cell sites are added every day across the country, but more and more users are signing up for service and users use more and more minutes, data, etc. When you look across forums, complaints about capacity and network quality have actually gone up from what I've noticed.

[Jay2TheRescue]

Originally Posted by Andy

Honestly, in some respects I think call quality problems have actually gotten worse. Sure, more cell sites are added every day across the country, but more and more users are signing up for service and users use more and more minutes, data, etc. When you look across forums, complaints about capacity and network quality have actually gone up from what I've noticed.

I guess I'm spoiled because here in the DC area Cingular operated two separate networks, then merged them togeather to make a really great network with few gaps and lots of capacity. I can think of only 2 times in the almost 8 years I've had a cell phone that I encountered capacity problems.

-Jay

[Andy]

Originally Posted by Jay2TheRescue

I guess I'm spoiled because here in the DC area Cingular operated two separate networks, then merged them togeather to make a really great network with few gaps and lots of capacity. I can think of only 2 times in the almost 8 years I've had a cell phone that I encountered capacity problems.

-Jay

You are spoiled, lol. Even though things here in Utah are not bad for Sprint, Verizon and 99% of the time for T-Mobile, AT&T still is struggling with capacity and voice quality issues. It's so weird, though, because Salt Lake City really is not that hard of a market to cover.

[Mobile Mike]

Originally Posted by Andy

You are spoiled, lol. Even though things here in Utah are not bad for Sprint, Verizon and 99% of the time for T-Mobile, AT&T still is struggling with capacity and voice quality issues. It's so weird, though, because Salt Lake City really is not that hard of a market to cover.

Makes me wonder when they're going to address issues in the Wasatch Valley.

[bobolito]

hmmm.... I guess T-Mobile didn't sponsor this study.

[Fire14]

Originally Posted by Andy

Honestly, in some respects I think call quality problems have actually gotten worse. Sure, more cell sites are added every day across the country, but more and more users are signing up for service and users use more and more minutes, data, etc. When you look across forums, complaints about capacity and network quality have actually gone up from what I've noticed.

Originally Posted by Jay2TheRescue

I guess I'm spoiled because here in the DC area Cingular operated two separate networks, then merged them togeather to make a really great network with few gaps and lots of capacity. I can think of only 2 times in the almost 8 years I've had a cell phone that I encountered capacity problems.

-Jay

I guess I am spoiled too like Jay, I haven't had any issues like your talking about Andy, But I do agree you see these complaints from certain area's of the country from All Carriers, so some area's 1 is good & others another is good ect...
I will be looking for the day when they are all good with coverage & dropped calls & we can see everyone happier then they are now & we can see them compete on service not coverage.

[Mobile Mike]

Originally Posted by bobolito

hmmm.... I guess T-Mobile didn't sponsor this study.

Nope, I hear Verizon did!

[larry]

Originally Posted by Andy

Honestly, in some respects I think call quality problems have actually gotten worse. Sure, more cell sites are added every day across the country, but more and more users are signing up for service and users use more and more minutes, data, etc. When you look across forums, complaints about capacity and network quality have actually gone up from what I've noticed.

Well then how do you explain Sprint? Sprint is adding by far the most new cell sites out of any carrier while signing up the fewest customers. Capacity is not an issue with Sprint. So you would think they would be moving up in these newer studies....But no that would never happen. Too bad they don't differentiate the CDMA and IDEN services on Sprint because IDEN is obviously hurting them in these studies.

By the way how come these JP Power studies come out so often anymore? They used to do them only once a year and then it became twice a year. Now it's every month. I don't see the point of doing them that often because public perception and study results are not going to change much in only a month.

[Mobile Mike]

Originally Posted by larry

Well then how do you explain Sprint? Sprint is adding by far the most new cell sites out of any carrier and signing up the fewest customers and capacity is not an issue with Sprint. So you would think they would be moving up in these newer studies....But no that can never happen. I still think IDEN is hurting them because they don't break down the CDMA/IDEN differences on Sprint.

I wonder too how much longer Sprint's negative reputation will dog them. Even with the Nextel problems, they still aren't as bad as they're being made out to be.

[larry]

Originally Posted by Mobile Mike

Nope, I hear Verizon did!

Interesting to note that Verizon is the carrier that's making the least amount of improvements of the big 4 on a nationwide average but yet they somehow always manage to beat the others who've been making more improvements for many years now. It must be the Verizon "It's the Network" Kool aid drinkers who've been brainwashed by Verizon's brilliant marketing efforts.

[larry]

Originally Posted by Mobile Mike

I wonder too how much longer Sprint's negative reputation will dog them. Even with the Nextel problems, they still aren't as bad as they're being made out to be.

I totally agree. Like I said before they could add 20,000 new cell sites this month and they would still finish last in the next survey. There's nothing they could do to escape the bad perception that certainly isn't deserved IMO.

[RadioRaiders]

Originally Posted by Fire14

The study finds that the number of customer-reported call quality problems is 15 problems per 100 (PP100) calls, down 29 percent from the same interviewing period in 2006 (21 PP100). A lower PP100 score is better, as it means fewer problems experienced with call quality.

The 2007 Wireless Call Quality Performance Study-Volume 2 is based on responses from 25,025 wireless users. The results are from the two most recent reporting waves, March through April and June through July 2007.

"PP100"?? Where did JD powers come up with this? (I can tell you it's not a phone industry term.) And how do they derive this? Just call people and ask them "So, what is your PP100?"

This report is the biggest pile of rubbish I've seen in a while. The only way to make a true comparison is either: 1) statistics comparisons from each operators MSC's (which they usually don't like to publically disclose) or 2) extensive drive testing (which is very expensive and can only be used to compare different market areas ie: New York or DC, but not the whole country)

[Mobile Mike]

Originally Posted by esto

"PP100"?? Where did JD powers come up with this? (I can tell you it's not a phone industry term.) And how do they derive this? Just call people and ask them "So, what is your PP100?"

This report is the biggest pile of rubbish I've seen in a while. The only way to make a true comparison is either: 1) statistics comparisons from each operators MSC's (which they usually don't like to publically disclose) or 2) extensive drive testing (which is very expensive and can only be used to compare different market areas ie: New York or DC, but not the whole country)

I think they're hoping we won't ask questions and just accept their jargon as law...

[bobolito]

Originally Posted by larry

Interesting to note that Verizon is the carrier that's making the least amount of improvements of the big 4 on a nationwide average but yet they somehow always manage to beat the others who've been making more improvements for many years now. It must be the Verizon "It's the Network" Kool aid drinkers who've been brainwashed by Verizon's brilliant marketing efforts.

LMAOL! Well said!

[zamboni77]

I swear all these surveys, etc. are all meaningless.