Call Quality Problems Experienced with Wireless Services Continue to Decline

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 latest report from J.D. Power. 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 U.S. 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.

Posted to the site on 6th September 2007