US Wireless Network Performance Improved As 4G Coverage Becomes More Universal
Published on: 6th Mar 2014
The incidence of wireless network problems with data quality has declined driven primarily by network upgrades and increased network capacity through an expansion of 4G service coverage according to J.D. Power.
Overall wireless network quality problem incidence is 12 problems per 100 (PP100) network connections. The overall incidence rate has been consistent since 2012.
Data quality has been the primary driver of the improvement in wireless network quality during the past three years. Total data quality problems have declined to 14 PP100 in 2014 from 19 PP100 in 2012.
Both data speed and connectivity improve this year. Issues related to slow mobile Web experiences have declined to 17 PP100 in 2014 from 21 PP100 in 2012, which is largely attributed to broader rollouts of 4G networks. Similarly, issues with email connections have declined to 5 PP100 from 7 PP100 during the same time frame.
Customers with 4G smartphones experience 3 PP100 fewer problems with data-related issues than those with smartphones operating on previous generation technology (3G). Customers using 4G smartphones experience 6 PP100 fewer problems with slow mobile Web, compared with 3G customers.
This increasingly positive experience with their network is translating into increased engagement for wireless customers. For example, 25 percent of customers using 4G smartphones say they "strongly agree" that they are committed to their carrier, compared with 20 percent of those using 3G smartphones who say the same.
Customers using faster, more efficient 4G networks are 14 percent more likely to recommend their wireless carrier than those using networks that have not yet been upgraded.
"While the performance of network data quality has improved, given the robust upgrade to 4G technology across the country, there is still performance disparity across user segments and type of devices," said Kirk Parsons, senior director of wireless services at J.D. Power. "Based on the varying degree of consistency with overall network performance, it's critical that wireless carriers continue to invest in improving both the call quality and especially the data connection-related issues that customers continue to experience as 4G service becomes even more prevalent."