Cell Phone Users Willing to Pay for Higher Call Quality

Cell phone users are unanimous that the voice quality of cell phone calls is unacceptable, but split on whether they are prepared to pay more for better service, according to a survey from speech quality specialist, Psytechnics. The poll among 237 USA based cell phone users shows that 82% are frustrated by mobile networks' call quality being lower than standard telephone lines. A third of all respondents stated the cost of calls should reflect the level of voice quality, with providers offering cheaper rates or discounts for poor connections.

Business users are even prepared to pay a premium for a guaranteed high level of voice quality. In fact, half stated this would be worth the extra cost.

Consumer users are less willing to part with additional dollars. Only 16% would be prepared to pay more for better quality for their personal cell phone calls. The survey results indicate that service providers have an opportunity to offer tiered-levels of service based on quality, to help generate new revenue streams, while improving customer satisfaction.

"Consumers expect that commodities should meet quality standards, so why should the voice quality on their cell phone be any different?" said Iain Wood, director of sales and marketing at Psytechnics. "The cell phone industry still has to convince its customer base that call quality is improving. Network providers have a real opportunity to differentiate themselves and attract a wider customer base. To do this, operators need to invest in test and measurement tools to continually monitor and improve voice quality."

Posted to the site on 30th October 2002