The US network, Verizon Wireless ranks highest in network quality performance among the top seven largest wireless providers, according to the J.D. Power and Associates 2003 Wireless Network Quality Assessment Study released today.
The inaugural study provides a detailed account of problems customers experience with their wireless calls across a number of dimensions. The study employs a network quality index (NQI) based on seven customer-reported problem areas that impact overall carrier performance. These are (in order of importance): dropped/disconnected calls (32%); static/interference (29%); voice distortion (14%); no connection on first try (12%); echoes (8%); no immediate voice mail notification (4%); and no immediate text message notification (1%).
Verizon Wireless ranks highest with a NQI score of 104 and performs particularly well in the four most important call quality problem areas: dropped/disconnected calls, static/interference, voice distortion, and no connection on the first try. Nextel and Cingular also perform above the industry average, with NQI scores of 103 and 101, respectively. AT&T Wireless performs at the industry average.
Among the problems reported by wireless users, an average of 9% of calls experience static or interference and 8% experience dropped or disconnected calls.
"It is apparent that providing clear and uninterrupted calls is a top priority for wireless carriers, and it is reflected in their capital spending on network upgrades and improvement," 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 retain more of their existing base."
In fact, the study indicates that the level of switching intent increases proportionally as the number of network quality problems experienced increases. For example, those who indicate they are "definitely" likely to switch from their current carrier in the next year reported an average of 19% of calls experiencing static/interference-more than twice the average rate of 9%. This compares to an average of 5% of calls with static/interference reported among those who say they will "definitely not" switch.
The study also finds that wireless customers in the Northeast report a lower average NQI score (92) than those in other regions, especially the North Central region (104), which generates the highest network quality performance index of the six regions of the study. NQI ratings for other regions include: Southeast (102), Mid-Atlantic (100), Southwest (99), and West (99)."
Posted to the site on 1st August 2003
Posted to: www.cellular-news.com/story/9426.php