WIRELESS AND MOBILE NEWS

The semi-annual study measures wireless call quality based on seven problem areas that impact overall carrier performance: dropped calls; static/interference; failed connection on the first try; voice distortion; echoes; no immediate voicemail notification; and no immediate text message notification. Call quality issues are measured as problems per 100 (PP100) calls, where a lower score reflects fewer problems and higher quality.

The study finds that the differentiation in call quality performance among wireless carriers at the industry level is particularly small in 2009. While call quality performance among carriers still varies at the regional level, the gap between the highest- and lowest-ranked carriers for the overall industry has decreased from 8 PP100 in the 2008 Vol. 2 study to only 5 PP100 in the 2009 Vol. 1 study.

"As carriers continue to invest heavily in infrastructure upgrades and improvements, the differences in their network performance has truly resonated with customers," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "The expansions in coverage will become increasingly important as carriers continue to roll out next-generation technologies."

"In an increasingly competitive environment in which customers are growing more and more dependent on their wireless phones, carriers that can provide superior network quality will have a distinct advantage in attracting new customers and in keeping existing customers satisfied," said Parsons.  "In fact, improving network quality and expanding coverage translates into potential revenue benefits for wireless carriers, as customers who report recently switching from their previous carrier as a result of poor call quality are likely to spend up to $5 more per month for their new service, compared with the industry average. Essentially, wireless customers are willing to pay a premium for an exceptional network."

The 2009 Wireless Call Quality Performance Study--Volume 1 is based on responses from 27,754 wireless customers. The study was fielded between July and December 2008.  For more information on customer satisfaction with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, or to read an article on wireless call quality, please visit JDPower.com.