J.D. Power Ranks U.S. Mobile Operators for Call Quality

J.D. Power and Associates' 2009 Wireless Call Quality Performance Study ranked Verizon Wireless as the best for the "Highest Call Quality Performance Among Wireless Cell Phone Users" in the Northeast, Mid-Atlantic, Southeast and Southwest regions. In a tie, Verizon Wireless, Alltel and T-Mobile rank highest in the West region. T-Mobile performs particularly well in reducing the number of problems with echoes and distortion, while Alltel performs particularly well in limiting the number of problems associated with late or failed messages. In the North Central region, U.S. Cellular ranks highest for an eighth consecutive reporting period. Compared with the regional average, U.S. Cellular has fewer customer-reported problems with initial connections, static or interference, and late or failed voice message notification.


J.D. Power and Associates' semiannual study measures wireless call quality, based on seven problem areas that impact overall carrier performance: dropped calls; static/interference; failed call 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. Call quality performance is examined in six regions: Northeast; Mid-Atlantic; Southeast; North Central; Southwest; and West.


J.D. Power noted that wireless carriers have reduced the number of connectivity issues, such as dropped calls, to 4 PP100 from 5 PP100 six months ago. Failed initial connections have declined to 3 PP100 from 4 PP100 during the same period. Wireless customers also report fewer audio problems, such as calls with static, which has decreased from 3 PP100 to just 2 PP100.


The 2009 Wireless Call Quality Performance Study-Volume 2 is based on responses from 25,512 wireless customers.

http://www.jdpower.com/corporate/news/releases/pressrelease.aspx?ID=2009155