J.D. Power Ranks Verizon Best in Latest Survey
WESTLAKE VILLAGE, Calif -- Overall network performance levels of wireless phones differ depending on whether services are deployed by full-service or non-contract carriers, according to the J.D. Power 2013 U.S. Wireless Network Quality Performance StudySM--Volume 2 released today.
Now in its 11th year, this semiannual study evaluates wireless customers' most recent usage activities in three areas that impact network performance: calling, messaging and data. Overall network performance is based on 10 problem areas that impact the customer experience: dropped calls; calls not connected; audio issues; failed/late voicemails; lost calls; text transmission failures; late text message notifications; Web connection errors; slow downloads; and email connection errors. Network performance issues are measured as problems per 100 (PP100) network connections, with a lower score reflecting fewer problems and better network performance. Carrier performance is examined in six geographic regions: Northeast, Mid-Atlantic, Southeast, North Central, Southwest and West.
The study finds that overall network performance varies widely by service segment and the activities performed on the handset. For example, there are fewer reported problems overall among wireless customers who use a full-service provider network, compared with problems reported by customers of non-contract carriers. Overall, problems associated with placing calls, messaging and data-related activities average 11 problems per 100 calls (PP100) for full-service carriers. This compares with 13 PP100 among customers of non-contract carriers.
For the first time since the study moved to a regional format in 2004, Verizon Wireless is the first wireless provider to rank highest across all six regions of the country. By region, Verizon Wireless ranks highest in the Northeast region for an 18th consecutive reporting period. Verizon Wireless achieves fewer customer-reported problems with dropped calls, initial connections, transmission failures and late text messages, compared with the regional average. Verizon Wireless also ranks highest in the Mid-Atlantic, Southeast, Southwest, and West regions, and also ranks highest in a tie in the North Central region.
U.S. Cellular ranks highest (in a tie this period) in the North Central region for a 16th consecutive reporting period. Compared with the regional average, U.S. Cellular has fewer customer-reported problems with dropped calls, failed initial connections, audio problems, failed voice mails and lost calls.
The 2013 U.S. Wireless Network Quality Performance Study--Volume 2 is based on responses from 26,491 wireless customers. The study was fielded between January and June 2013.