As the wireless services industry continues to invest in network upgrades and advanced technology, call quality performance has improved from six months ago, according to a new study by J.D. Power and Associates. The 2009 Wireless Call Quality Performance Study-Volume 2, a follow-up to a study conducted earlier in 2009, shows that the nation's wireless carriers are listening to the voice of the customer and are taking steps to improve their network performance.

The 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
• 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 call quality. Call quality performance is examined in six regions:

• Northeast
• Mid-Atlantic
• Southeast
• North Central
• Southwest
• West

The study finds 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.

"As carriers continue to upgrade existing network infrastructure and create more robust coverage footprints, wireless customers are recognizing an improvement in performance," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "As customers continue to increasingly stress wireless networks with growing call volume and data usage for texting, e-mailing and mobile Web surfing, it is critical for carriers to keep enhancing network performance by maintaining and upgrading to next-generation technologies."