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John Tews
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Syvetril Perryman
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J.D. Power and Associates Reports:
Alltel, Sprint Nextel, U.S. Cellular and Verizon Wireless Each Rank Highest
In Wireless Call Quality Performance in Their Respective Regions
Among Customers Who Are Most Likely to Switch Wireless Providers,
Call Quality Problem Rates Have Increased Considerably
WESTLAKE VILLAGE, Calif.: 4 September 2008 – Alltel, Sprint Nextel, U.S. Cellular and Verizon Wireless each rank highest in wireless call quality in their respective regions, according to the J.D. Power and Associates 2008 Wireless Call Quality Performance StudySM—Volume 2 released today.
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 voice mail 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.
Study results by region are:
Northeast Region: Verizon Wireless ranks highest for an eighth consecutive time, with fewer customer-reported problems in dropped calls, initial connections and static/interference compared with the regional average.
Mid-Atlantic Region: Verizon Wireless ranks highest for an eighth consecutive time, with fewer customer-reported problems regarding initial connections compared with the regional average.
Southeast Region: Alltel ranks highest in the region for a third consecutive time, with customers reporting fewer problems than the regional average in dropped calls and voice distortion.
North Central Region: U.S. Cellular and Alltel rank highest in a tie. Customers for U.S. Cellular—which ranks highest in the region for a sixth consecutive time—report fewer problems in dropped calls; static/interference; echoes; voice distortion; and late voice-message notifications. Alltel customers experience fewer problems with dropped calls; initial connections; static/interference; and voice distortion compared with the regional average.
Southwest Region: Sprint Nextel and Verizon Wireless tie to rank highest in the region. Sprint Nextel customers report fewer problems regarding initial connections. Verizon Wireless customers experience fewer problems with dropped calls; static/interference; voice distortion; and failed voice-message notifications compared with the regional average.
West Region: Verizon Wireless ranks highest in the region, with customers reporting fewer problems with dropped calls; initial connections; static/interference; echoes; and voice distortion than the regional average.
The study also finds that while only 14 percent of customers say they “definitely/probably will” switch wireless providers in the next 12 months, these customers have a particularly high rate of call-related problems. In fact, the rate of call quality problems among customers who say they “definitely will” switch has increased by 16 percent over the past year. Specifically, dropped calls are primarily driving the increase in PP100 rates. In Vol. 2 of the 2008 study, customers who say they “definitely will” switch carriers within the next year and also said they had at least one dropped call experienced an average of 22 PP100. This marks a 47 percent increase compared with the same reporting period in 2007 (15 PP100).
Additionally, among wireless subscribers who say they “definitely will” switch their current wireless provider, problem rates average 51 PP100, which is five times higher than problem rates of customers who report they “definitely will not” switch in the next 12 months (9 PP100).
“With an increasingly competitive environment and the complexity of services often used in conjunction with cell phones steadily on the rise, carriers that offer superior network quality will improve their likelihood of attracting new customers and will increase customer retention,” said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. “In fact, improving network quality is a beneficial financial incentive for wireless carriers, as customers who are more likely to switch due to quality issues tend to spend an average of $84 per month and make or receive 144 calls per month, while non-switchers spend $79 and make or receive 108 calls per month, on average.”
The 2008 Wireless Call Quality Performance Study—Volume 2 is based on responses from 22,407 wireless users. The results are from the fielding period between February and June 2008. For more information, view wireless call quality ratings or read an article. Also go to Telecom at JDPower.com for information about wireless service, wireless retail sales, customer care, prepaid wireless service and business wireless service.
About J.D. Power and Associates
Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services firm operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The firm’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on boat ratings, car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at http://www.mcgraw-hill.com/.
Media Relations Contacts:
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John Tews
J.D. Power and Associates
Director, Media Relations
5435 Corporate Drive, Suite 300
Troy
, MI
48098
USA
(248) 312-4119
john.tews@jdpa.com
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Syvetril Perryman
J.D. Power and Associates
Specialist, Media Relations
2625 Townsgate Road, Suite 100
Westlake Village
, CA
91361
USA
(805) 418-8103
syvetril.perryman@jdpa.com
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No advertising or other promotional use can be made of the information in this release without the express prior written consent of J.D. Power and Associates. www.jdpower.com/corporate # # #
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What does J.D. Power and Associates do?J.D. Power and Associates' research, consulting, and performance improvement services are used by a variety of industries to improve product quality and customer satisfaction. The firm's research is based solely on responses from millions of consumers and business customers worldwide. Product and service rankings that result from this research reflect the opinions of consumers and business customers-not the opinion of J.D. Power and Associates. Rankings are derived from nationally syndicated studies that serve as industry benchmarks for measuring and tracking quality and customer satisfaction. J.D. Power and Associates conducts the research, publicly announces the results, and then offers analysis based on consumer feedback to product and service providers to help them improve their businesses.
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