Technology, Media & Telecom

U.S. Wireless Network Quality Performance Study

As wireless network and phone technology has improved, customer usage patterns and overall reliance on wireless devices have evolved. Carriers that meet customers’ expectations and provide a satisfying network quality experience are well positioned to improve customer satisfaction, influence brand advocacy and loyalty, increase monthly spend and maximize sales.

The Solution

The J.D. Power Wireless Network Quality Performance StudySM measures satisfaction based on recent customer usage activities in three areas that impact network performance: calling, messaging and data connections. Full-service and non-contract wireless carriers may use study data to:

  • Measure critical factors that impact customers’ perceptions of network quality performance across key customer segments like contract vs. non-contract, metro vs. rural and device type
  • Identify carriers’ areas of strength and weakness overall and by key customer segments
  • Track performance on a quarterly basis via performance scorecards

The Benefits

A study subscription provides access to the tools you need to gain a comprehensive, in-depth understanding of how your company is performing and to identify any areas that need improvement.

Deliverables include:

  • A management discussion and on-site executive presentation that provide insights into key industry trends and study findings, allowing your company to maximize performance and prioritize improvement initiatives
  • Access to competitive data sets, allowing a comparison of your company’s performance against competitors, the industry and the highest performers
  • Data analysis via SPSS Data and mTABWeb™ files that allows for segmentation at the national and regional levels as well as the 35 largest metro statistical areas, by specific device type (smartphone vs. traditional handset) and at the brand and model levels
  • Net Promoter Score®— an independent measurement of NPS, which includes the brand-level Net Promoter Score® and verbatims, an NPS rank chart and verbatim text analytics 

J.D. Power’s research solutions enable wireless carriers to target those performance activities that have a direct impact on ROI.


Net Promoter System®, Net Promoter Score®, NPS® and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.