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J.D. Power and Associates Issues New Report

Fri Sep 10, 2010 - 7:16 PM EDT - By Annie Latham

On Thursday, J.D. Power and Associates announced that among wireless customers who are most likely to switch providers, problem rates related to dropped calls have increased notably from six months ago.

The "2010 U.S. Wireless Call Quality Performance Study (Volume 2)" is a semiannual report that 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 and West.

The study found that 14 percent of customers say they "definitely will" or "probably will" switch wireless providers in the next 12 months and that these customers experience a particularly high rate of call-related problems. The rate of call quality problems among customers who say they "definitely will" switch their current wireless provider is more than four times higher than problem rates among customers who say they "definitely will not" switch in the next 12 months (29 PP100 vs. 7 PP100, respectively).

Verizon Ranks Highest Again:

The announcement also included regional rankings. Of note, for a 12th consecutive reporting period, Verizon Wireless ranked highest in both the Northeast and Mid-Atlantic regions. Verizon Wireless achieved fewer customer-reported problems with dropped calls, initial connections and interference, compared with the regional averages. Verizon Wireless also ranked highest in the West region and ranked highest in the Southeast region in a tie with both Sprint Nextel and T-Mobile.

The 2010 Wireless Call Quality Performance Study - Volume 2 is based on responses from 26,595 wireless customers. The study was fielded between January and June 2010.


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