WESTLAKE VILLAGE, Calif.-Verizon Wireless ranked as the highest-quality network among the seven largest wireless operators, according to the J.D. Powers and Associates 2003 Wireless Network Quality Assessment Study.
The study employed a network quality index rating based on seven customer-reported problem areas impacting overall carrier performance, including dropped/disconnected calls, static/interference, voice distortion, no connection on first try, echoes, no immediate voice-mail notification and no immediate text-message notification.
Verizon Wireless finished with the highest rating of 104 and was lauded for performing particularly well in dropped/disconnect calls, static/interference, voice distortion and no connection on the first try. Nextel Communications Inc. and Cingular Wireless L.L.C. also performed above the industry average with scores of 103 and 101 respectively.
AT&T Wireless Services Inc. garnered an industry average rating of 100, followed by below-average ratings from Sprint PCS (95), T-Mobile USA Inc. (94) and Alltel Corp. (93).
The report noted customers reported an average of 9 percent of calls experienced static or interference and 8 percent experienced dropped or disconnected calls. In addition, the report found that those customers who said they are “definitely” likely to switch from their current carrier during the next year reported an average of 19 percent of calls experienced static or interference, which was more than double the 9-percent average rate.
“It is apparent that providing clear and uninterrupted calls is a top priority for wireless carriers, and it is reflected in their capital spending on network upgrades and improvement,” said Kirk Parsons, senior director of wireless services at J.D. Powers and Associates. “With an increasingly competitive environment and changing industry landscape, carriers that offer superior network quality will increase their likelihood of attracting new customers and retain more of their existing base.”
The study also found that wireless customers in the North Central region reported the highest network quality rating (104) followed by customers in the Southeast (102), Mid-Atlantic (100), Southwest (99), West (99) and Northeast (92).
