Verizon Wireless Network Top Performer in Most Regions

Verizon Wireless is ranked number one in overall wireless network performance in five of the six US regions analyzed by the J.D. Power and Associates U.S. 2011 Wireless Network Quality Performance Study —Volume 2. Verizon Wireless ranks first in the Northeast, Mid-Atlantic, Southeast, Southwest and West regions, but comes in second to US Cellular in the North Central region.

In the Northeast, Verizon averages 10 problems per 100 calls (PP100) and is the only carrier to come in below the regional average of 14 PP100. In the Mid-Atlantic, Verizon averages 9 PP100 and is the only carrier to beat the regional average of 12 PP100. In the Southeast, Verizon averages 11 PP100, while number two T-Mobile ties the regional average of 13 PP100. In the Southwest, Verizon averages 10 PP100 and runners up AT&T and Sprint Nextel tie the regional average of 13 PP100; while in the West Verizon averages 11 PP100 and T-Mobile ties the regional average of 13 PP100.

US Cellular Has North Central Reign

However, in the North Central region, US Cellular only averages seven PP 100, with Verizon averaging 11 PP100 and T-Mobile tying the regional average of 12 PP100.

Overall network performance is based on 10 problem areas that impact the customer experience: dropped calls; calls not connected; audio issues; failed/late voicemails; lost calls; text transmission failures; late text message notifications; Web connection errors; email connection errors; and slow downloads. Network performance issues are measured as problems per 100 (PP100) network connections, where a lower score reflects fewer problems and better network performance.

Customers Experience Most Problems Placing Calls

The study finds that overall network performance varies widely by the type of activity being performed on the handset. For example, there are more reported problems among wireless customers while placing calls, compared with messaging and data-related activities. Overall, problems associated with calling, such as dropped calls, initial disconnects and audio issues, average 18 PP100.

This compares with a reported 16 PP100 average for data-related issues, such as Web and email connection errors and excessively slow downloads. An even lower PP100 average is reported for messaging problems (5 PP100), such as transmission failures and late text messages.

Usage Type Affects Problem Rates

In addition, the specific types of problems experienced can vary greatly within each usage type. Among customers who report data-related issues, there are more reported problems for excessively slow downloads (19 PP100), compared with web connection failures (11 PP100) or email failures (6 PP100). The same holds true for specific problems associated with making calls.

J.D. Power analysis shows there are more reported problems related to general audio issues, such as interference or voice distortion, compared with failed/late voice messages (8 PP100 vs. 5 PP100, respectively).

Other Findings

• There is a financial impact in providing a high-performing network, as spending increases by an average of $10 per customer among those who have switched from a previous carrier to obtain a better network/coverage, compared with those who leave for other reasons.
• On average, wireless customers use 450 minutes per month, a decline of 77 minutes from 527 in 2009. Customers are using their devices more often for text messaging. The study finds that wireless customers sent/received an average of 39 text messages during an average two-day period. During the course of a month, this equals more than 500 incoming/outgoing text messages.
• On average, smartphone customers continue to experience more problems than do traditional handset customers: 14PP100 compared to 12PP100, respectively. However, the largest gaps in reported problem rates occur with both calling and data activity. In these areas, problem rates among smartphone customers average 4 PP100 higher than among traditional device customers.
• Among the top 30 US markets, average problem rates are lowest among wireless customers in the Salt Lake City market (9 PP100), and highest among wireless customers in the Sacramento market (16 PP100).

Sprint, T-Mobile Satisfy Contract Customers

Sprint and T-Mobile rank highest, in a tie, in customer satisfaction among major full-service wireless carriers with a score of 755 on a 1,000-point scale each, according to other data released in August 2011 by J.D. Power & Associates. The J.D. Power and Associates 2011 U.S. Full-Service Wireless Purchase Experience Study, Volume 2 indicates Sprint performs well among the website sales, offerings and promotions and cost of service factors. T-Mobile performs particularly well in the cost of service factor.

The industry average for major full-service wireless carriers was 751. Overall customer satisfaction with both full-service and non-contract branded carriers is based on six factors (in order of importance): store sales representative; website sales; phone sales representative; store facility; offerings and promotion; and cost of service.

About the Data: The 2011 Wireless Network Quality Performance Study—Volume 2 is based on responses from 22,110 wireless customers. The study was fielded by J.D. Power and Associates between January and June 2011 and is the source of the enclosed graphics.

Source: MarketingCharts.com