WESTLAKE VILLAGE, Calif.,
March 6, 2014 /PRNewswire/ -- The incidence of wireless network
problems with data quality has declined, driven primarily by network
upgrades and increased network capacity through an expansion of 4G
service coverage, according to the J.D. Power 2014 U.S. Wireless Network
Quality Performance StudySM—Volume 1 released today.
KEY FINDINGS
- Overall wireless network quality problem incidence is 12 problems
per 100 (PP100) network connections. The overall incidence rate has been
consistent since 2012.
- Data quality has been the primary driver of the improvement in
wireless network quality during the past three years. Total data quality
problems have declined to 14 PP100 in 2014 from 19 PP100 in 2012.
- Both data speed and connectivity improve this year. Issues related
to slow mobile Web experiences have declined to 17 PP100 in 2014 from 21
PP100 in 2012, which is largely attributed to broader rollouts of 4G
networks. Similarly, issues with email connections have declined to 5
PP100 from 7 PP100 during the same time frame.
- Customers with 4G smartphones experience 3 PP100 fewer problems with
data-related issues than those with smartphones operating on previous
generation technology (3G). Customers using 4G smartphones experience 6
PP100 fewer problems with slow mobile Web, compared with 3G customers.
- This increasingly positive experience with their network is
translating into increased engagement for wireless customers. For
example, 25 percent of customers using 4G smartphones say they "strongly
agree" that they are committed to their carrier, compared with 20
percent of those using 3G smartphones who say the same.
- Customers using faster, more efficient 4G networks are 14 percent
more likely to recommend their wireless carrier than those using
networks that have not yet been upgraded.
"While
the performance of network data quality has improved, given the robust
upgrade to 4G technology across the country, there is still performance
disparity across user segments and type of devices," said Kirk Parsons,
senior director of wireless services at J.D. Power. "Based on the
varying degree of consistency with overall network performance, it's
critical that wireless carriers continue to invest in improving both the
call quality and especially the data connection-related issues that
customers continue to experience as 4G service becomes even more
prevalent."
Now in its 12th
year, the semiannual study evaluates wireless customers' most recent
usage activities in three areas that impact network performance:
calling, messaging and data. 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; slow downloads; and email connection errors. Network performance
issues are measured as problems per 100 (PP100) network connections,
with a lower score reflecting fewer problems and better network
performance. Carrier performance is examined in six geographic regions:
Northeast, Mid-Atlantic, Southeast, North Central, Southwest and West.
The
2014 U.S. Wireless Network Quality Performance Study—Volume 1 is based
on responses from 25,142 wireless customers. The study was fielded
between July and December 2013.
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Wireless Network Quality PP100 Rankings
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J.D. Power.com Power Circle Ratings
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(Based on Problems Per 100 Network Connections)
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For Consumers
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Northeast Region
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Verizon Wireless
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10
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5
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AT&T
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13
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3
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Northeast Average
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13
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3
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T-Mobile
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15
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2
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Sprint Nextel
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18
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2
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Included in the Northeast Region are Connecticut, Maine, Massachusetts, New Hampshire, New York, Rhode Island and Vermont.
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Mid-Atlantic Region
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Verizon Wireless
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9
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5
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AT&T
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11
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3
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Mid-Atlantic Average
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11
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3
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Sprint Nextel
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14
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2
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T-Mobile
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15
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2
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Included in the
Mid-Atlantic Region are Delaware, District of Columbia, Maryland, New
Jersey, Pennsylvania, Virginia and West Virginia.
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Southeast Region
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Verizon Wireless
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10
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5
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AT&T
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13
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3
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Southeast Average
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13
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3
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T-Mobile
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15
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2
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Sprint Nextel
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19
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2
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Included in the Southeast
Region are Alabama, Florida, Georgia, Kentucky, Louisiana, Mississippi,
North Carolina, South Carolina and Tennessee.
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North Central Region
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Verizon Wireless
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8
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5
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North Central Average
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11
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3
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AT&T
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12
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3
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T-Mobile
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15
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2
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Sprint Nextel
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16
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2
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Included in the North Central Region are Illinois, Indiana, Michigan, Ohio and Wisconsin.
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Southwest Region
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Verizon Wireless
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10
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5
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AT&T
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12
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4
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Southwest Average
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13
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3
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Sprint Nextel
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15
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2
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T-Mobile
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15
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2
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Included in the Southwest Region are Arkansas, Kansas, Missouri, Oklahoma and Texas.
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West Region
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Verizon Wireless
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10
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5
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West Average
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13
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3
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AT&T
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14
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3
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T-Mobile
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14
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3
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Sprint Nextel
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17
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2
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Included in the West
Region are Arizona, California, Colorado, Idaho, Iowa, Minnesota,
Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South
Dakota, Utah, Washington and Wyoming.
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Power Circle Ratings Legend5 – Among the best
4 – Better than most
3 – About average
2 – The rest