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Thread: JD Power Network Study

  1. #1
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    JD Power Network Study

    New study is out for network quality and performance for all wireless carriers!

    J.D. Power and Associates Reports:
    Wireless Customers Using 4G LTE Technology-Enabled Devices Experience Fewer Problems Than Those Using 3G and Other 4G-Enabled Devices

    Verizon Wireless Ranks Highest in Wireless Network Quality Performance in Five Regions; U.S. Cellular Ranks Highest in One Region

    WESTLAKE VILLAGE, Calif.: 23 August 2012 - Wireless customers who use 4G LTE-enabled devices experience fewer data-related issues, especially with slow connection speeds, than do customers who use 3G and other 4G-enabled devices, according to the J.D. Power and Associates 2012 U.S. Wireless Network Quality Performance StudySM--Volume 2 released today.

    Now in its 10th year, this 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 affect the customer experience (in order of importance): 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, 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 study finds that the number of data-related problems, especially those related to slow connection speeds, is significantly lower among customers using 4G LTE-enabled devices than among those using devices with older 3G/4G technology standards, such as WiMAX and HSPA+. For example, among customers with 4G LTE-enabled devices, the problem incidence for excessively slow mobile Web loading is 15 PP100, compared with the industry average of 20 PP100. Furthermore, the overall problem incidence for excessively slow mobile Web loading is even higher among customers with WiMAX and HSPA+ technology (22 PP100 and 23 PP100, respectively). There are no substantial differences in problem rates for other data-related issues between 4G LTE and WiMAX and HSPA+ technologies, such as Web and email connection errors.

    "It's very interesting to see the stark performance differences between the newest generation of network technology,4G LTE, and other network services that were the first offerings of 4G-marketed devices in early 2011," said Kirk Parsons, senior director of wireless services at J.D. Power and Associates. "With the network advantages of using 4G LTE technology, in terms of spectrum efficiencies and increase in data connection speeds and reliability, it's not unexpected that wireless carriers are rushing to expand and upgrade their networks to align with this latest generation of service."

    According to Parsons, improving network performance, especially for customers using 4G LTE devices, may translate into incremental revenue by not only increasing monthly spending, but also lowering churn rates. For example, the average monthly reported wireless bill among 4G LTE customers is $6 more than the average for smartphone customers ($131 vs. $125, respectively). This includes spending on additional data plan service such as mobile hotspots, for which the adoption rate among 4G LTE customers is 35 percent higher than among customers who have 3G and other 4G-enabled devices. In addition, the likelihood of switching among 4G LTE customers is significantly lower than among smartphone customers using other network technology (11% vs. 15%, respectively).

    "Based on varying degrees of consistency with overall network performance, it's critical that wireless carriers continue to invest in improving both the voice quality and data connection-related issues that customers continue to experience," said Parsons.

    For a 16th consecutive reporting period, Verizon Wireless ranks highest in the Northeast region. Verizon Wireless achieves fewer customer-reported problems with dropped calls, initial connections, transmission failures and late text messages, compared with the regional average. Verizon Wireless also ranks highest in the Mid-Atlantic, Southeast, Southwest and West regions.

    U.S. Cellular ranks highest in the North Central region for a 14th consecutive reporting period. Compared with the regional average, U.S. Cellular has fewer customer-reported problems with dropped calls, failed initial connections, audio problems, failed voice mails and lost calls.

    The 2012 U.S. Wireless Network Quality Performance Study--Volume 2 is based on responses from 26,695 wireless customers. The study was fielded between January and June 2012.

    For more information on customer satisfaction with wireless service, wireless retail sales, cell phone handsets, customer care, prepaid wireless service and business wireless service, please visit JDPower.com.
    http://www.jdpower.com/content/press...y-volume-2.htm

    - VDubb

  2. #2
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    Good find! the growing pains of LTE are gone. By the end of next year all three carriers will have much more wide spread LTE coverage.

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    Hopefully Sprint's deploying LTE will help their 3G network... I just switched back to Sprint yesterday and the 3G is lacking to say the least.

  4. #4
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    Quote Originally Posted by coorey View Post
    Hopefully Sprint's deploying LTE will help their 3G network... I just switched back to Sprint yesterday and the 3G is lacking to say the least.
    Yeah it's sad how Sprint totally let their 3G network go--I remember circa-'07/'08 that Sprint's EV-DO consistently beat Verizon's, and I remember regularly getting over 2+ megs (usually around 2.3ish) on my EV-DO enabled laptop and close to that on my phone--I used to show it off to friends and convinced a number of them over to Sprint. Particularly starting around 2010 the speeds took a nosedive to the point that they would get as low as 100-200k or even worse. It just started getting sloowwww... and I knew my devices were perfectly good, but Sprint didn't even admit they had issues til later.

    What's even worse is that we are now considering 1 meg a "good" EV-DO connection, even in their "updated" areas--sure it's better than 100-200k, but it's *still* not as good as what I was getting in 2007/08 -- this tells me that even though they are upgrading their backhaul, it still isn't where it should be, or that there is something wrong with their network besides just the backhaul from the crush of users.

    I'm truly hoping LTE will fix this--but if they can't even get back to a consistant 2 meg connection on EV-DO like they did when it was first launched, I don't know how they are going to keep a consistent 6-8 meg connection when the LTE network is fully loaded...

    We'll see--Sprint is getting my benefit of the doubt for LTE when it launches--but if it nosedives in a year as the network gets loaded, or takes more than 6 months after the expected date (they are saying November to start in Seattle with the vast majority of sites online by March) I'll finally make the recently often-contemplated switch to Verizon after 11 years...

    --Nat

  5. #5
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    I was surveyed this time around. I don't think I gave Sprint a single rating that would have helped them. Just too many issues of late. They really let things slip the last few years. I know they were hurting but when your business relies on the network you can't really neglect it and expect things to be fine.

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