J.D. Power: Verizon Wireless tops consumer survey

VERIZON WIRELESS ranked the highest in quality among carriers, according to the latest survey by J.D. Power. The first column reflects the number of problems customers report with their carrier, while the second column shows how carriers rank on a scale of two to five, five being the best. / COURTESY J.D. POWER
VERIZON WIRELESS ranked the highest in quality among carriers, according to the latest survey by J.D. Power. The first column reflects the number of problems customers report with their carrier, while the second column shows how carriers rank on a scale of two to five, five being the best. / COURTESY J.D. POWER

PROVIDENCE – Verizon Wireless topped the Northeast region for overall wireless network quality, according to “J.D. Power’s 2015 U.S. Wireless Network Quality Performance Study” released recently.
In its 13th year, the semiannual study looked at 10 problem areas of the customer experience, such as 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.
Besides the Northeast, Verizon Wireless also ranked highest in the other five regions –Mid-Atlantic, Southeast, North Central, Southwest and West.
This is the third time that Verizon took the top spot in all six regions in the last two years, according to Verizon Wireless.
Verizon Wireless had lower “problems per 100” scores in call quality, messaging quality and data quality, according to J.D. Power.

Network performance issues are measured as problems per 100 (PP100) network connections. A lower score reflects fewer problems and better overall performance.

“Enhancing network performance to ensure customers consistently experience a high-quality connection – especially when using Internet-based services – can substantially improve loyalty for wireless carriers,” Kirk Parsons, senior director and technology, media & telecom practice leader at J.D. Power, said in a statement.

“To retain customers, it is essential for carriers to proactively expand and upgrade networks to align with the latest generation of services and devices, particularly those that rely on data speed and consistent connections, such as broadband devices,” he said.

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Network quality is highest in Mid-Atlantic and North Central regions (11 PP100 each), followed by Southeast, Southwest, and West regions (12 PP100 each) and Northeast region (13 PP100). In addition to evaluating the network quality experienced by customers with wireless phones, the study measured network performance of tablets and mobile broadband devices.
The study, held from January through June, is based on responses from 42,836 wireless customers about their last 10 calls.
In the Northeast, Verizon Wireless received the highest J.D. Power.com power circle rating at five, meaning it was among the best. T-Mobile, AT&T and Sprint received twos, placing them below the average of three for the Northeast.
Verizon received a 10 PP100 ranking, while T-Mobile received a 14; and AT&T and Sprint, 15. The Northeast average was 13. The Northeast includes all six New England states, as well as New York.

“Customers know their mobile device is only as good as the network it’s riding on,” Nicola Palmer, senior vice president and chief network officer for Verizon Wireless, said. “Ranking highest across the country in the J.D. Power 2015 Wireless Network Quality Performance Study is another proof point of our commitment to providing our customers with the best network. Consistent capital investment and relentless focus on the performance of our industry-leading 4G LTE Network provides the breadth and quality of coverage customers need to use their devices where they want, how they want.”

Verizon said it enhanced its network across New England this year, including in the communities of Barrington, Cumberland, Narragansett, Tiverton, Warren and West Warwick.

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