J.D. Powers: Verizon Tops in Voice Quality

Among wireless carriers in the U.S., Verizon Wireless (VZ) has the best voice quality in five of the nation’s six regions, with U.S. Cellular - not AT&T (T) or Sprint (S) - taking the honors in the sixth region. In the west, Verizon shared the top ranking with Alltel (AT) and T-Mobile. The honors comes courtesy of J.D. Powers and Associates, which conducts a semiannual study of voice call quality across the country.

Overall, the wireless industry has done a good job at upgrading its networks, noting that reported problems with connectivity issues such as dropped calls and static have declined since the last report six months ago. In a statement, Kirk Parsons, senior director of wireless services at J.D. Power and Associates, said:

As carriers continue to upgrade existing network infrastructure and create more robust coverage footprints, wireless customers are recognizing an improvement in performance. As customers continue to increasingly stress wireless networks with growing call volume and data usage for texting, e-mailing and surfing the mobile Web, it is critical for carriers to keep enhancing network performance by maintaining and upgrading to next-generation technologies.

The study measures wireless call quality, based on seven problem areas that impact overall carrier performance: dropped calls; static/interference; failed call connection on the first try; voice distortion; echoes; no immediate voicemail notification; and no immediate text message notification.

Also see: NYT: Customers Angered as iPhones Overload AT&T

This becomes important to note because, in the wireless game, carriers are quick to alter the message to meet their needs. Case in point: AT&T touts the “most bars worldwide” and yet it has been the subject of much ridicule in major cities across the U.S. because its voice and data service on the AT&T is considered to be among the worst. Maybe if I were somewhere else in the world, AT&T would be a good choice - but I’m not much of a global traveler.

After trials with AT&T, Sprint and T-Mobile in the San Francisco/Silicon Valley region - and a small handful of other places around the country - I’ve stuck by Verizon Wireless because, for me, it offers the best coverage. The others were hit or miss around the region, though Sprint and T-Mobile were strong contenders. For me, AT&T isn’t in the race (which also means I don’t own an iPhone.)

For a long time, I’ve been advising friends and family (and even readers of this blog) to shop the service instead of shopping the phone. It can be the coolest and sexiest device in the world - but if the service sucks, what’s the use?

Of course, with the carriers offering 30-day no-obligation trials of their devices and service, I would strongly encourage phone shoppers to take a test run first. At least you know what you’re getting yourself into before you get locked into a two-year contract.

Comments

[Geddy:]

No surprise here...

Sep 03 03:53 PM

[Dont Buy It:]

I have to disagree....I work for a wireless drive testing company and we do Competitive Quality drives mulitiple times a year in the Philadelphia market and AT&T comes out on top 90% of the time. I believe Verizon gets a lot of points right off teh bat because everyone just expects them to be good but really it depends on where you live. I'm not saying they arent good in places but I can tell you they are not good everywhere....and to place top in 5 of 6 areas seems a bit haughty to me.

Sep 03 04:14 PM

[CGP:]

@Dont Buy It:

- Can you quantify what "on top 90% of the time" means? (see criteria in the article)

- Is your job with the test co. a full time job? Do you test exclusively in the Phila. area? If not, what is your experience in other areas (please detail which if so)

- I think it's a given no carrier has uniform quality over 100% of its' coverage area but why would top placement in 5 of 6 areas be a subjective comment? (e.g. "haughty")

Sep 03 05:06 PM

[Nettligent:]

Read the contract before you sign. Check a Monthly Bill because it changes with hidden fees. Cellphone will only work with Verizon. Now Verizon wants you to pay for data service which you hardly use and too slow. You stuck.
Watch out everything Verizon promises to you and always doublecheck.
I wish Apple to offer iPHONES to all worldwide customers and let them choose service providers. Win-win for all customers.

Sep 04 05:31 AM

[Nextel Acce...:]

AT&T network is really not very good, I see them losing subscribers.

Sep 04 08:23 AM

[buoy:]

Looks like the carriers have their work cut out for them. Better get "on it."

Sep 04 09:00 AM

[imslj:]

Verizon is in a great position to grow but, they must keep their pricing in check! Quality of Service and Pricing are the top key points for me and that's why I choose Sprint (CDMA) network. I don't want any part of their Nextel IDEN crappy network!

Sep 04 09:33 AM

[Eeeee:]

I have had Nextel iDEN going on 8 years and the voice quality in all the cities I have used my Nextel Motorola phones has been the best. When my relatives or friends call me with their Verizon, Sprint, ATT, or TMobile phones it is obvious to me in that the voice quality is always inferior to that provided by the iDEN Nextel technology

Sep 04 12:54 PM

[Eeeee:]

Another thing: Verizon does brainwashing on their commercials and silly people buy into it regarding their vaunted "network" It is nothing but advertising.
Until we have truth in advertising gullible people will continue to recite what they hear with no basis in fact...

Sep 04 12:56 PM