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J.D. Power and Associates Reports: Rising Network Quality Issues Prompt a Higher Number of Calls among Wireless Business Customers To Report Problems

WESTLAKE VILLAGE, Calif. April 26, 2012

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very small segment business customers small/medium segment business customers

In the past six-month period, 83 percent of all business wireless customers have contacted their current carrier with a problem or a question, an increase from 76 percent in 2011. The primary cause for the increase in problems or questions is due to a rise in the number of employee complaints regarding network quality issues, particularly connection issues such as dropped/disconnected calls and Internet/email failures.

Among customers contacting their carrier with a problem, 27 percent of small/medium segment business customers have reported problems with dropped/disconnected calls, compared with only 19 percent in 2011—a 30 percent increase, year over year. In addition, 18 percent of small/medium segment business customers have reported issues with Internet/email failure, which is nearly double the rate in 2011 (10%). One of the key differences in the increase in network quality issues is that business customers have higher numbers of employees using data-related services plans, especially high-speed broadband offerings. Overall, the rate of all business segments using data plans has increased to 82 percent in 2012 from 67 percent in 2011. In fact, 27 percent of business customers indicate they have subscribed to mobile broadband data plans this year.

Kirk Parsons

Meeting or exceeding the service expectations of business customers is critical. Among business customers who experience network connection issues, the percentage of those who will most likely switch providers in the next 12 months is nearly three times higher than the study average (34% vs. 12%, respectively).

"Due to varying degrees of consistency in overall network performance, it’s critical that wireless carriers continue to invest in addressing both the voice quality and data connection-related issues that business customers continue to experience," said Parsons.


"As more business customers leverage a high-speed 4G network, more are reporting issues with its performance. These reported performance issues highlight that 4G networks are still new and being introduced in markets throughout the country. In some cases, the network is not even available in the business’ area," said Parsons. "Carriers have a challenge in stabilizing and expanding the network to help improve the overall experience for their growing 4G customer base."


T-Mobile closely follow Verizon Wireless in both the very small business and small/medium business segments.

The study also finds the following key business wireless usage patterns:

  • In 2012, 33 percent of business customers have purchased handsets for their employees, but allow them to choose from a selected group of models, compared with 19 percent in 2010.
  • Just 8 percent of business customers have experienced mobile security issues within the past six months. The study finds little additional negative impact on mobile security when businesses policies allow employees to use their personal device.

October 2011 February 2012

JDPower.com

(Based on a 1,000-point scale)

J.D. Power.com Power Circle Ratings

For Consumers

Verizon Wireless

697

5

Sprint Nextel

689

4

T-Mobile

682

4

VSB Average

676

3

AT&T

639

2

Small/Midsize Business Segment

Overall Business Wireless Index Rankings

J.D. Power.com Power Circle Ratings

(Based on a 1,000-point scale)

For Consumers

Verizon Wireless

690

5

Sprint Nextel

673

3

SMB Average

671

3

T-Mobile

666

3

AT&T

640

2


Westlake Village, Calif. car reviews and ratings car insurance health insurance cell phone ratings JDPower.com


September 12, 2011 $6.2 billion http://www.mcgraw-hill.com/

 

J.D. Power and Associates Media Relations Contacts:
John Tews Troy, Mich. [email protected]
Westlake Village, Calif. [email protected]

www.jdpower.com/corporate

SOURCE J.D. Power and Associates

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