Call Quality Should Continue to be High Priority for Wireless Carriers, J.D. Power Finds

January 26, 2021 8:00 AM EST

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Verizon Wireless Ranks Highest in Wireless Network Quality Across All Six Regions

TROY, Mich.--(BUSINESS WIRE)-- Although network performance and reliability remain the highest prioritization of network traffic for wireless carriers, wireless carriers should also continue to prioritize network traffic to call quality, as call issues remain the most-often-cited problem, according to the J.D. Power 2021 U.S. Wireless Network Quality Performance Study—Volume 1, released today, Call issues account for 12 problems per 100 mobile device connections (PP100).

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J.D. Power 2021 U.S. Wireless Network Quality Performance Studies - Volume 1 (Graphic: Business Wire)

J.D. Power 2021 U.S. Wireless Network Quality Performance Studies - Volume 1 (Graphic: Business Wire)

“Mobile phones have evolved from their roots as a voice-only product to provide incredible network-connected, app-driven experiences,” said Ian Greenblatt, managing director at J.D. Power. “While there is room for an identifiable boost in call quality satisfaction, the hardware of modern phones are not the culprit of call quality problems: ensuring the prioritization of call quality within network traffic will improve their voice experiences, and with it, overall satisfaction.”

Study Rankings

Verizon Wireless ranks highest in all six regions covered in the study, achieving the lowest network quality problems per 100 connections (PP100) in call quality, messaging quality and data quality in each region.

The 2021 U.S. Wireless Network Quality Performance Study—Volume 1 is based on responses from 33,293 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones. The study was fielded from July through December 2020.

For more information about the U.S. Wireless Network Quality Performance Study, visit

See the online press release at

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power is headquartered in Troy, Mich., and has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit The J.D. Power auto shopping tool can be found at

About J.D. Power and Advertising/Promotional Rules

Media Relations Contacts
Geno Effler, J.D. Power; West Coast; 714-621-6224;
Shane Smith; East Coast; 424-903-3665;
Sandra Gharib, SurveyMonkey;

Source: J.D. Power

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