Failure to Load: More Device Usage by Wireless Customers Means More Streaming and Data Problems, J.D. Power Finds

Verizon Wireless Ranks Highest in Five Regions; AT&T Ranks Highest in One Region

As wireless customers continue to increase their phone and device usage, more problems in network quality are being cited and the perception of network quality is declining. The most common reported problem is slow or failure to load content, according to the J.D. Power 2022 U.S. Wireless Network Quality Performance Study^SM—Volume 2, released today.

“An uptick in wireless and device usage was bound to catch up to network quality,” said Ian Greenblatt, managing director at J.D. Power. “Wireless customers are increasingly adept in data usage and streaming, meaning they’re less inspired and more aware of problems. While the number of problems is significantly lower when 5G is available, the most influential problems on network quality ratings continue to be streaming audio and video quality, low loading times and calls not going through.”

Study Results

Verizon Wireless ranks highest in five regions evaluated in the study, achieving the fewest network quality problems per 100 connections (PP100) in call quality; messaging quality; and data quality in the Mid-Atlantic, North Central, Northeast, Southeast and West regions.

AT&T ranks highest or is tied in all factors in the Southwest region with a score of 11 PP100, achieving the fewest network quality problems in call quality in the region.

See the rank charts for each region at http://www.jdpower.com/pr-id/2022080.

The 2022 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 34,174 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 also measures the network performance of tablets and mobile broadband devices. The study was fielded from January through June 2022.

For more information about the U.S. Wireless Network Quality Performance Study, visit https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.

About J.D. Power

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

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

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