Wireless Customers Experience Fewer Streaming and Data Problems as Device Usage Soars, J.D. Power Finds

 

The average U.S. wireless customer now spends 110 minutes per day using their phone, a 5-minute increase from January of this year. Despite the increased usage on everything from streaming audio to browsing content to gaming, the J.D. Power 2021 U.S. Wireless Network Quality Performance Study℠—Volume 2, released , finds that data and streaming problems have decreased.

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“Ultimately, what we’re seeing is a combination of improvements from carriers and manufacturers and an increasing level of sophistication among consumers when it comes to getting the most from their wireless devices.”

“It’s no surprise that customers are spending more time than ever on their phones, but the fact that this increase is occurring without a corresponding increase in cited network quality problems is an encouraging development for the industry,” said Ian Greenblatt, managing director at J.D. Power. “Ultimately, what we’re seeing is a combination of improvements from carriers and manufacturers and an increasing level of sophistication among consumers when it comes to getting the most from their wireless devices.”

Study Results

Verizon Wireless ranks highest in all six 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, Southwest and West regions.

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The 2021 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 32,403 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 2021.