One Problem with Smartphones: More Dropped Calls

U.S. wireless customer experience of wireless call quality has dropped over the last six months, according to J.D. Power and Associates.

Over the past six months, customer-reported call quality problems have increased significantly, from 11 problems per 100 calls in 2009 to 13 problems per 100 in the most recent study.

Dropped calls are on the rise, from four problem per 100 calls six months ago to six problems per 100 calls in the latest survey.

On average, smartphone customers experience problems at a rate that is 6 PP100 greater than problems experienced by traditional handset customers. In addition, smartphone customers are nearly three times more likely to experience dropped calls than are traditional mobile phone customers.

"Interestingly enough, consumers using less sophisticated (more traditional) handsets were nearly three times less likely to experience a dropped call than their smartphone counterparts," says J.D. Power.

A rational person might say those findings support the claims made by testing organizations that smartphone design can, and apparently does, have an impact on the ability of such devices to maintain calls, either because of mobile Web signaling interference or even smartphone design issues.

Frustration with call quality is often a leading reason why consumers choose to switch mobile carriers, J.D. Power notes. The study results show a PP100 rate six times as great (42 PP100 vs. 8 PP100) for consumers who report they “definitely will switch” providers in the next twelve months when compared to users who report they will “definitely not switch” carriers.