A J.D. Power study reveals that wireless network problems have risen, with 11 issues per 100 uses in early 2024, up from nine. Gen X and Y users spend an average of eight hours every two days on their phones, primarily for streaming, gaming, and browsing. With a 40-minute increase in usage from the prior year, Carl Lepper of J.D. Power stresses the importance of network quality, noting it is the second most common reason customers leave their carrier after price. The study assesses regional carrier performance and highlights rising challenges due to increased demand.
Streaming has become ubiquitous and is straining networks. Network quality is a critical factor in the customer journey, specifically the second highest reason why they choose to leave their carrier and join another, behind price.
As we have been experiencing this generational trend of increased usage, especially for streaming, gaming, and browsing, networks need to prioritize network quality.
The 2025 U.S. Wireless Network Quality Performance Study found that Gen X and Gen Y subscribers use phones an average of eight hours every two days. Most of the use is for streaming, gaming or browsing.
The study highlights varying issues among major carriers across different regions, revealing a significant increase in device usage and the corresponding rise in network problems reported.
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