Wireless Phone Service
Capturing crucial data for wireless phone service providers
Gain access to strategic competitive data for the full industry cohort across all benchmarks and become an ACSI client today.
WIRELESS PHONE
SERVICE
Drive customer loyalty and grow your subscriber base with full access to the brand-level performance of wireless phone service providers. ACSI’s proprietary methodology and diagnostic modeling enables you to prioritize improvements that yield the greatest ROI.
At a glance:
Wireless Phone Service
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Inaugural year:
2004
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Updated:
annually
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Most recent data:
2024
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Companies:
4 major companies, plus aggregate of smaller service providers
Satisfaction Benchmarks by Industry
Wireless Phone Service
| Industry | 2023 | 2024 | % CHANGE |
|---|---|---|---|
| Wireless Phone Service | 74 | 76 | 3% |
Satisfaction Benchmarks by Company
Mobile Network Operators
| Anchor Link | Company | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Mobile Network Operators Overall | 74 | 76 | 3% | |
| #att | AT&T | 75 | 78 | 4% |
| #t-mobile | T-Mobile | 74 | 77 | 4% |
| #u-s-cellular | U.S. Cellular | 70 | 74 | 6% |
| #verizon | Verizon | 73 | 74 | 1% |
Satisfaction Benchmarks by Company
Full-Service and Value MVNOs
| Anchor Link | Company | 2023 | 2024 | % CHANGE | Wireless Service Type |
|---|---|---|---|---|---|
| Full-Service MVNOs Overall | 74 | 76 | 3% | Full-Service MVNOs | |
| Spectrum Mobile (Charter Communications) | 75 | 79 | 5% | Full-Service MVNOs | |
| #xfinity-mobile-comcast | Xfinity Mobile (Comcast) | 74 | 78 | 5% | Full-Service MVNOs |
| #cricket-wireless-att | Cricket Wireless (AT&T) | 76 | 77 | 1% | Full-Service MVNOs |
| #metro-by-t-mobile | Metro by T-Mobile | 76 | 76 | 0% | Full-Service MVNOs |
| #boost-mobile | Boost Mobile | 71 | 74 | 4% | Full-Service MVNOs |
| Value MVNOs Overall | 77 | 80 | 4% | Value MVNOs | |
| #consumer-cellular | Consumer Cellular | 82 | 85 | 4% | Value MVNOs |
| #mint-mobile | Mint Mobile | 79 | 83 | 5% | Value MVNOs |
| #tracfone-verizon | Tracfone (Verizon) | 76 | 80 | 5% | Value MVNOs |
| #straight-talk-verizon | Straight Talk (Verizon) | 77 | 79 | 3% | Value MVNOs |
| #google-fi | Google Fi | 76 | 77 | 1% | Value MVNOs |
| All Others (Full-Service and Value MVNOs) | 72 | 75 | 4% | All Others |
Mobile Network Operator Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Quality of mobile app | 81 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 84 |
| Call quality (clarity, strength) | 79 | 82 |
| Courtesy and helpfulness of store/service center staff | 81 | 82 |
| Network coverage | 78 | 82 |
| Website satisfaction | 79 | 82 |
| Ease of understanding bill | 78 | 81 |
| Call reliability (dropped-call frequency) | 77 | 80 |
| Data upload/download speed and reliability | 77 | 80 |
| Variety of wireless voice and/or data plans available | 78 | 80 |
| Speed of store/service center transaction | 77 | 79 |
| Call center satisfaction | 71 | 75 |
Full-Service MVNO Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Ease of understanding bill | 80 | 81 |
| Quality of mobile app | 80 | 80 |
| Reliability of mobile app (minimal down time, crashes, lags) | 78 | 80 |
| Website satisfaction | 78 | 80 |
| Call quality (clarity, strength) | 78 | 79 |
| Network coverage | 76 | 78 |
| Variety of wireless voice and/or data plans available | 77 | 78 |
| Call reliability (dropped-call frequency) | 75 | 77 |
| Courtesy and helpfulness of store/service center staff | 78 | 77 |
| Data upload/download speed and reliability | 75 | 75 |
| Speed of store/service center transaction | 76 | 75 |
| Call center satisfaction | 70 | 69 |
Value MVNO Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Ease of understanding bill | 83 | 85 |
| Quality of mobile app | 81 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 84 |
| Call quality (clarity, strength) | 79 | 83 |
| Website satisfaction | 79 | 83 |
| Call reliability (dropped-call frequency) | 77 | 82 |
| Network coverage | 78 | 82 |
| Variety of wireless voice and/or data plans available | 79 | 82 |
| Data upload/download speed and reliability | 75 | 80 |
| Call center satisfaction | 71 | 75 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected between April 2023 and March 2024