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:
2023
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Companies:
4 major companies, plus aggregate of smaller service providers
Satisfaction Benchmarks by Industry
Wireless Phone Service
| Industry | 2022 | 2023 | % Change |
|---|---|---|---|
| Wireless Phone Service | 73 | 74 | 1% |
2023 results based on data collected April 2022 – March 2023.
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2022 | 2023 | % Change |
|---|---|---|---|---|
| 0 | Mobile Network Operators | 73 | 74 | 1% |
| 1 | AT&T | 73 | 75 | 3% |
| 1 | T-Mobile | 74 | 74 | 0% |
| 1 | Verizon | 73 | 73 | 0% |
| 1 | U.S. Cellular | 71 | 70 | -1% |
2023 results based on data collected April 2022 – March 2023.
Satisfaction Benchmarks by Company
Full-Service MVNOs
| Company | 2022 | 2023 | % Change |
|---|---|---|---|
| Full-Service MVNOs | 73 | 74 | 1% |
| Cricket Wireless (AT&T) | 76 | 76 | 0% |
| Metro by T-Mobile | 74 | 76 | 3% |
| Spectrum Mobile (Charter Communications) | 74 | 75 | 1% |
| Xfinity Mobile (Comcast) | 76 | 74 | -3% |
| Boost Mobile (Dish Network) | 71 | 71 | 0% |
2023 results based on data collected April 2022 – March 2023.
Satisfaction Benchmarks by Company
Value MVNOs
| Company | 2022 | 2023 | % Change |
|---|---|---|---|
| Value MVNOs | 75 | 77 | 3% |
| Consumer Cellular | 78 | 82 | 5% |
| Mint Mobile | NM | 79 | NA |
| Straight Talk Wireless (Verizon) | 76 | 77 | 1% |
| Google Fi | NM | 76 | NA |
| Tracfone (Verizon) | 76 | 76 | 0% |
| Walmart Family Mobile (Verizon) | 74 | 74 | 0% |
| Simple Mobile (Verizon) | 73 | 70 | -4% |
2023 results based on data collected April 2022 – March 2023.
NM – Not measured NA – Not available
Satisfaction Benchmarks by Company
Wireless Phone Service
| Company | 2022 | 2023 | % Change |
|---|---|---|---|
| All Others (Full-Service and Value MVNOs) | 73 | 72 | -1% |
2023 results based on data collected April 2022 – March 2023.
Mobile Network Operator Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Courtesy and helpfulness of store/service center staff | 80 | 81 |
| Quality of mobile app | 80 | 81 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 80 |
| Call quality (clarity, strength) | 79 | 79 |
| Website satisfaction | 78 | 79 |
| Ease of understanding bill | 77 | 78 |
| Network coverage | 77 | 78 |
| Variety of wireless voice and/or data plans available | 77 | 78 |
| Call reliability (dropped-call frequency) | 76 | 77 |
| Data upload/download speed and reliability | 76 | 77 |
| Speed of store/service center transaction | 77 | 77 |
| Call center satisfaction | 72 | 71 |
Industry averages are weighted by companies’ market shares.
Full-Service MVNO Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Ease of understanding bill | 80 | 80 |
| Quality of mobile app | 80 | 80 |
| Call quality (clarity, strength) | 77 | 78 |
| Courtesy and helpfulness of store/service center staff | 78 | 78 |
| Reliability of mobile app (minimal down time, crashes, lags) | 78 | 78 |
| Website satisfaction | 78 | 78 |
| Variety of wireless voice and/or data plans available | 76 | 77 |
| Network coverage | 75 | 76 |
| Speed of store/service center transaction | 77 | 76 |
| Call reliability (dropped-call frequency) | 73 | 75 |
| Data upload/download speed and reliability | 73 | 75 |
| Call center satisfaction | 70 | 70 |
Value MVNO Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Ease of understanding bill | 83 | 83 |
| Quality of mobile app | 78 | 81 |
| Reliability of mobile app (minimal down time, crashes, lags) | 78 | 80 |
| Call quality (clarity, strength) | 79 | 79 |
| Variety of wireless voice and/or data plans available | 78 | 79 |
| Website satisfaction | 78 | 79 |
| Network coverage | 77 | 78 |
| Call reliability (dropped-call frequency) | 76 | 77 |
| Data upload/download speed and reliability | 74 | 75 |
| Call center satisfaction | 70 | 71 |