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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

  • Inaugural year:

    2004

  • Updated:

    annually

  • Most recent data:

    2025

  • Companies:

    4 mobile network operators, 11 MVNOs, plus aggregate of smaller service providers

Satisfaction Benchmarks by Industry

Wireless Phone Service
Industry 2024 2025 % CHANGE
Wireless Phone Service 76 75 -1%


Satisfaction Benchmarks by Company

Mobile Network Operators
Anchor Link Company 2024 2025 % CHANGE
Mobile Network Operators Overall 76 75 -1%
#t-mobile T-Mobile 77 76 -1%
#verizon Verizon 74 75 1%
#att AT&T 78 74 -5%
#u-s-cellular U.S. Cellular 74 72 -3%


Satisfaction Benchmarks by Company

Full-Service and Value MVNOs
Anchor Link Company 2024 2025 % CHANGE Wireless Service Type
Full-Service MVNOs Overall 76 74 -3% Full-Service MVNOs
#spectrum-mobile-charter-communications Spectrum Mobile (Charter Communications) 79 78 -1% Full-Service MVNOs
#cricket-wireless-att Cricket Wireless (AT&T) 77 76 -1% Full-Service MVNOs
#metro-by-t-mobile Metro by T-Mobile 76 75 -1% Full-Service MVNOs
#xfinity-mobile-comcast Xfinity Mobile (Comcast) 78 75 -4% Full-Service MVNOs
#boost-mobile Boost Mobile 74 71 -4% Full-Service MVNOs
Value MVNOs Overall 80 78 -3% Value MVNOs
#consumer-cellular Consumer Cellular 85 82 -4% Value MVNOs
#mint-mobile Mint Mobile 83 79 -5% Value MVNOs
#straight-talk-verizon Straight Talk (Verizon) 79 78 -1% Value MVNOs
#tracfone-verizon Tracfone (Verizon) 80 77 -4% Value MVNOs
#google-fi Google Fi 77 72 -6% Value MVNOs
#total-wireless-verizon Total Wireless (Verizon) NA 72 NA Value MVNOs
All Others (Full-Service and Value MVNOs) 75 75 0% All Others

NA – Not Available

Mobile Network Operator Benchmarks

Customer Experience Benchmarks Year-Over-Year Category Trends
Benchmarks 2024 2025
Courtesy and helpfulness of store/service center staff 82 82
Quality of mobile app 84 82
Reliability of mobile app (minimal down time, crashes, lags) 84 82
Website satisfaction 82 81
Call quality (clarity, strength) 82 80
Network coverage 82 79
Speed of store/service center transaction 79 79
Variety of wireless voice and/or data plans available 80 79
Call reliability (dropped-call frequency) 80 78
Ease of understanding bill 81 78
Data upload/download speed and reliability 80 77
Call center satisfaction 75 72


Full-Service MVNO Benchmarks

Customer Experience Benchmarks Year-Over-Year Category Trends
Benchmarks 2024 2025
Quality of mobile app 80 80
Courtesy and helpfulness of store/service center staff 77 79
Ease of understanding bill 81 79
Reliability of mobile app (minimal down time, crashes, lags) 80 79
Website satisfaction 80 79
Call quality (clarity, strength) 79 77
Speed of store/service center transaction 75 77
Variety of wireless voice and/or data plans available 78 77
Network coverage 78 75
Call reliability (dropped-call frequency) 77 74
Data upload/download speed and reliability 75 74
Call center satisfaction 69 70


Value MVNO Benchmarks

Customer Experience Benchmarks Year-Over-Year Category Trends
Benchmarks 2024 2025
Ease of understanding bill 85 83
Reliability of mobile app (minimal down time, crashes, lags) 84 82
Quality of mobile app 84 81
Call quality (clarity, strength) 83 80
Website satisfaction 83 80
Call reliability (dropped-call frequency) 82 79
Network coverage 82 79
Variety of wireless voice and/or data plans available 82 79
Data upload/download speed and reliability 80 77
Call center satisfaction 75 71


 

Industry averages are weighted by companies’ market shares.
2025 results based on data collected between April 2024 and March 2025

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