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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:

    2024

  • 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
Company 2023 2024 % CHANGE
Mobile Network Operators Overall 74 76 3%
AT&T 75 78 4%
T-Mobile 74 77 4%
U.S. Cellular 70 74 6%
Verizon 73 74 1%


Satisfaction Benchmarks by Company

Full-Service and Value MVNOs
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) 74 78 5% Full-Service MVNOs
Cricket Wireless (AT&T) 76 77 1% Full-Service MVNOs
Metro by T-Mobile 76 76 0% Full-Service MVNOs
Boost Mobile (Dish Network) 71 74 4% Full-Service MVNOs
Value MVNOs Overall 77 80 4% Value MVNOs
Consumer Cellular 82 85 4% Value MVNOs
Mint Mobile 79 83 5% Value MVNOs
Tracfone (Verizon) 76 80 5% Value MVNOs
Straight Talk (Verizon) 77 79 3% Value MVNOs
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

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