Wireless Phone Service
Capturing crucial data for wireless phone service companies and brands
Access data across three wireless categories for detailed competitive analysis and accurate benchmarking.
WIRELESS PHONE
SERVICE
The evolution of wireless phone service is important because consumer behavior is changing very quickly. ACSI helps companies prioritize improvements to ensure they are making investments to realize the greatest ROI—in customer experience, loyalty, subscriber growth, and other critical areas.
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:
2022
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Companies:
5 major companies, plus aggregate of smaller service providers
Benchmarks by Industry
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Quality of mobile app | 80 | 80 |
| Courtesy and helpfulness of store/service center staff | 79 | 79 |
| Ease of understanding bill | 78 | 79 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 79 |
| Call quality (clarity, strength) | 78 | 78 |
| Website satisfaction | 79 | 78 |
| Network coverage | 77 | 77 |
| Range of wireless voice and/or data plans available | 77 | 77 |
| Speed of store/service center transaction | 77 | 77 |
| Call reliability (dropped-call frequency) | 75 | 75 |
| Data upload/download speed and reliability | 76 | 75 |
| Call center satisfaction | 71 | 71 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Wireless Phone Service
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Wireless Phone Service | 74 | 73 | -1.4% |
| TracFone Wireless (Verizon) | 75 | 75 | 0% |
| AT&T | 74 | 74 | 0% |
| All Others | 73 | 73 | 0% |
| T-Mobile | 73 | 73 | 0% |
| Verizon | 74 | 73 | -1% |
| U.S. Cellular | 69 | 71 | 3% |
Benchmarks by Brand
Customer Experience Benchmarks Year-Over-Year Mobile Network Operator Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Courtesy and helpfulness of store/service center staff | 80 | 80 |
| Quality of mobile app | 80 | 80 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 80 |
| Call quality (clarity, strength) | 78 | 79 |
| Website satisfaction | 79 | 78 |
| Ease of understanding bill | 76 | 77 |
| Network coverage | 77 | 77 |
| Range of wireless voice and/or data plans available | 77 | 77 |
| Speed of store/service center transaction | 77 | 77 |
| Call reliability (dropped-call frequency) | 75 | 76 |
| Data upload/download speed and reliability | 76 | 76 |
| Call center satisfaction | 71 | 72 |
Satisfaction Benchmarks by Brand
Mobile Network Operators
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Mobile Network Operators | 73 | 73 | 0.0% |
| T-Mobile | 72 | 74 | 3% |
| AT&T | 74 | 73 | -1% |
| Verizon | 74 | 73 | -1% |
| U.S. Cellular | 69 | 71 | 3% |
Benchmarks by Brand
Customer Experience Benchmarks Year-Over-Year Full-Service MVNO Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Ease of understanding bill | 80 | 80 |
| Quality of mobile app | 80 | 80 |
| Courtesy and helpfulness of store/service center staff | 77 | 78 |
| Reliability of mobile app (minimal down time, crashes, lags) | 78 | 78 |
| Website satisfaction | 78 | 78 |
| Call quality (clarity, strength) | 77 | 77 |
| Speed of store/service center transaction | 77 | 77 |
| Range of wireless voice and/or data plans available | 76 | 76 |
| Network coverage | 76 | 75 |
| Call reliability (dropped-call frequency) | 74 | 73 |
| Data upload/download speed and reliability | 74 | 73 |
| Call center satisfaction | 70 | 70 |
Satisfaction Benchmarks by Brand
Full-Service MVNOs
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Full-Service MVNOs | 73 | 73 | 0.0% |
| Optimum Mobile | NM | 77 | NA |
| Cricket Wireless | 75 | 76 | 1% |
| Xfinity Mobile | 78 | 76 | -3% |
| Metro by T-Mobile | 74 | 74 | 0% |
| Spectrum Mobile | 75 | 74 | -1% |
| Boost Mobile | 71 | 71 | 0% |
NM – Not measured NA – Not available
Benchmarks by Brand
Customer Experience Benchmarks Year-Over-Year Value MVNO Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Ease of understanding bill | 83 | 83 |
| Call quality (clarity, strength) | 78 | 79 |
| Quality of mobile app | 77 | 78 |
| Range of wireless voice and/or data plans available | 77 | 78 |
| Reliability of mobile app (minimal down time, crashes, lags) | 77 | 78 |
| Speed of store/service center transaction | 79 | 78 |
| Website satisfaction | 78 | 78 |
| Courtesy and helpfulness of store/service center staff | 76 | 77 |
| Network coverage | 76 | 77 |
| Call reliability (dropped-call frequency) | 75 | 76 |
| Data upload/download speed and reliability | 73 | 74 |
| Call center satisfaction | 68 | 70 |
Satisfaction Benchmarks by Brand
Value MVNOs
| Company | 2021 | 2022 | % Change |
|---|---|---|---|
| Value MVNOs | 75 | 75 | 0.0% |
| Consumer Cellular | 77 | 78 | 1% |
| Straight Talk Wireless | 76 | 76 | 0% |
| Tracfone | 75 | 76 | 1% |
| Walmart Family Mobile | 69 | 74 | 7% |
| Simple Mobile | 71 | 73 | 3% |
| Total Wireless | 75 | 73 | -3% |
| SafeLink Wireless | 73 | 72 | -1% |
| Assurance Wireless | 67 | 70 | 4% |
| Q Link Wireless | 68 | 68 | 0% |