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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

  • Inaugural year:

    2004

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    5 major companies, plus aggregate of smaller service providers

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%

Wireless Phone Service Benchmarks

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 Brand

Mobile Network Operators

Brands Parent 2021 2022 % Change
Mobile Network Operators 73 73 0.0%
T-Mobile T-Mobile 72 74 3%
AT&T AT&T 74 73 -1%
Verizon Verizon 74 73 -1%
U.S. Cellular U.S. Cellular 69 71 3%

Mobile Network Operator Benchmarks

Customer Experience Benchmarks Year-Over-Year 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

Full-Service MVNOs

Brands Parent 2021 2022 % Change
Full-Service MVNOs 73 73 0.0%
Optimum Mobile Altice USA NM 77 NA
Cricket Wireless AT&T Mobility 75 76 1%
Xfinity Mobile Comcast 78 76 -3%
Metro by T-Mobile T-Mobile 74 74 0%
Spectrum Mobile Charter Communications 75 74 -1%
Boost Mobile DISH Network 71 71 0%

NM – Not measured  NA – Not available

Full-Service MVNO Benchmarks

Customer Experience Benchmarks Year-Over-Year 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

Value MVNOs

Brands Parent 2021 2022 % Change
Value MVNOs 75 75 0.0%
Consumer Cellular Consumer Cellular 77 78 1%
Straight Talk Wireless TracFone Wireless 76 76 0%
Tracfone TracFone Wireless 75 76 1%
Walmart Family Mobile TracFone Wireless 69 74 7%
Simple Mobile TracFone Wireless 71 73 3%
Total Wireless TracFone Wireless 75 73 -3%
SafeLink Wireless TracFone Wireless 73 72 -1%
Assurance Wireless T-Mobile 67 70 4%
Q Link Wireless Q Link Wireless 68 68 0%

Value MVNO Benchmarks

Customer Experience Benchmarks Year-Over-Year 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

Connect With ACSI

Connect With ACSI

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