Benchmarks by Wireless Phone Service Brand

The American Customer Satisfaction Index independently measures customer satisfaction with wireless phone service carriers in the U.S. market. The customer satisfaction benchmarks are based on randomly sampled interviews with customers of major mobile network operators, full-service mobile virtual network operators (MVNOs), and value MVNOs. The study expands ACSI coverage of wireless phone services to provide ACSI clients with detailed customer satisfaction data at the brand level for competitive analysis of this dynamic industry.

Wireless Phone Service and Cell Phone 2020-2021 Press Release »
Wireless Phone Service and Cell Phone Study 2020-2021 »

May 18, 2021

Wireless Phone Service: ACSI (0-100 Scale) 2020 2021 % Change
       
Mobile Network Operators 73 73 0.0%
AT&T 73 74  1%
Verizon 74 74  0%
T-Mobile 76 72 -5%
U.S. Cellular 71 69 -3%
       
Full-Service MVNOs 75 73 -2.7%
Xfinity Mobile 79 78 -1%
Cricket Wireless 76 75 -1%
Spectrum Mobile NM 75  NA
Metro by T-Mobile 74 74  0%
Boost Mobile 74 71 -4%
Value MVNOs 77 75 -2.6%
Consumer Cellular 83 77 -7%
Straight Talk Wireless 78 76 -3%
Total Wireless NM 75  NA
Tracfone 76 75 -1%
SafeLink Wireless 71 73  3%
Simple Mobile NM 71  NA
Walmart Family Mobile NM 69  NA
Q Link Wireless 66 68  3%
Assurance Wireless NM 67  NA

NM=Not Measured
NA=Not Available

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