Wireless Phone Service

The ACSI has nearly two decades of experience analyzing customer satisfaction with wireless phone service carriers in the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with their wireless phone service. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Wireless Phone Service Benchmarks »

ACSI Wireless Phone Service and Cell Phone Study 2020-2021 »

Wireless Phone Service Brand Study

For the wireless phone service industry, customer satisfaction is also measured at the brand level, 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: 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

Wireless Phone Service Customer Experience Benchmarks

For the wireless phone service industry, the ACSI captures customer opinions about critical elements of the customer experience across three categories (mobile network operators, full-service MVNOs, and value MNVOs). Key aspects of the customer experience include:

    • Range of plans
    • Call quality (clarity, strength)
    • Dropped calls
    • Network coverage
    • Data speed
    • Understanding the bill
    • Store/service center staff courtesy and helpfulness
    • Store/service center transaction speed
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

For mobile network operators, the ACSI also provides a unique rating of network quality based on customer evaluations of call quality (clarity and strength), call reliability (dropped calls), network coverage, and data speed.

wireless_telephone_service_mobile_network_operators_network_quality

The ACSI Client Advantage

Wireless phone industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential wireless phone industry data spanning nearly two decades, with over 30 data points per year for the largest service providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Wireless phone clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

The ACSI also generates a measure of customer spending for the wireless telephone service industry. The Customer Value Segment Model makes it possible to distinguish customer groups based on how much each spends on wireless, along with differences in satisfaction and loyalty. The model then pinpoints the segments for which the financial return from investing in better customer satisfaction is the strongest.

X

You are now leaving the ACSI website

You are now leaving the ACSI website and entering the Exponential ETFs Advisor website. By providing this link, we are not making any representation, warranty or endorsement about the website and we are not providing you with investment advice or offering securities for sale to you. Click here to continue to the Exponential ETFs website.

X

You are now leaving the ACSI website

You are now leaving the ACSI website and entering the American Customer Satisfaction Core Alpha ETF website. By providing this link, we are not making any representation, warranty or endorsement about the website and we are not providing you with investment advice or offering securities for sale to you. Click here to continue to the American Customer Satisfaction Core Alpha ETF website.