- Energy Utilities
- Health Care
- Consumer Shipping and Mail
- Telecommunications and Information
- Finance and Insurance
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 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%|
|Metro by T-Mobile||74||74||0%|
|Straight Talk Wireless||78||76||-3%|
|Walmart Family Mobile||NM||69||NA|
|Q Link Wireless||66||68||3%|
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
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.
The ACSI Client Advantage
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.
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