Category: Technology, Media & TelecomUnited States

Telecom Provider Mobile Apps Deliver Strong Customer Experience, but Websites Fall Short, JD Power Finds

2026-03-18

jillian.breska

• Mobile apps make logging in easier, which boosts satisfaction
• Gap between web and app satisfaction wider in telecom industry than in insurance industry
• Top providers make account info and navigation clear and easy

TROY, Mich.: 18 March. 2026 — As more telecom customers manage their accounts digitally, mobile apps and websites have become the primary way to pay bills, check usage and make service changes. To better capture the digital experience offered by internet service providers and wireless carriers, the JD Power 2026 U.S. Telecom Digital Experience Study,^SM released today, evaluates customer perceptions of both mobile apps and websites, including desktop and mobile platforms. Overall customer satisfaction with the telecom digital experience this year is 659 (on a 1,000-point scale) among internet service providers and 654 among wireless carriers. 

“Mobile apps continue to set the standard for ease of use and satisfaction among telecom customers,” said Kristen Coffin, digital solutions analyst at JD Power. “Study results indicate that customers consistently rate mobile apps significantly higher than websites across both internet service providers and wireless carriers, driven in large part by features like biometric login and faster performance. While some providers are creating seamless, easy-to-navigate experiences for account management and billing, there remain clear opportunities for others to enhance website functionality and deliver a more consistent experience across all channels.”

Following are some key findings of the 2026 study:

• Mobile apps help relieve login friction: Comparing across digital channels, customer satisfaction with logging into mobile apps is notably higher compared with logging into websites. Among internet service providers, app login satisfaction averages 689, which is 42 points higher than website login satisfaction. Among wireless carriers, app login satisfaction averages 681, 38 points higher than website login satisfaction. A key driver of this gap is biometric authentication, which allows customers to quickly and easily access mobile apps, while website logins often require manual credentials. Maintenance issues and slow responsiveness also derail the website login experience across both segments.                           
• Telecom industry lags in delivering consistent digital experience across channels: While it is common for website experiences to trail those of native mobile apps in many industries, the gap is notably larger within the telecom industry. The overall customer satisfaction delta between apps and websites is 25 points among wireless carriers and 11 points among internet service providers, compared with just a 3-point gap in the insurance industry[1], for example. The findings suggest that while some telecom providers are successfully enhancing website experiences, there remain opportunities for others to improve functionality and usability, particularly for more complex tasks like changing account information or settings.
• Top performers prioritize visibility and easy navigation for account and billing information: The top performers in both study segments make key account information highly visible across digital channels, including current plan details, current balance and billing status. Additionally, there is clear navigation for changing plans, managing payments and accessing billing preferences.

Study Rankings

T-Mobile ranks highest in overall customer satisfaction among internet service providers, with a score of 695. AT&T (675) ranks second and Verizon (669) ranks third. 

Mint Mobile ranks highest in overall customer satisfaction among wireless carriers, with a score of 704. Spectrum Mobile (678) ranks second and Metro by T-Mobile and T-Mobile rank third in a tie, each with a score of 672.

The U.S. Telecom Digital Experience Study evaluates customer satisfaction with the digital experience provided by internet service providers and wireless carriers, inclusive of both apps and websites, based on four factors (in order of importance): design; system performance; tools/capabilities and information. The 2026 study is based on evaluations from 12,082 customers of eight internet service providers and 14 wireless carriers in the United States. The study was fielded from December 2025 to January 2026.

For more information about the U.S. Telecom Digital Experience Study, visit https://www.jdpower.com/business/telecom-digital-experience-study.

About JD Power

JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.

As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.

Media Relations Contacts

Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

¹JD Power 2025 U.S. Insurance Digital Experience Study^SM

 

Easy to Work With, Hard to Leave: Simplicity Drives Wireless Customer Loyalty, J.D. Power Finds

2026-01-30

• Ease matters: Customers who resolve issues with minimal effort report higher satisfaction, making easy problem resolution a loyalty driver in the J.D. Power 2026 U.S. Wireless Carrier Satisfaction Study ^SM — Volume 1.
• Speed wins: Fixing problems through digital contact methods in under 10 minutes brings higher satisfaction, proving fast support is a major retention advantage. 

TROY, Mich.: 29 Jan. 2026 — Wireless carrier satisfaction and loyalty are strongly linked to perceptions of ease of doing business, according to the J.D. Power 2026 U.S. Wireless Carrier Satisfaction Study,^SM — Volume 1. Customers who strongly agree that resolving a problem required minimal effort gave an ease-of-doing-business score of 786 (on a 1,000-point scale), compared to 554 for those who said otherwise. Additionally, customers who resolve issues in 10 minutes or less using a provider’s website or app report much higher satisfaction than those who take longer.

“Attracting customers with network quality and pricing is just the first step,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power. “True loyalty comes from how easy it is for customers to work with a carrier once they’re in the system, especially when it comes to resolving issues, managing bills and getting answers quickly. These experiences drive advocacy and long-term retention. When interactions are effortless, it shows in low churn and high satisfaction. For wireless carriers, the best strategy is simple: take care of the customers they already have.”

Study Rankings

T-Mobile ranks highest in the mobile network operators—postpaid segment for a second consecutive volume with a score of 631 (on a 1,000-point scale). The segment average is 603.

T-Mobile ranks highest in the mobile network operators—prepaid segment for a second consecutive volume with a score of 629. The segment average is 612.

Consumer Cellular ranks highest in the mobile virtual network operators—postpaid segment for a second consecutive volume with a score of 721. Google Fi Wireless (685) ranks second.

Mint Mobile ranks highest in the mobile virtual network operators—prepaid segment for a second consecutive volume with a score of 715. Visible by Verizon (702) ranks second and Cricket and Straight Talk Wireless (647) rank third in a tie.

The 2026 U.S. Wireless Carrier Satisfaction Study – Volume 1 is a combination of two former studies, the U.S. Wireless Customer Care Satisfaction Study and the U.S. Wireless Retail Experience Satisfaction Study. The study is based on feedback from 59,097 customers, capturing their experiences with their wireless service providers. The study evaluates performance across eight key dimensions: value for price paid; quality of service; level of trust; ease of doing business; people; product and service offerings; digital tools; and problem resolution. The study was fielded June through November 2025.

For more information about the U.S. Wireless Carrier Satisfaction Study, visit https://www.jdpower.com/business/wireless-carrier-satisfaction-study.

About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia J.D. Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Wireless Network Quality Continues to Drive Competition as Customer Demands Grow, JD Power Finds

2026-01-12

jillian.breska

TROY, Mich.: 15 Jan. 2026 — The U.S. wireless network continues to deliver strong performance and consistency across providers, with the industry reporting just 9 problems per 100 uses (PP100) or fewer over the past year, according to the JD Power 2026 U.S. Wireless Network Quality Performance Study℠—Volume 1, released today. Additionally, younger mobile users, who tend to engage with their devices more frequently, indicate more problems and less time spent on their phones compared to the previous volume. 

“Despite generational differences in the types of problems experienced, one thing is clear: wireless network quality is strong,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “Younger consumers continue to push network limits through streaming and video calls, yet the industry has responded with resilience. Major carriers are delivering consistent performance, keeping the average overall problems per 100 uses steady at or below 9 over the past year.”

Study Rankings

T-Mobile and Verizon Wireless rank highest in a tie in the Mid-Atlantic region with a score of 8 PP100. The region average is 8 PP100.

Verizon Wireless ranks highest in the North Central region with a score of 6 PP100, followed by UScellular with 7 PP100. T-Mobile ranks third with 8 PP100.

T-Mobile and Verizon Wireless rank highest in a tie in the Northeast region with a score of 9 PP100. The region average is 9 PP100.

T-Mobile ranks highest in the Southeast region with a score of 8 PP100. AT&T and Verizon Wireless rank second in a tie with 9 PP100.

T-Mobile ranks highest in the Southwest region with 8 PP100. Verizon Wireless ranks second with 9 PP100.

T-Mobile and Verizon Wireless rank highest in a tie in the West region with a score of 9 PP100.

The 2026 U.S. Wireless Network Quality Performance Study—Volume 1 is based on responses from 20,050 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from June through November 2025.

For more information about the U.S. Wireless Network Quality Performance Study, visit https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study. 

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info

 

Speed, Simplicity, Savings: Percentage of Residential Wireless Internet Sign-Ups Doubles That of Wired, JD Power Finds

2025-10-07

jillian.breska

TROY, Mich.: 9 Oct. 2025 — Residential wireless internet providers are growing more in popularity among new customers compared to wired internet providers, according to the JD Power 2025 U.S. Residential Internet Service Provider Study,SM released today. Specifically, wireless providers have seen a 15% increase in new sign-ups over the past six months, compared to 6% for wired providers. Overall satisfaction remains higher for wireless internet, at 647 (on a 1,000-point scale) versus 554 for wired.

“The internet landscape is clearly evolving, with continued rising customer satisfaction and continued strong customer service performance in wireless service,” said Carl Lepper, senior director of technology, media and telecom intelligence at JD Power. “The high satisfaction we are seeing in the wireless internet segment is attributed to internet speed, availability and the hassle-free ability to start service, combined with a lower price. Additionally, with more provider options, customers are able to choose the service that best fits their lifestyle.”  

Study Rankings

T-Mobile ranks highest in wireless internet—national, for a 2^nd consecutive year, with a score of 663. The segment average is 647.

Verizon ranks highest in the wired internet—east region for a 13^th consecutive year, with a score of 578. The segment average is 541.

AT&T ranks highest in the wired internet—north central region with a score of 554 for a 3^rd consecutive year. Xfinity (551) ranks second.

GFiber (formerly Google Fiber) ranks highest in the wired internet—south region for a 3^rd consecutive year, with a score of 703. AT&T (595) ranks second and Xfinity (587) ranks third.

AT&T ranks highest in the wired internet—west region for a 4^th consecutive year, with a score of 561. Frontier Communications (546) ranks second and Spectrum (542) ranks third.

The 2025 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 27,971 customers that currently have internet service with a provider included in the study. The study measures overall satisfaction with internet service providers based on seven dimensions: consistently delivering high-quality service; value for price paid; ease of doing business; level of trust with provider; people; digital tools; and resolving problems or complaints. The study was fielded from August 2024 through August 2025.

For more information about the U.S. Residential Internet Service Provider Satisfaction Study, visit https://www.jdpower.com/business/tmt/us-residential-internet-service-provider-customer-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Business Wireless: Strong Coverage and Quality Pave the Way for Value-Driven Competition, JD Power Finds

2025-09-25

jillian.breska

TROY, Mich.: 2 Oct. 2025 — Satisfaction among business wireless customers has improved notably in 2025, with the greatest improvement seen in the cost of service and offerings and promotions factors, according to the JD Power 2025 U.S. Business Wireless Satisfaction Study,^SM released today. Specifically, the cost of service satisfaction increased 19 points (on a 1,000-point scale) from 686 to 705 and offerings and promotions increased by 17 points from 682 to 699. 

“As network quality issues decrease and satisfaction continues to grow among business wireless providers, cost has emerged as a key differentiator,” said Carl Lepper, senior director of technology, media & telecom at JD Power. “This highlights how consistent communications about product and service offerings, alongside messaging on reliability and loyalty or rewards programs, has strengthened the perception that business wireless providers deliver strong value. This approach is working with year-over-year improvements in satisfaction, especially cost of service and offering and promotions, reinforcing the view that these brands are highly customer-focused.” 

Study Rankings

T-Mobile ranks highest in the medium business segment with a score of 746. Spectrum Business (723) ranks second and AT&T (722) ranks third.

AT&T ranks highest in the small business segment with a score of 688. Verizon Wireless (686) ranks second, followed by T-Mobile (681).

The 2025 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors for small business (in order of importance): network quality; cost of service; billing; offerings and promotions, digital tools and support; and customer phone support. For medium business, the study measures satisfaction across seven factors (in order of importance): network quality; sales representative; cost of service; billing; offerings and promotions; digital tools and support; and customer phone support. The study segments organizations by self-reported employee count: medium businesses (20–499 employees), and small businesses (1–19 employees). The large enterprise segment is not award-eligible this year.

The study is based on responses from 4,260 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in June through August 2025.

For more information about the U.S. Business Wireless Satisfaction Study visit https://www.jdpower.com/business/resource/us-business-wireless-customer-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; East Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Too Much Hassle to Change: 32% of Cable TV Users Stay Despite Low Satisfaction, JD Power Finds

2025-09-18

jillian.breska

TROY, Mich.: 18 Sept. 2025 — Many cable television subscribers remain with their providers due to barriers such as restrictive contracts, limited provider availability by location, and the complexity of switching, which is why subscribers stay despite lower satisfaction levels than live TV streaming, according to the JD Power 2025 U.S. Television Service Provider Satisfaction Study,^SM released today. Specifically, Cable TV customers have a satisfaction score of 531 (on a 1,000-point scale), compared to live TV streamers at 630. Although live TV services show higher satisfaction scores, they also experience greater customer turnover.

“Cable TV providers have longer-standing customer relationships and more tenure than live TV streaming services,” said Carl Lepper, senior director of technology, media and telecom intelligence at JD Power. “Many customers choose cable because of bundled TV and internet offerings, an option that streaming providers typically don’t offer. In areas with limited internet provider availability, bundling becomes even more common. While live streaming services may offer greater flexibility and higher satisfaction, they also face higher turnover.”

Study Rankings

Verizon Fios TV ranks highest in the cable/satellite segment with a score of 577. Spectrum (536) ranks second and Xfinity (533) ranks third.

YouTube TV ranks highest in the live TV streaming segment for a third consecutive year, with a score of 649. The segment average is 630.

The JD Power U.S. Television Service Provider Satisfaction Study^SM provides a detailed assessment of customer perceptions of service with their current television provider. The study measures Overall Satisfaction with television service providers based on seven dimensions: value for price paid; consistently delivering high-quality service; level of trust with provider; ease of doing business; people; digital tools; and resolving problems or complaints. To be included in the national cable/satellite TV ranking, brands must be ranked in all four geographic regions. The study is based on responses from 28,561 customers and was fielded from August 2024 through July 2025.

For more information about the U.S. Television Service Provider Satisfaction Study, visit https://www.jdpower.com/business/tmt/us-residential-television-customer-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Joe LaMuraglia, JD Power; 336-733-4412; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

JD Power: New Wireless Carrier Benchmark Study Highlights Importance of Strong Value Proposition

2025-07-30

jillian.breska

TROY, Mich.: 31 July 2025 — JD Power today announced the results of the inaugural U.S. Wireless Carrier Satisfaction Study,^SM a new syndicated benchmark study that examines customer experiences spanning products, customer service and network quality. Based on industry feedback, the study categorizes the wireless market by operator type—Mobile Network Operators (MNOs) and Mobile Virtual Network Operators (MVNOs)—and by the customer billing model, distinguishing between prepaid (customers pay in advance) and postpaid (customers are billed based on usage).

“This new study is a window into the complete customer journey with their wireless carrier,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “The findings show that value is the most important driver of the overall experience, followed closely by service quality. These two dimensions are central to our new model—and for good reason. As the market expands with a wide variety of brands designed to meet diverse customer needs, expectations are rising—not just for strong network performance, but also for service plans that reflect individual preferences.”

Study Rankings

T-Mobile ranks highest in the mobile network operators—postpaid segment with a score of 626 (on a 1,000-point scale). The segment average is 593.

T-Mobile ranks highest in the mobile network operators—prepaid segment with a score of 617. The segment average is 601.

Consumer Cellular ranks highest in the mobile virtual network operators—postpaid segment with a score of 726. Google Fi Wireless (671) ranks second.

Mint Mobile ranks highest in the mobile virtual network operators—prepaid segment with a score of 716. Visible by Verizon (708) ranks second and Cricket (653) ranks third.

The 2025 U.S. Wireless Carrier Satisfaction Study is a combination of two former studies, the U.S. Wireless Customer Care Satisfaction Study and the U.S. Wireless Retail Experience Satisfaction Study. Starting in 2026, the study will be published in two volumes. The study is based on feedback from 56,450 customers, capturing their experiences with their wireless service providers. The study evaluates performance across eight key dimensions: value for price paid; quality of service; trust; ease of doing business; customer service; product and service offerings; digital tools; and problem resolution. The study was fielded December 2024 through May 2025.

For more information about the U.S. Wireless Carrier Satisfaction Study, visit https://www.jdpower.com/business/wireless-carrier-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

As Wireless Network Quality Competition Increases, Customers Benefit, JD Power Finds

2025-07-16

jillian.breska

TROY, Mich.: 17 July 2025 — Wireless network quality has improved across the board in 2025 as problems per 100 (PP100) cell phone interactions decreased to 8 PP100, the lowest point since the study redesign in 2018, according to the JD Power 2025 U.S. Wireless Network Quality Performance Study^SM—Volume 2, released today. Additionally, the total time the average wireless customer spends on their phones in 48 hours has dropped six minutes to a total of seven hours and nine minutes.

“Typically, as time spent on mobile devices drops, so do problems experienced,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “However, the drop in problems this volume goes beyond that. As wireless technology evolves and 5G adoption accelerates—reducing service-related issues—the competitive landscape among providers is becoming more balanced, narrowing the gap in network quality.”

Study Results

Verizon Wireless ranks highest in the Mid-Atlantic region with a score of 7 PP100. AT&T (8 PP100) and T-Mobile (8 PP100) each rank second in a tie.

UScellular and Verizon Wireless rank highest in a tie in the North Central region, each with a score of 7 PP100. T-Mobile ranks third with 8 PP100.

Verizon Wireless ranks highest in the Northeast region with a score of 6 PP100. T-Mobile ranks second with 8 PP100.

Verizon Wireless ranks highest in the Southeast region with 7 PP100. AT&T (8 PP100) and T-Mobile (8 PP100) each rank second in a tie.

AT&T and Verizon Wireless rank highest in a tie in the Southwest region, each with a score of 8 PP100. T-Mobile (9 PP100) ranks third.

T-Mobile ranks highest in the West region with a score of 8 PP100. AT&T (9 PP100) and Verizon Wireless (9 PP100) each rank second in a tie.
 

The 2025 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 31,237 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from December 2024 through May 2025.

For more information about the U.S. Wireless Network Quality Performance Study, visit
https://www.jdpower.com/business/resource/jd-power-wireless-network-quality-performance-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Improved Internet Cost of Service, Performance and Reliability Drive Business Customer Satisfaction Increase, JD Power Finds

2025-07-09

jillian.breska

TROY, Mich.: 10 July 2025 — Cost of service and performance and reliability satisfaction of business internet service has boosted overall satisfaction, according to the JD Power 2025 U.S. Business Internet Satisfaction Study,SM released today. Overall satisfaction increased 12 points to 707 (on a 1,000-point scale) as cost of service increased 16 points and performance and reliability increased 15 points.

“In addition to proactive communications regarding outages and restoration, providers that have a variety of easy-to-understand pricing options are coming out on top in the satisfaction rankings,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “Today’s business landscape is far more resilient to internet outages than in the past, thanks to a range of reliable workarounds like wireless internet and flexible work environments. In addition to options such as backup service plans, our data shows that customers who experience an outage—accompanied by a provider communication—mitigate the experience considerably. Utilizing provided digital tools such as an app or portal and optimizing communications has a big effect on satisfaction in this industry.”

Study Rankings

In the large enterprise segment, AT&T ranks highest for an eighth consecutive year, with a score of 743. Verizon (741) ranks second. 

In the medium business segment, AT&T ranks highest for a third consecutive year, with a score of 708. Verizon (703) ranks second.

In the small business segment, Spectrum Business ranks highest with a score of 656. AT&T (654) and Verizon (654) each rank second in a tie.

The 2025 U.S. Business Internet Satisfaction Study is based on responses from 4,008 business customers of internet services. The study evaluates business internet experiences across seven factors: performance and reliability; cost of service; communications; sales representatives (medium business and large enterprise); billing; digital account management; and customer service. The large enterprise segment includes businesses with 500 or more employees; the medium business segment includes businesses with 20 to 499 employees; and the small business segment includes businesses with less than 20 employees. The study was fielded from March through May 2025.

For more information about the U.S. Business Internet Satisfaction Study, visit https://www.jdpower.com/business/tmt/us-business-internet-satisfaction-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

 

Low Satisfaction with Cost and Promotions Brings Down Overall Satisfaction with Wireless Retail Experience, JD Power Finds

2025-02-12

jillian.breska

TROY, Mich.: 13 Feb. 2025 — Overall satisfaction with wireless retail experience has decreased 8 points (on a 1,000-point scale) from the previous volume to 827, largely driven by a decrease in satisfaction with cost and promotion, which declined 12 points to 804, according to the JD Power 2025 U.S. Wireless Retail Experience Study—Volume 1, released today. Only 34% of customers believe their wireless service has improved in value, thus contributing to a drop in cost and promotions satisfaction. Alternately, nearly half (45%) of customers strongly agree that their plans and features are easy to understand. In such cases, cost and promotions satisfaction increases 203 points. 

“As plans seem to be getting more complicated and challenging, wireless providers should take the customer experience to another level of service,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “By taking time with customers, being patient and explaining new phone technologies or any changes they are making to an account, customers will have a better understanding of their billing and feel more satisfied with their service.”

Study Rankings

T-Mobile ranks highest among mobile network operators for a 15^th consecutive volume, with a score of 832. The segment average is 819.

Spectrum Mobile ranks highest among full-service mobile virtual network operators, with a score of 855. Metro by T-Mobile (852) ranks second and Cricket (847) ranks third.

Mint Mobile ranks highest among value mobile virtual network operators with a score of 873. Consumer Cellular (872) ranks second and Visible by Verizon (856) ranks third.

The 2025 U.S. Wireless Retail Experience Study—Volume 1 is based on responses from 17,331 customers who use any one of three purchase channels and evaluate the wireless retail experience taking place via: phone calls; visits to a carrier store; or digital channels (including the carrier website and the carrier’s mobile app). Overall retail experience satisfaction with both mobile network operators and mobile virtual network operators is measured in two factors: cost and promotions and purchase process. The study was fielded from July through December 2024.

For more information about the U.S. Wireless Retail Experience Studies, visit https://www.jdpower.com/business/tmt/us-wireless-retail-experience-performance-study.

About JD Power
JD Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, JD Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world’s leading businesses across major industries rely on JD Power to guide their customer-facing strategies.

JD Power has offices in North America, Europe, and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The JD Power auto-shopping tool can be found at JDPower.com.

Media Relations Contacts
Geno Effler, JD Power; West Coast; 714-621-6224; [email protected]
John Roderick; East Coast; 631-584-2200; [email protected] 

About JD Power and Advertising/Promotional Rules www.jdpower.com/business/about-us/press-release-info