Category: Technology, Media & TelecomUnited States

Wireless Product Complexities and Evolving Customer Expectations Lead to Drop in Customer Care Satisfaction, JD Power Finds

2025-01-30

jillian.breska

TROY, Mich.: 30 Jan. 2025 — Overall wireless customer care satisfaction has decreased for the first time in two years, according to the JD Power 2025 U.S. Wireless Customer Care Study^SM—Volume 1, released today. Satisfaction with in-store and website experiences had the biggest decreases in overall satisfaction, down 8 and 10 points (on a 1,000-point scale), respectively, from the most recent volume.

“Wireless offerings have become more complex with bundling, adding different products, payment plans and sales,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “Representatives are trained on each of these different aspects of customer care,  however, frequent changes to offers and the combination of products requires near mastery to give an exceptional customer experience. Simplification for representatives and customers alike could reduce wait times and effort thus increasing overall satisfaction.”

Study Rankings

T-Mobile ranks highest in the mobile network operators segment for a 15^th consecutive volume, with a score of 837. The segment average is 819.

Spectrum Mobile ranks highest in the full-service mobile virtual network operators segment with a score of 845. Metro by T-Mobile (836) ranks second and Cricket (832) ranks third.

Consumer Cellular ranks highest in the value mobile virtual network operators segment for an 18^th consecutive volume, with a score of 883. Mint Mobile (857) ranks second and Visible by Verizon (821) ranks third.

The 2025 U.S. Wireless Customer Care Study—Volume 1 is based on responses from 19,035 customers who contacted their carrier’s customer care department within the past three months. The study evaluates customer care experiences across three factors: store service; phone service; and digital service. The study was fielded from July through December 2024.

For more information about the U.S. Wireless Customer Care Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-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

 

Wireless Network Quality Improvements Necessary as Customer Demands Grow, JD Power Finds

2025-01-16

jillian.breska

TROY, Mich.: 16 Jan. 2025 — The average time wireless customers have spent on their device has increased 40 minutes compared to the first half of 2024, according to the JD Power 2025 U.S. Wireless Network Quality Performance Study^SM—Volume 1, released today. More than one-third of Gen X¹ and Gen Y uses their phones for more than eight hours every two days, most of which is spent streaming, gaming or browsing. As demand has increased, so have network problems, specifically an increase of two problems per 100 uses (PP100) to 11 PP100 from 9 PP100 in the first half of 2024.

“Streaming has become ubiquitous and is straining networks,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “Network quality is a critical factor in the customer journey, specifically the second highest reason why they choose to leave their carrier and join another, behind price. As we have been experiencing this generational trend of increased usage, especially for streaming, gaming, and browsing, networks need to prioritize network quality.” 

Study Rankings

Verizon Wireless ranks highest in the Mid-Atlantic region with a score of 9 PP100.

UScellular ranks highest in the North Central region with a score of 9 PP100. Verizon Wireless (10 PP100) ranks second.

Verizon Wireless ranks highest in the Northeast region with a score of 9 PP100.

T-Mobile ranks highest in the Southeast region with a score of 11 PP100. AT&T (12 PP100) and Verizon Wireless (12 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 10 PP100. 

Verizon Wireless ranks highest in the West region with a score of 10 PP100.

The 2025 U.S. Wireless Network Quality Performance Study—Volume 1 is based on responses from 27,528  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 July through December 2024.

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

¹JD Power defines generational groups as Pre-Boomers (born before 1946); Boomers (1946-1964); Gen X (1965-1976); Gen Y (1977-1994); and Gen Z (1995-2004). Millennials (1982-1994) are a subset of Gen Y.

 

Can You Reach Me Now? Wireless Internet Providers Certainly Can and with High Levels of Satisfaction, JD Power Finds

2024-10-08

jillian.breska

TROY, Mich.: 10 Oct. 2024 — Wireless internet customers are more satisfied with their service than those with wired internet, according to the JD Power 2024 U.S. Residential Internet Service Provider Satisfaction Study,SM released today. Customers with wireless internet have an overall satisfaction of 630 (on a 1,000-point scale) compared with 538 for wired internet customers. Wireless internet, also known as Fixed Wireless Access, provides internet access to customers through 5G or 4G LTE technology, making it an affordable and flexible alternative to other internet connections.

Additionally, study data shows that wireless internet customers are willing to overlook the possible drawbacks of slower speeds and increased disruptions in exchange for a lower monthly cost. With a reported average monthly cost of $72, 70% of wireless internet customers agree their plan is affordable compared to 53% of wired internet customers, with a reported average monthly cost of $81.

“To be clear, fiber-wired internet service is the fastest and most reliable service for customers now reaching speeds over 5 Gig in some areas, but it comes at a cost, both in infrastructure investment and cost to the customer,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “Then comes wireless internet, which is a more accessible option that has become more widely available, less expensive and delivers more satisfaction across all parts of the customer experience we measure. If wireless internet can prove to be sustainable and continue to increase their customer base, these providers have the ability to be major industry disruptors.”

Study Rankings

T-Mobile ranks highest in wireless internet–national with a score of 649. The segment average is 630.

Verizon ranks highest in the wired internet—east region for a 12^th consecutive year, with a score of 575. Xfinity (532) ranks second.

AT&T ranks highest in the wired internet—north central region with a score of 537. Xfinity (530) ranks second and CenturyLink (528) ranks third.

GFiber ranks highest in the wired internet—south region for a 2^nd consecutive year, with a score of 702. Frontier Communications (580) ranks second and Xfinity (565) ranks third.

AT&T ranks highest in the wired internet—west region with a score of 546. Xfinity (531) ranks second.

The 2024 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 29,932 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 November 2023 through August 2024.

For more information about the U.S. Residential Internet 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
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

 

Better Price on Service: Top Reason Business Wireless Customers Switch, JD Power Finds

2024-10-02

jillian.breska

TROY, Mich.: 3 Oct. 2024 — For small, medium and large enterprise businesses, the number one reason for switching to a new wireless provider is for a better price on service, according to the JD Power 2024 U.S. Business Wireless Satisfaction Study,^SM released today. The average score for cost of service satisfaction is at 686 (on a 1,000-point scale) and, for customers who strongly agree their plan has improved in value, satisfaction is 829, highlighting the room for improvement with value perception.

“Building a value proposition goes beyond the actual cost of service,” said Carl Lepper, director of technology, media & telecom at JD Power. “Ease of understanding not only their bill, but also the contract, features, and flexibility is imperative to increasing value. Not only do providers need to build trust and have the products and services customers are looking for, but they also need to spend the time educating them and reducing effort.”

Study Rankings

T-Mobile ranks highest in the large enterprise segment with a score of 753. Verizon Wireless (739) ranks second.

Verizon Wireless ranks highest in the medium business segment with a score of 714. T-Mobile (709) ranks second.

T-Mobile ranks highest in the small business segment for a second consecutive year with a score of 678. Spectrum Business (660) ranks second.

The 2024 U.S. Business Wireless Satisfaction Study measures satisfaction across six dimensions for small business: network quality; cost of service; billing; offerings and promotions, digital tools and support; and customer phone support. For medium business and large enterprise, the study measures satisfaction across seven dimensions: network quality; sales representative; cost of service; billing; offerings and promotions; digital tools and support; and customer phone support. Overall satisfaction is measured in three key segments: large enterprise (500 or more employees); medium business (20-499 employees); and small business (1-19 employees).

The study is based on responses from 3,995 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded from June through August 2024.

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 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

 

Satisfaction Higher among Live TV Streaming Customers, JD Power Finds

2024-09-25

jillian.breska

TROY, Mich.: 26 Sept. 2024 — Live TV streamers are more satisfied than cable and satellite customers, according to the redesigned JD Power 2024 U.S. Television Service Provider Satisfaction Study,^SM released today. Overall satisfaction for live TV streamers is 625 (on a 1,000-point scale) compared with 524 among cable and satellite customers.

The biggest gap in satisfaction between live TV streaming and cable and satellite—140 points—is with the value for the price paid. The reported monthly average cost for live TV streaming is $75, while cable and satellite is $120.

“It is clear that price has been a main driver in satisfaction, however, satisfaction for streaming is higher than cable and satellite customers across all seven dimensions of the study,” said Carl Lepper, senior director of technology, media and telecom intelligence at JD Power. “Live streaming has reorganized the industry and as it continues, cable and satellite providers have been working hard to remain competitive, including exploring new revenue models to compete with the cost pressure.”

Study Rankings

Spectrum ranks highest in the cable/satellite TV–national segment with a score of 530. Xfinity (529) ranks second.

Verizon Fios ranks highest in the cable/satellite TV–east region for a third consecutive year, with a score of 570. DIRECTV (520) ranks second.

Xfinity ranks highest in the cable/satellite TV–north central region with a score of 528. Spectrum (516) ranks second.

Xfinity ranks highest in the cable/satellite TV–south region with a score of 570. COX Communications (547) ranks second and Spectrum (545) ranks third.

Spectrum ranks highest in the cable/satellite TV–west region with a score of 534. Xfinity (517) ranks second and DISH (516) ranks third.

YouTube TV ranks highest in the live TV streaming segment for a second consecutive year, with a score of 651. Hulu + Live TV (635) ranks second.

The JD Power U.S. Television Service Provider Satisfaction Study^SM is designed to provide 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 32,349 customers and was fielded from October 2023 through August 2024.

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
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

 

Tenured Wireless Customers Experience Greater Satisfaction with Cost and Promotions, JD Power Finds

2024-08-13

jillian.breska

TROY, Mich.: 15 Aug. 2024 — Wireless customers who have been with their brand for more than a year, are experiencing higher satisfaction levels when it comes to cost and promotions, according to the JD Power 2024 U.S. Wireless Retail Experience StudySM—Volume 2, released today. These customers find their plans more affordable, offer better value and are easier to understand during the purchase experience. As a result, retail cost and promotion satisfaction have surged 24 points (on a 1,000-point scale) from a year ago.

“In the past, wireless providers often experienced lower customer satisfaction when promotional periods ended, leading to higher service costs,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “However, we are now seeing many wireless brands addressing this issue, with a particular focus on managing costs and improving the overall customer experience.”

Study Rankings

T-Mobile ranks highest among mobile network operators for a 14^th consecutive volume, with a score of 843. AT&T ranks second with a score of 829.

Metro by T-Mobile ranks highest among full-service mobile virtual network operators for a second consecutive volume, with a score of 859. Cricket (857) ranks second and Boost Mobile (851) ranks third.

Visible by Verizon ranks highest among value mobile virtual network operators with a score of 888. Consumer Cellular (881) ranks second and Mint Mobile (865) ranks third.

The 2024 U.S. Wireless Retail Experience Study—Volume 2 is based on responses from 15,053 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 January through June 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

 

Wireless Call Center Satisfaction Increases for Fifth Consecutive Volume, JD Power Finds

2024-07-30

jillian.breska

TROY, Mich.: 1 Aug. 2024 — Overall satisfaction with wireless provider call centers has increased 13 points (on a 1,000-point scale) from a year ago, according to the JD Power 2024 U.S. Wireless Customer Care Study^SM—Volume 2, released today. This increase in satisfaction is driven by a decrease in transfers, time taken to resolve problems and answer questions and an increase in first contact resolution.

“Wireless providers are very dialed into the advantages of first contact problem resolution,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “They are supplying their customer service agents with improved call center systems, further assisting fast resolutions and increasing brand image, customer relations and customer experience. As half of wireless customers are using phone support, optimization of these systems not only brings an increase of satisfaction, but also a huge return on investment.”

Study Rankings

T-Mobile ranks highest in the mobile network operators segment for a 14^th consecutive volume, with a score of 840. The segment average is 826.

Cricket ranks highest in the full-service mobile virtual network operators segment with a score of 848, followed by Metro by T-Mobile (844) and Spectrum Mobile (836).

Consumer Cellular ranks highest in the value mobile virtual network operators segment for a 17^th consecutive volume, with a score of 877. Google Fi Wireless (865) ranks second and Mint Mobile (854) ranks third.

The 2024 U.S. Wireless Customer Care Study—Volume 2 is based on responses from17,949 customers who contacted their carrier’s customer care department within the past three months.  The studies evaluate customer care experiences across 3 factors: store service; phone service; and digital service. The studies were fielded from January through June 2024.

For more information about the U.S. Wireless Customer Care Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-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

 

Wireless Network Keeping Up with Demand as Customer Problems Decrease, JD Power Finds

2024-07-18

jillian.breska

TROY, Mich.: 18 July 2024 — With the increase of 5G phones and network technology, wireless customers are experiencing fewer problems according to the JD Power 2024 U.S. Wireless Network Quality Performance Study^SM—Volume 2, released today. The reduction of problems has led to improved consumer perception of reliability and increased network quality satisfaction.

“Despite a very public wireless service outage earlier this year, overall problems—especially loading speeds—have decreased,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “A focus on mid-band spectrum for 5G by the industry has lowered latency through balancing speed and coverage, resulting in a better experience for mobile phone users.”

Study Results

Verizon Wireless ranks highest in the Mid-Atlantic region with a score of 8 problems per 100 connections (PP100). AT&T ranks second with 9 PP100.

UScellular and Verizon Wireless rank highest in a tie in the North Central region with 8 PP100, followed by T-Mobile with 9 PP100.

Verizon Wireless ranks highest in the Northeast region with a score of 7 PP100. The region average is 9 PP100.

Verizon Wireless ranks highest in the Southeast region with 8 PP100, followed by T-Mobile with 9 PP100.

AT&T, T-Mobile and Verizon Wireless rank highest in a tie in the Southwest region with a score of 10 PP100.

Verizon Wireless ranks highest in the West region with a score of 9 PP100. AT&T and T-Mobile rank second in a tie with 10 PP100.

The 2024 U.S. Wireless Network Quality Performance Study—Volume 2 is based on responses from 25,597 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 January through June 2024.

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

 

Proactive Communication and Digital Account Management Tools Essential to Increase Satisfaction for Business Internet Customers, JD Power Finds

2024-07-11

jillian.breska

TROY, Mich.: 11 July 2024 — Small businesses depend on internet reliability and, when service is interrupted, providers can mitigate the effect by proactive communication and sensitive messaging, according to the JD Power 2024 U.S. Business Internet Satisfaction Study,^SM released today. For medium and large businesses, digital account management is imperative to overall satisfaction.

“Outage communication has been and will continue to be key to overall business internet satisfaction,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “With satisfaction being lower among small businesses than that of medium or large businesses, online account management tools and customer communication is extremely important, especially when it comes to outages.”

The study shows that, among medium businesses that have access to an online account management portal, business owners who are aware of the tool and use it have higher satisfaction (715 on a 1,000-point scale) than those who are aware and do not use it (658). This highlights the importance of customer education on the online platforms.

Study Rankings

In the large enterprise segment, AT&T ranks highest for a seventh consecutive year, with a score of 732. Verizon (716) ranks second.

In the medium business segment, AT&T ranks highest for a second consecutive year, with a score of 739. Verizon (708) ranks second.

In the small business segment, Verizon ranks highest for a sixth consecutive year, with a score of 680. AT&T (636) and Frontier Business (636) each rank second in a tie.

The 2024 U.S. Business Internet Satisfaction Study, formerly known as the U.S. Business Wireline Satisfaction Study, is based on responses from 4,657 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 2024.

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

 

Wireless Purchases Through Apps Increase, Leading to Increase of Value and Affordability Perceptions, JD Power Finds

2024-02-15

jillian.breska

TROY, Mich.: 15 Feb. 2024 — Wireless customers that utilize their provider’s app to complete retail purchases are more satisfied with their experience than those who use other channels, according to the JD Power 2024 U.S. Wireless Retail Experience Study^SM—Volume 1, released today. Additionally, app users also perceive their plans as more affordable than other channels as apps provide a visual representation of customer costs, leading to improved cost satisfaction and value perceptions.

“Specifically with the mobile network operators, the combination of a seamless and easy purchase experience using an app combined with lower reported costs has led to high retail satisfaction,” said Carl Lepper, senior director of technology, media and telecom at JD Power. “As the MNOs compete by using increased incentives and promotions, customers are benefitting, as the average industry monthly price decreased to $141 per month from $156 in 2023. Giving customers an easy and accessible retail experience by way of the app in addition to lower prices is a winning combination.”

Study Rankings

T-Mobile ranks highest among mobile network operators for a 13^th consecutive volume, with a score of 836. AT&T ranks second with a score of 824.

Metro by T-Mobile ranks highest among full-service mobile virtual network operators with a score of 858.  Spectrum Mobile (857) ranks second, followed by Cricket (850).

Consumer Cellular ranks highest among value mobile virtual network operators for a second consecutive volume, with a score of 880. Mint Mobile (856) ranks second and Visible by Verizon (843) ranks third.

The 2024 U.S. Wireless Retail Experience Study—Volume 1 is based on responses from 12,743 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 2023.

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 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
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