Wireless Phone Service
Capturing crucial data for wireless phone service providers
Gain access to strategic competitive data for the full industry cohort across all benchmarks and become an ACSI client today.
WIRELESS PHONE
SERVICE
Drive customer loyalty and grow your subscriber base with full access to the brand-level performance of wireless phone service providers. ACSI’s proprietary methodology and diagnostic modeling enables you to prioritize improvements that yield the greatest ROI.
At a glance:
Wireless Phone Service
- Inaugural year:
2004
- Updated:
annually
- Most recent data:
2026
- Companies:
4 mobile network operators, 11 MVNOs, plus aggregate of smaller service providers
Satisfaction Benchmarks by Industry
Wireless Phone Service
| Industry | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Wireless Phone Service | 75 | 77 | 3% |
Satisfaction Benchmarks by Brand
Mobile Network Operators
| Brand | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Mobile Network Operators | 75 | 76 | 1% |
| T-Mobile | 76 | 78 | 2% |
| Verizon | 75 | 76 | 1% |
| AT&T | 74 | 76 | 3% |
Satisfaction Benchmarks by Brand
Full-Service and Value MVNOs
| Company | 2025 | 2026 | % CHANGE | Category |
|---|---|---|---|---|
| Full-Service MVNOs | 74 | 77 | 4% | Full-Service MVNOs |
| Spectrum Mobile (Charter Communications) | 78 | 78 | 0% | Full-Service MVNOs |
| Metro by T-Mobile | 75 | 78 | 4% | Full-Service MVNOs |
| Xfinity Mobile (Comcast) | 75 | 76 | 1% | Full-Service MVNOs |
| Cricket Wireless (AT&T) | 76 | 76 | -1% | Full-Service MVNOs |
| Boost Mobile | 71 | 74 | 4% | Full-Service MVNOs |
| Value MVNOs | 78 | 79 | 1% | Value MVNOs |
| Consumer Cellular | 82 | 84 | 2% | Value MVNOs |
| Straight Talk (Verizon) | 78 | 80 | 3% | Value MVNOs |
| Mint Mobile | 79 | 79 | 0% | Value MVNOs |
| Tracfone (Verizon) | 77 | 78 | 1% | Value MVNOs |
| Google Fi | 72 | 75 | 4% | Value MVNOs |
| Total Wireless (Verizon) | 72 | 74 | 3% | Value MVNOs |
| All Others (Full-Service and Value MVNOs) | 75 | 77 | 3% | All Others |
NA – Not Available
Mobile Network Operator Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 84 |
| Quality of mobile app | 82 | 84 |
| Call quality (clarity, strength) | 80 | 83 |
| Courtesy and helpfulness of store/service center staff | 82 | 82 |
| Ease of understanding billing | 78 | 82 |
| Network coverage | 79 | 82 |
| Website satisfaction | 81 | 82 |
| Call reliability (dropped‑call frequency) | 78 | 81 |
| Data upload/download speed and reliability | 77 | 81 |
| Variety of wireless voice and/or data plans available | 79 | 81 |
| Speed of store/service center transaction | 79 | 80 |
| Call center satisfaction | 72 | 75 |
Full-Service MVNO Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Ease of understanding bill | 79 | 83 |
| Quality of mobile app | 80 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 79 | 83 |
| Speed of store/service center transaction | 77 | 82 |
| Website satisfaction | 79 | 82 |
| Call quality (clarity, strength) | 77 | 81 |
| Courtesy and helpfulness of store/service center staff | 79 | 81 |
| Network coverage | 75 | 80 |
| Variety of wireless voice and/or data plans available | 77 | 80 |
| Data upload/download speed and reliability | 74 | 79 |
| Call reliability (dropped‑call frequency) | 74 | 78 |
| Call center satisfaction | 70 | 75 |
Value MVNO Benchmarks
Customer Experience Benchmarks Year-Over-Year Category Trends
| Benchmarks | 2026 | 2026 |
|---|---|---|
| Ease of understanding bill | 83 | 84 |
| Call quality (clarity, strength) | 80 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 82 | 83 |
| Call reliability (dropped‑call frequency) | 79 | 82 |
| Network coverage | 79 | 82 |
| Quality of mobile app | 81 | 82 |
| Website satisfaction | 80 | 82 |
| Variety of wireless voice and/or data plans available | 79 | 81 |
| Data upload/download speed and reliability | 77 | 79 |
| Call center satisfaction | 71 | 78 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected between April 2025 and March 2026