Customer satisfaction with wireless service overall climbs 3% to a score of 76 (out of 100), according to the American Customer Satisfaction Index (ACSI) Wireless Phone Service and Cell Phone Study 2023-2024.
Mobile network operators (MNOs) and full-service mobile virtual network operators (MVNOs) improve 3% to 76 each, while value MVNOs increase their lead over the other wireless categories after rising 4% to an ACSI score of 80. Customer satisfaction with cell phones jumps 3% to 81.
5G Phones and Manufacturers
Samsung catches Apple in cell phone manufacturer lead, takes top spot among 5G phones with the highest overall customer satisfaction at 82.
Motorola moves up 3% to meet Google at 77 after the latter dips 1% year over year. Majority of 5G customers express higher satisfaction with both Samsung and Motorola.
Mobile Network Operators
AT&T maintains a lead over other MNOs with a surge of 4% to an ACSI score of 78. T-Mobile is a close second, up 4% to 77, whereas U.S. Cellular and Verizon share the bottom at 74. Verizon faces customer loss in multiple quarters.
AT&T earns top marks for call quality and network capability, outperforming other MNOs.
Value Mobile Virtual Network Operators
Consumer Cellular leads in customer satisfaction among value MVNOs, followed by Mint Mobile, Tracfone, and Straight Talk.
All aspects of the customer experience for value MVNOs show notable improvements, including call quality, call reliability, network coverage, and data speed.
Full-Service Mobile Virtual Network Operators
Spectrum Mobile moves to the top of the full-service MVNO category after soaring 5% to an ACSI score of 79. Xfinity Mobile is next at 78.
Certain aspects of the full-service MVNO customer experience decline despite overall quality and value improvements.
Study Method and Participants
The ACSI Wireless Phone Service and Cell Phone Study 2023-2024 is based on interviews with 12,414 customers, chosen at random and contacted via email between April 2023 and March 2024.
If you’d like to learn more about the study, you can download it and follow the ACSI on LinkedIn and Twitter for more updates.
