Mobile

Customer satisfaction with mobile network operators (MNOs) and full-service mobile virtual network operators (MVNOs) increased over the past year, according to a new mobile satisfaction study from the American Customer Satisfaction Index (ACSI). Companies in both categories had an average score of 76 on a 100-point scale, which was an average increase of 3% for both categories.

AT&T had the highest customer satisfaction score among MNOs at 78. That was a 4% increase over 2023, when it also had the top spot.

The company was followed by T-Mobile at 77 and by UScellular and Verizon. The latter two companies scored 74.

All MNOs saw their customer satisfaction increase over the previous year.

MVNO Mobile Customer Satisfaction

Charter/Spectrum had the highest customer satisfaction among MVNOs at 79, a 5% increase over 2023. The company was followed by Comcast/Xfinity at 78, AT&T’s Cricket service at 77, Metro by T-Mobile at 76 and Dish/Boost at 74.

All MVNOs also saw their customer satisfaction increase over the previous year.

“As 5G networks expand nationwide and new affordable 5G devices become available, consumers are finding even more reasons to reevaluate their mobile options,” Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI, said in a press release.

“Customers want providers that can deliver on the promise of next-generation connectivity through competitive plans and excellent service — not just empty hype about speculative 5G speeds. Traditional carriers must reassess how they can better meet these needs or risk losing consumers to competitors that can give them more bang for their buck.”

Other highlights from the report:

  • MNO call quality and network capability: AT&T scored 82 for call quality and 83 for network capability. T-Mobile scored 80 in both categories, while Verizon scored 80 for call quality and 79 for network capability. USCellular finished at 77 for call quality and 76 for network capability.
  • Value MVNO: Consumer Cellular gained 4% to again reach 85. Mint Mobile—recently acquired by T-Mobile—was up 5% to 83. Tracfone also was up 5% to 80 and Straight Talk was up 3% to 79. Google Fi  was up 1% to 77.

The study was based on interviews with 12,414 customers, chosen at random and contacted via email between April 2023 and March 2024.

Joan Engebretson contributed to this report

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