Customers find it easier to log into mobile apps than to log into websites, according to a new study from J.D. Power. The research firm also found that T-Mobile ranked highest in overall customer satisfaction among internet service providers — though the company is primarily a mobile company — but Mint Mobile ranked highest among mobile providers.
The rankings came from J.D. Power’s 2026 U.S. Telecom Digital Experience Study, which was released yesterday.
Logging into mobile apps had a satisfaction score of 689 (out of 1,000), compared to 647 for website logins. For wireless carriers, the difference was 681 to 643. J.D. Power attributes the difference to biometric authentication, which enables users to quickly and easily access mobile apps, while website logins often require manual credentials.
Interestingly, the telecom industry ranked worst in providing a consistent digital experience across channels. Among internet service providers (ISPs), T-Mobile ranked highest in overall customer satisfaction at 695, ahead of AT&T (675) and Verizon (669).
Mint Mobile topped wireless carriers in the study, with a customer satisfaction score, ahead of Spectrum Mobile (678) and Metro by T-Mobile and T-Mobile (each at 672).
“Mobile apps continue to set the standard for ease of use and satisfaction among telecom customers,” Kristen Coffin, J.D. Power digital solutions analyst, said in a prepared statement about the digital experience study.
“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.”
In an earlier study this year, J.D. Power found that mobile problems tend to be scarce, with just nine problems per 100 uses (PP100) or fewer over the past year, based on the company’s own reports. The number differed for younger mobile users, who engage with their devices more frequently and report a higher level of problems.
