Small and large businesses rank T-Mobile as the wireless carrier with the best price for the service received, according to a new J.D. Power report.
The J.D. Power 2024 U.S. Business Wireless Satisfaction Study ranked Verizon was the top-ranked wireless carrier for medium-sized businesses.
According to the report, the average score for wireless cost-of-service satisfaction is at 686 (on a 1,000-point scale). For customers who strongly agree their plan has improved in value, satisfaction is 829, highlighting the room for improvement with value perception.
T-Mobile, with a score of 753, finished ahead of Verizon in the enterprise segment. T-Mobile’s 678 score topped the 660 of Spectrum Business in the small business category.
Verizon’s 714 edged out T-Mobile’s 709 among medium-size businesses.
T-Mobile had also topped the rankings of satisfaction of legacy (one year or more) customers in an earlier J.D. Power wireless report.
According to J.D. Power’s 2024 U.S. Wireless Retail Experience Study—Volume 2, “tenured customers” are more satisfied with the retail costs and promotions offered by their providers. This was evidenced by a 24-point increase in satisfaction (on a 1,000-point scale). These customers found their plans offered better affordability and value while also being easier to understand.
The most satisfied of those customers, for the 14th consecutive report, was T-Mobile’s wireless customers, with a score of 843. AT&T was second (829).
“Building a value proposition goes beyond the actual cost of service,” Carl Lepper, J.D, Power director of technology, media & telecom, said in a prepared statement. “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.”
