Legacy wireless customers who have been with their mobile provider at least one year are more satisfied with costs and promotions than newer customers, according to a new J.D. Power 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 study, was T-Mobile’s wireless customers, with a score of 843. AT&T was second (829).
Metro by T-Mobile topped the full-service mobile virtual network operators for a second consecutive volume, with a score of 859, followed by Cricket (857) and Boost Mobile (851).
Visible by Verizon took the top spot among value mobile virtual network operators with a score of 888, ahead of Consumer Cellular (881) and Mint Mobile (865).
In the comparable report last year, T-Mobile was first in the overall satisfaction category among wireless customers, with a rating of 842 (out of 1,000 points). They were followed by AT&T at 824 and Verizon Wireless at 821. The segment average was 828.
Cricket topped the full service mobile virtual network operator category with a score of 856, followed by Metro by T-Mobile (853), Xfinity Mobile (850), Spectrum Mobile (837), and Boost Mobile (826). The segment average was 847.
“In the past, wireless providers often experienced lower customer satisfaction when promotional periods ended, leading to higher service costs,” said J.D. Power Senior Director of Technology, Media, and Telecom Carl Lepper, of the wireless customer report. “However, we are now seeing many wireless brands addressing this issue, with a particular focus on managing costs and improving the overall customer experience.”
