T-Mobile, Spectrum Mobile and Consumer Cellular Rank Highest in Respective Segments
Wireless Product Complexities and Evolving Customer Expectations Lead to Drop in Customer Care Satisfaction, J.D. Power Finds
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Overall wireless customer care satisfaction has decreased for the first time in two years, according to the J.D. Power 2025 U.S. Wireless Customer Care StudySM—Volume 1, released today. Sati sfaction with in-store and website experiences had the biggest decreases in overall satisfaction, down 8 and 10 points (on a 1,000-point scale), respectively, from the most recent volume.
“Wireless offerings have become more complex with bundling, adding different products, payment plans and sales,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power. “Representatives are trained on each of these different aspects of customer care, however, frequent changes to offers and the combination of products requires near mastery to give an exceptional customer experience. Simplification for representatives and customers alike could reduce wait times and effort thus increasing overall satisfaction.”
Study Rankings
T-Mobile ranks highest in the mobile network operators segment for a 15th consecutive volume, with a score of 837. The segment average is 819.
Spectrum Mobile ranks highest in the full-service mobile virtual network operators segment for a second consecutive volume, with a score of 845. Metro by T-Mobile (836) ranks second and Cricket (832) ranks third.
Consumer Cellular ranks highest in the value mobile virtual network operators segment for an 18th consecutive volume, with a score of 883. Mint Mobile (857) ranks second and Visible by Verizon (821) ranks third.
See the rank charts for each segment at http://www.jdpower.com/pr-id/2025006.
The 2025 U.S. Wireless Customer Care Study—Volume 1 is based on responses from 19,035 customers who contacted their carrier’s customer care department within the past three months. The study evaluates customer care experiences across three factors: store service; phone service; and digital service. The study were fielded from July through December 2024.
For more information about the U.S. Wireless Customer Care Study, visit https://www.jdpower.com/business/tmt/us-wireless-customer-care-performance-study
About J.D. Power
J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.
J.D. Power has offices in North America, Europe, and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.
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