According to the 2023 U.S. Wireless Purchase Experience Studies from Troy’s J.D. Power, wireless purchase experience satisfaction is up across all channels, most notably with cost and promotions.
Overall satisfaction is 780 — on a 1,000-point scale — up from 769 in the previous study. Satisfaction for cost and promotions is up 13 points from the previous volume (733) with the average monthly price being $157.
“It is no secret that pricing is important to customers, but when more than half of wireless customers indicate they ended service with previous carrier due to price, we see that clear, value-priced offerings are well regarded,” says Ian Greenblatt, managing director at J.D. Power.
“Companies like Mint Mobile, a new brand in an established industry, have pushed to the top of the rankings with creative price-driven marketing. They are not just pulling in new customers from their competitors but are also keeping them satisfied by focusing on transparent and reduced pricing.”
T-Mobile ranks highest among mobile network operators with a score of 803 for the 11th consecutive volume of the study, the only carrier sitting above the segment average of 766. AT&T ranked second at 753 while Verizon ranked third with 748.
Cricket ranks highest among mobile virtual network operators with a score of 821 for the third consecutive volume. Metro by T-Mobile ranks second at 818. Sitting beneath the segment average of 810 are Xfinity Mobile at 798, Boost Mobile at 797, and Spectrum Mobile at 793.
Mint Mobile ranks highest among value mobile virtual network operators in its inaugural year of eligibility with a score of 862. Consumer Cellular ranks second at 857. These are the only two topping the segment average of 811, with TracFone scoring 792 and Straight Talk coming in at 788.
