The J.D. Power 2025 U.S. Wireless Customer Care Study reveals a notable drop in customer satisfaction with wireless services, with scores declining by 8 points for in-store experiences and 10 points online. T-Mobile retains its lead among mobile operators, while Spectrum Mobile tops the full-service MVNO segment. Consumer Cellular continues to dominate value MVNOs. The decline in satisfaction correlates with an increase in service problems, suggesting a need for simplification in service offerings to enhance customer experiences and reduce wait times.
Wireless customers are showing increased dissatisfaction with their online and in-store experiences for the first time in a couple of years, according to a new report from J.D. Power.
The decline in customer satisfaction is likely due to an increase in problems from nine per 100 uses in the first half of 2024 to 11 per 100 uses.
#wireless-customer-satisfaction #jd-power-study #mobile-network-operators #customer-experience #service-quality
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