Recently, the American Customer Satisfaction Index (ACSI®) released its Wireless Service and Cellular Telephone Report 2019-2020, which ranks wireless telephone providers based on customer satisfaction with network quality and spending levels.
According to ACSI, the “overall customer satisfaction” increased by “1.3 percent to a score of 74 (on a scale of 0 to 100).” The report assesses three categories of wireless telephone service providers, including value mobile virtual network operators (MVNOs), full-service MVNOs, and mobile network operators (MNOs).
In the value MVNO category, Consumer Cellular came in first place across all providers with a score of 83, despite a two percent dip year over year, satisfying customers with its range of plans. Coming in second is Straight Talk Wireless (TracFone Wireless) with a score of 78, with customer perception of value dropping by three percent from the year before.
Comcast’s Xfinity Mobile, a new entrant to the full-service MVNO category, takes the prize with a customer satisfaction score of 79. Xfinity Mobile ranks second across all three wireless categories and scores the highest for its app quality. AT&T’s Cricket Wireless (last year’s leader) slid to a score of 76, while T-Mobile’s Metro and Sprint’s Boost Mobile both dropped to a score of 74.
Among MNOs, T-Mobile remains the leader with a score of 76, offering the best range of plans in the category. Considering the recent merger between T-Mobile and Sprint, the ACSI report shows the latter in last place in this category, with a score of 66. Verizon Wireless comes in second place at 74, with customers praising overall quality yet dissatisfied with value.
ACSI also rates network quality based on customer evaluations of call quality (clarity and strength) and reliability (dropped calls). Verizon won the top spot in this category with a score of 80; AT&T and T-Mobile tied for second, each with a score of 74.
The report also found that high-paying customers, spending more than $1,000 per month, are most satisfied. The most dissatisfied customers spend between $151 to $500 monthly.
Customer satisfaction with cell phones has increased by 1.3 percent “to a new high of 80.” Apple took the first place spot with a score of 82, surpassing Samsung (a close second) with a score of 81. However, Samsung’s Galaxy Note 9 remains America’s favorite smartphone with an ACSI score of 85 thanks to phone features and video quality.
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