American Customer Satisfaction Index (ACSI) Wireless Phone Service and Cell Phone Study 2023-2024 Results


According to the American Customer Satisfaction Index (ACSI) Wireless Phone Service and Cell Phone Study 2023-2024, Customer satisfaction with wireless service overall climbs 3% to a score of 76 (out of 100). The survey is based on interviews with 12,414 customers, selected at random and contacted via email between April 2023 and March 2024.

Overall Customer satisfaction improved significantly:

Mobile network operators (MNOs) and full-service mobile virtual network operators (MVNOs) improve 3% to 76 each, while value MVNOs increase their lead over the other wireless categories after rising 4% to an ACSI score of 80. Customer satisfaction with cell phones jumps 3% to 81.

Results for customer overall satisfaction
Samsung (+3%) 82
Apple (+1%) 82
Motorola (+3%) 77
Google (-1%) 77

Results for 5G customer overall satisfaction
Samsung 83
Apple 82
Google 78
Motorola 78

Top MNO category results
AT&T (+4%) 78
T-Mobile (+4%) 77
U.S. Cellular (+6%) 74
Verizon (+1%) 74

Call quality and network capability results
AT&T 82 for call quality and 83 for network capability
T-Mobile 80 for call quality and 80 for network capability
Verizon 80 for call quality and 79 for network capability
U.S. Cellular 77 for call quality and 76 for network capability

Results across the three wireless categories for customer satisfaction
Consumer Cellular (+4%) matching a record-high score of 85
Mint Mobile (+5%) 83
TracFone (+5%) 80
Straight Talk (+3%) 79
Google Fi (+1%) 77

Results for full-service MVNOs
Spectrum Mobile (+5%) 79
Xfinity Mobile (+5%) 78
Cricket Wireless (+1%) 77
Metro by T-Mobile (unchanged) 76
Boost Mobile (+4%) 74

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About the ACSI

The American Customer Satisfaction Index (ACSI®) has been a national economic indicator for over 25 years. It measures and analyzes customer satisfaction with approximately 400 companies in about 40 industries and 10 economic sectors, including various services of federal and local government agencies. Reported on a scale of 0 to 100, scores are based on data from interviews with roughly 200,000 customers annually.