Wireless Phone Service and Cell Phone Study 2021-2022

Customer satisfaction with wireless service overall retreats 1.4 percent to a score of 73 (out of 100), according to the American Customer Satisfaction Index (ACSI) Wireless Phone Service and Cell Phone Study 2021-2022. Mobile network operators (MNOs) and full-service mobile virtual network operators (MVNOs) are steady at 73 apiece. Satisfaction with value MVNOs also is unchanged yet still outperforms the other wireless categories. After a slight dip last year, customer satisfaction with cell phones is stable. T-Mobile moves back into first place in the MNO category. Last year’s leaders, AT&T and Verizon, tie for second. US Cellular finishes last despiteseeing improvements in customer satisfaction. Although Verizon slips, it remains first place among MNOs in network quality. AT&T is second, followed by T-Mobile and then US Cellular. According to ACSI data, customers who spend $26 to $50 per month are the most satisfied with their wireless companies. These customers are tied for the most loyal with customers who spend more than $500 per month. The most dissatisfied customers spend between $201 and $500 per month, while the least loyal customers spend $151 to $200 per month.