Widespread Customer Satisfaction Gains for Wireless Phone Service; Cell Phones Reach All-Time ACSI High

The 5G revolution is in full swing as consumers perceive significant improvement in both the wireless phone service they receive and their chosen mobile devices. The American Customer Satisfaction Index (ACSI) report covers three categories of wireless phone service providers—mobile network operators (MNOs), fullservice mobile virtual network operators (MVNOs), and value MVNOs—as well as cell phone manufacturers. ACSI scores are reported on a 0 to 100 scale. Key takeaways include:

• MNOs show a return on their infrastructure investments, with customer satisfaction rising 3% year over year to an ACSI score of 76, led by AT&T (up 4% to 78).
• Customers find that full-service MVNOs have boosted their overall quality and value, but not all aspects of the customer experience
  improve unlike either MNOs or value MVNOs.
• Thus far, full-service MVNOs have not leveraged their higher value perceptions to outpace MNOs and remain tied with them for
  customer satisfaction at 76.
• Across the three wireless categories, value MVNO Consumer Cellular is the customer satisfaction leader after gaining 4% to match its previous record-high score of 85.
• The enhanced network capabilities now available to value MVNO customers combined with aggressive pricing is proving to be a winning combination, particularly against the backdrop of recent inflationary pressures.