JD Power

With the increase of 5G phones and network technology, wireless customers are experiencing fewer problems according to the J.D. Power 2024 U.S. Wireless Network Quality Performance Study—Volume 2. The reduction of problems has led to improved consumer perception of reliability and increased network quality satisfaction. Highlights from the study include:

Overall satisfaction among wireless internet customers (5G or 4G LTE home internet) averages 748 (on a 1,000-point scale), while overall satisfaction among wired (fiber and cable) and satellite internet customers averages notably lower (712 and 577, respectively) according to the J.D. Power 2023 U.S. Residential Internet Service Provider Satisfaction Study.

Fixed and wireless broadband customers cited price as the number one reason they would switch service providers in a new J.D. Power study. The report analyzes consumer sentiment and operator achievement across five categories: performance and reliability, cost of service, billing and payment, communications and promotions, and customer care. Ian Greenblatt, managing director at J.D. Power, said the first two categories alone account for nearly 60% of an operator’s score. "So obviously keeping the lights on is job number one. It’s got to work, it’s got to work all the time.

As wireless customers continue to increase their phone and device usage, more problems in network quality are being cited and the perception of network quality is declining. The most common reported problem is slow or failure to load content, according to the JD Power 2022 US Wireless Network Quality Performance StudySM—Volume 2, released July 14. The study is based on responses from 34,174 wireless customers. Carrier performance is examined in six regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest and West.

As so many residential internet customers have needed to rely more heavily on their internet service provider to stay connected for work, school and entertainment, two-thirds (66%) of customer satisfaction is driven by the quality and speed of their internet connection and how the customer perceives the value of that connection, according to the JD Power 2021 US Residential Internet Service Provider Satisfaction Study. Verizon ranks highest in the East region with a score of 758 (on a 1,000-point scale), followed by Xfinity (725).