Consumer cell phone leads to customer satisfaction among wireless carriers, as Apple capitalizes on Samsung stumble in mobile market, ACSI data show

Consumer cell phone leads to customer satisfaction among wireless carriers, as Apple capitalizes on Samsung stumble in mobile market, ACSI data show

Ann Arbor, Michigan – (work wire) – Overall customer satisfaction with wireless service fell 1.4% to a score of 73 (out of 100), according to the American Customer Satisfaction Index (ACSI)®) Study of wireless phone and cellular phone service 2021-2022.

Mobile Network Operators (MNOs) and Full Service Mobile Virtual Network Operators (MVNOs) are fixed at 73 each. Satisfaction with the value of Virtual Network Operators (MVNOs) is also unchanged but still outperforms other wireless categories with an ACSI score of 75. After a slight decline last year, mobile customer satisfaction has stabilized at 79.

“The overall stability of the industry has been a bit surprising in the past year, but we are now beginning to see the effects of widespread consumer adoption of wireless, and the results aren’t ideal,” says Forrest Morgson, associate professor of marketing at Michigan State University and director of research emeritus at ACSI. The 1.4% decrease in customer satisfaction with wireless phone service is a very clear indication of system load issues. While it’s easy to point out that this is just a short-term flaw in the industry that will correct the course as people reduce their screen time, it’s worth watching this trend going forward.”

Samsung falters, giving Apple a taste of cell phone spoils

Having ranked first among all mobile phone manufacturers last year, Samsung slipped 1% to 80 ACSI score, allowing Apple, unchanged, to regain a share of its industry leadership.

Google and Lenovo’s Motorola both fell 4% to 77, ahead of LG, which slipped 3% to an ACSI score of 75. Despite the 1% improvement, the smaller group of companies was last at 74.

Among the brands, Samsung’s Galaxy S20 Ultra is America’s favorite smartphone with a score of 86 ACSI. The LG Aristo 3 is next at 84, followed by Apple’s iPhone 11 Pro Max, Samsung Galaxy S20 and Galaxy S10, all with an ACSI score of 82. The Pixel 4 and Samsung Galaxy S20 Plus finish at 81.

T-Mobile regains first place in the MNO . category

T-Mobile returned to the top spot in the MNO category after rising 3% to an ACSI score of 74.

Last year’s two leaders, AT&T and Verizon, tied for second place, each sliding 1% to 73. US Cellular ends up despite improving 3%, to 71.

Verizon continues to lead in network quality

On top of measuring mobile network operators’ customer satisfaction, ACSI provides a unique network quality rating based on customer ratings for call quality (clarity and strength), call reliability (missed calls), network coverage, and data speed.

Although Verizon is down 1%, it is still the number one carrier with a network quality score of 78. AT&T ranks second, unchanged, at 77, followed by T-Mobile with 1%, reaching 75. Despite faltering by 1%, US Cellular stays at the bottom with a score of 73.

Customers with plans ranging from $26 to $50 are the most satisfied

As part of the ACSI survey, respondents are asked how much they spend per month on their wireless phone service. This information, along with customer satisfaction and customer loyalty data, shows which customer segments will generate the most return if the customer experience is improved.

According to ACSI data, customers who spend $26 to $50 a month are the most satisfied with their wireless carrier. These customers are associated with the most loyal customers who spend more than $500 per month.

Dissatisfied customers spend between $201 and $500 per month, while less loyal customers spend $151 to $200 per month.

Optimum Mobile has emerged on top of full-service MVNOs

Optimum Mobile tops the full-service MVNO category on its first appearance in the index with a score of 77 from ACSI.

Cricket Wireless (up 1%) and Xfinity Mobile (up 3%) tie for a second at 76. Metro by T-Mobile is flat at 74, as is Spectrum Mobile, which is down 1%. Boost Mobile is the last, unchanged at 71.

Consumer cellular peaks value mobile virtual operators and all other carriers

Consumer Cellular leads the value of MVNOs and regains the crown for wireless customer satisfaction after improving 1% to an ACSI score of 78.

Wireless Straight Talk (no change) and Tracfone (1% increase) are next at 76 each. Walmart Family Mobile is making huge strides, up 7% to 74, ahead of Simple Mobile (up 3%) and Total Wireless (down 3%), both of which hit 73.

SafeLink Wireless slides from 1% to 72, followed by Assurance Wireless, which is up 4% to 70. Q Link Wireless secures the bottom position with an unchanged ACSI score of 68.

The ACSI Wireless Telephone Service and Cellular Study 2021-2022 is based on interviews with 23,411 randomly selected customers contacted by email between April 2021 and March 2022. Download the study, and follow ACSI on LinkedIn and Twitter at Tweet embed.

The data and information contained in this statement may not be used for advertising or promotion of any use without the prior express written consent of ACSI LLC.

About ACSI

American Customer Satisfaction Index (ACSI .)®) has been a national economic indicator for 25 years. Measures and analyzes customer satisfaction with more than 400 companies in 47 industries and 10 economic sectors, including various services for federal and local government agencies. Reported on a scale of 0 to 100, results are based on data from interviews with nearly 500,000 clients annually. For more information, visit

ACSI and its logo are registered trademarks of the American Customer Satisfaction Index LLC.

2022-05-17 12:03:00

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