U.S. Telecom Digital Experience Study
Design Captivating Telecom Digital Experiences
The Telecom Digital Experience Study assesses the digital experience provided by Wireless Carriers and Internet Service Providers. It analyzes customer perceptions of websites and mobile apps, measuring the impact of improvements on user engagement and business performance outcomes.
What the Study Measures
A Complete View of Telecom Digital Performance
Digital experience is measured across key factors:
• Information and content
• Navigation
• Speed
• Visual appeal
• Customer engagement quality
• Digital proficiency gaps
• Alignment to customer expectations
• Website and mobile app performance
Includes:
• Wireless carrier and ISP coverage
• Expert digital evaluation
• Benchmarking against best-in-class
• PowerSource interactive platform
How the Telecom Digital Experience Study Works
• Analyzes customer perceptions of telecom websites and apps
• Measures impact of improvements on user engagement
• Includes expert evaluation of digital proficiency
• 2026 fielding begins December 2025
• Publish date March 18, 2026
• Press release March 18, 2026
Core Strengths
Turn Digital Into Customer Loyalty
• Understand how customers navigate your digital channels
• Benchmark against best-in-class brands and their strategies
• Identify critical gaps causing customer friction
• Connect digital experience to financial performance
• Inform strategies that generate lasting customer loyalty
Business Impact
Connect Digital Performance to Financial Outcomes
• Benchmarks digital performance against best-in-class telecom brands
• Quantifies the link between digital experience customer engagement and loyalty
• Identifies friction across information, navigation, speed, and visual appeal
• Differentiates wireless carrier and ISP digital channels
• Supports award licensing for top-performing digital experiences
Key Dates
2026
Fielding Begins: December 2025
Publish: March 18, 2026
Press Release: March 18, 2026
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the Telecom Digital Experience Study as a prerequisite.
Profiled Brands
Wireless
AT&T
Boost Mobile
Consumer Cellular
Cricket Wireless
Metro by T-Mobile
Mint Mobile
Spectrum Mobile
Straight Talk
T-Mobile
Total Wireless
TracFone
Verizon Wireless
Visible by Verizon
Xfinity Mobile
Internet Service Provider
AT&T
Cox
Frontier
Optimum
Spectrum
T-Mobile
Verizon
Xfinity
Designed for Telecom Digital Leaders
• Chief digital officers at carriers and ISPs
• Mobile app and web product managers
• Customer experience and UX leaders
• Self-service and digital adoption teams
• Marketing and engagement strategists
• Competitive intelligence leads
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
