U.S. Wireless Carrier Satisfaction Study
Turn Wireless Customer Experience Into Profitable Growth
The Wireless Carrier Satisfaction Study examines how delivering strong customer experiences drives loyalty, reduces churn, and enables profitable growth. It benchmarks postpaid and prepaid MNOs and MVNOs, helping carriers align strategy with customer expectations.
What the Study Measures
A Complete View of Wireless Carrier Performance
The study provides a comprehensive view of wireless customer experience and satisfaction metrics, revealing subscriber attitudes and behaviours across:
• Overall customer satisfaction and loyalty
• Trust and transparency
• Seamless service experience
• Price sensitivity and promotions
• Likelihood to add lines and services
• Willingness to recommend the provider
• Churn risk and retention signals
• Competitive strengths and weaknesses
Includes:
• Postpaid and prepaid segments
• MNOs and MVNOs
• Two volumes per year
• PowerSource platform access
How the Wireless Carrier Satisfaction Study Works
• Surveys wireless subscribers on attitudes and behaviors
• Covers postpaid and prepaid across MNOs and MVNOs
• Delivered in two study volumes each year
• 2026 Vol. 1 fielding begins June 2025
• 2026 Vol. 2 fielding begins December 2025
• Subscribers access PowerSource interactive data platform
Core Strengths
Drive Loyalty and Profitable Growth
• Understand wireless subscriber attitudes and behavioral drivers
• Benchmark performance against MNOs and MVNOs
• Align marketing and strategy with customer expectations
• Reduce churn with data-driven customer experience insights
• Identify customers likely to add lines and recommend
Business Impact
Reduce Churn and Grow Loyalty
• Increases loyalty to reduce churn and acquisition costs
• Supports multi-line and add-on service growth among satisfied customers
• Differentiates brand on trust, transparency, and seamless service
• Reduces price sensitivity through stronger experience investment
• Benchmarks postpaid, prepaid, MNO, and MVNO performance
Key Dates
2025
Fielding: December 2024
Publish: July 29, 2025
Press Release: July 31, 2025
2026
Fielding: June 2025
Wave 1 Publish: September 11, 2025
Wave 2 Publish: (Final): December 17, 2025
Press Release: January 29, 2026 2026 WIRELESS CARRIER SATISFACTION STUDY, VOL. 2 MILESTONES
2026
Fielding: December 2025
Wave 1 Publish: March 19, 2026
Wave 2 Publish: (Final): June 18, 2026
Press Release: July 30, 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 Wireless Carrier Satisfaction Study as a prerequisite.
2026 Brands Targeted to be Profiled
Profiled Brands
Mobile Network Operators – Postpaid
AT&T
T-Mobile
Verizon Wireless
Mobile Network Operators – Prepaid
AT&T
T-Mobile
Verizon Wireless
Mobile Virtual Network Operators – Postpaid
Boost Mobile
Consumer Cellular
Google Fi
Spectrum
Xfinity
Mobile Virtual Network Operators – Prepaid
Boost Mobile
Cricket Wireless
Metro by T-Mobile
Mint Mobile
Straight Talk
Total Wireless
Tracfone
Visible by Verizon
Designed for Wireless Carrier Leaders
• Chief marketing and customer experience officers
• Retention and loyalty program leaders
• Postpaid and prepaid product executives
• Pricing and promotions strategy teams
• MVNO business unit heads
• Competitive intelligence and strategy 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.
