Wireless Customer Satisfaction Drops as Offerings Get More Complex: J.D Power
Wireless customer care satisfaction decreased for the first time in two years, J.D. Power reported Thursday in its 2025 U.S. Wireless Customer Care Study. Wireless offerings from providers “have become more complex with bundling, adding different products, payment plans and…
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sales,” said Carl Lepper, the firm's senior director-technology, media and telecom. “Representatives are trained on each of these different aspects of customer care; however, frequent changes to offers and the combination of products requires near mastery to give an exceptional customer experience." T-Mobile received top marks among carriers, and Spectrum Mobile ranked first among full-service mobile virtual network operators, J.D. Power said. Consumer Cellular was the top value MVNO.