T-Mobile, Consumer Cellular and Mint Mobile Rank Highest in Respective Segments

• Ease matters: Customers who resolve issues with minimal effort report higher satisfaction, making easy problem resolution a loyalty driver in the J.D. Power 2026 U.S. Wireless Carrier Satisfaction Study ^SM — Volume 1.
• Speed wins: Fixing problems through digital contact methods in under 10 minutes brings higher satisfaction, proving fast support is a major retention advantage.

Wireless carrier satisfaction and loyalty are strongly linked to perceptions of ease of doing business, according to the J.D. Power 2026 U.S. Wireless Carrier Satisfaction Study,^SM — Volume 1. Customers who strongly agree that resolving a problem required minimal effort gave an ease-of-doing-business score of 786 (on a 1,000-point scale), compared to 554 for those who said otherwise. Additionally, customers who resolve issues in 10 minutes or less using a provider’s website or app report much higher satisfaction than those who take longer.

“Attracting customers with network quality and pricing is just the first step,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power. “True loyalty comes from how easy it is for customers to work with a carrier once they’re in the system, especially when it comes to resolving issues, managing bills and getting answers quickly. These experiences drive advocacy and long-term retention. When interactions are effortless, it shows in low churn and high satisfaction. For wireless carriers, the best strategy is simple: take care of the customers they already have.”

Study Rankings

T-Mobile ranks highest in the mobile network operators—postpaid segment for a second consecutive volume with a score of 631 (on a 1,000-point scale). The segment average is 603.

T-Mobile ranks highest in the mobile network operators—prepaid segment for a second consecutive volume with a score of 629. The segment average is 612.

Consumer Cellular ranks highest in the mobile virtual network operators—postpaid segment for a second consecutive volume with a score of 721. Google Fi Wireless (685) ranks second.

Mint Mobile ranks highest in the mobile virtual network operators—prepaid segment for a second consecutive volume with a score of 715. Visible by Verizon (702) ranks second and Cricket and Straight Talk Wireless (647) rank third in a tie.

To view the rank chart for each segment, visit http://www.jdpower.com/pr-id/2026007.

The 2026 U.S. Wireless Carrier Satisfaction Study – Volume 1 is a combination of two former studies, the U.S. Wireless Customer Care Satisfaction Study and the U.S. Wireless Retail Experience Satisfaction Study. The study is based on feedback from 59,097 customers, capturing their experiences with their wireless service providers. The study evaluates performance across eight key dimensions: value for price paid; quality of service; level of trust; ease of doing business; people; product and service offerings; digital tools; and problem resolution. The study was fielded June through November 2025.

For more information about the U.S. Wireless Carrier Satisfaction Study, visit https://www.jdpower.com/business/wireless-carrier-satisfaction-study.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services, and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 55 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe, and Asia Pacific. To learn more about the company's business offerings, visit JDPower.com/business. The J.D. Power auto-shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

View source version on businesswire.com: https://www.businesswire.com/news/home/20260129508649/en/