New Report: The Best Cell Phone Providers in America

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Consumer Cellular has been named the best cell phone provider for customer satisfaction, according to the latest American Customer Satisfaction Index (ACSI) report.

Consumer Cellular’s overall score on a 100-point scale beat several of the industry’s major carriers, including VerizonAT&TT-MobileSprint and several smaller companies.

ACSI Report: Consumer Cellular Is #1 for Customer Satisfaction

The ACSI report covers three categories of wireless cell service providers: 

While MNO results were stable, full-service and value MVNOs both saw drops in their satisfaction metrics from 2019. Full-service MVNOs dropped 2.6% (75 ACSI score) and value MVNOs decreased by 4.9% for an ACSI score of 77.

Here’s the breakdown of the 2020 ACSI rankings…

Mobile Network Operators

Key takeaway: T-Mobile comes in at #1 for customer satisfaction with an ACSI score of 76. Meanwhile, Sprint, the company that T-Mobile merged with, is at the opposite end with a customer service ranking of 66 (up 2%).

Mobile Network Operators

Category Average: 73

Company ACSI Score
T-Mobile 76
Verizon Wireless 74
AT&T 73
U.S. Cellular 71
Sprint 66

Full-Service Mobile Virtual Network Operators

Key takeaway: In its ACSI debut, Comcast’s Xfinity Mobile tops the full-service MVNO category with a customer satisfaction score of 79. Meanwhile, Cricket Wireless drops 4% to 76. Metro by T-Mobile slips 3% to the bottom of the category rankings with a 74, which ties with Boost Mobile.

Full-Service Mobile Virtual Network Operators

Category Average: 75

Company ACSI Score
Xfinity Mobile 79
Cricket Wireless 76
Virgin Mobile 76
Boost Mobile 74
Metro by T-Mobile 74

Value Mobile Virtual Network Operators

Key takeaway: Three carriers in the value MVNOs category experienced a decrease in scoring. Although it fell by 2%, Consumer Cellular still holds a commanding 17-point lead over the lowest-ranked value provider in this category.

Value Mobile Virtual Network Operators

Category Average: 77

Company ACSI Score
Consumer Cellular 83
Straight Talk Wireless 78
Tracfone 76
SafeLink Wireless 71
Q Link Wireless 66

The ACSI Wireless Service and Cellular Telephone Report 2019-2020 is based on interviews with more than 27,000 customers. You can read the full report here.

Final Thought

To summarize, here are the wireless carriers that customers are happiest with by category:

To compare your options, read Team Clark’s guide to the best cell phone plans and deals!


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