Wireless carriers are resolving customer problems faster, delivering consistently high-quality service and demonstrating great value for the price they are paying. According to the JD Power 2026 U.S. Wireless Carrier Satisfaction Study,SM — Volume 2, released today, overall customer satisfaction with wireless carriers is up 10 points (on a 1,000-point scale) on average from the Volume 11 study, which was released in January 2026. Increased use of artificial intelligence (AI) in the customer support function is playing an important role in changing the way customers interact with their carriers, but is delivering mixed results when it comes to overall customer satisfaction.
“The ‘big three’ mobile network operators are working hard across multiple fronts to deliver a standout customer experience, and those efforts are paying off in the form of higher levels of overall customer satisfaction throughout the industry,” said Carl Lepper, senior director, TMT and Utilities Practice at JD Power. “One trend to watch is the increased presence of AI in the phone-based customer support function, which is driving high levels of customer satisfaction when it works, but is currently only working about half the time. Based on how effectively carriers integrate AI into their operations, we could see the technology start to influence the overall customer experience in a meaningful way.”
Following are key findings of the 2026 study:
- Wireless carrier customer satisfaction rises sharply across all segments and customer touchpoints: The average overall satisfaction score for the industry is 626, which is up 10 points from the Volume 1 study. The increase is driven by improvements in resolving problems or complaints (+13 points); value for price paid (+12 points); and interactions with people, which includes representatives, support staff and call center personnel (+11 points).
- AI drives mixed results in customer support function: Among wireless customers accessing phone-based customer support, 45% of interactions involved an AI assistant. AI assistants successfully resolved customer requests in 48% of cases. Overall, customer satisfaction among those who encountered an AI assistant on a support call is 20 points lower than among those where no AI assistant was involved. However, when an AI assistant successfully resolves customer requests, overall satisfaction rises 83 points. “AI-assisted phone support is demonstrating encouraging results when it is able to quickly and efficiently resolve customer problems, but when issues are more complex and customers interact with an AI assistant unsuccessfully, and then need to speak with a live representative, the customer experience suffers,” Lepper explained.
- Average monthly payments fall: The average amount paid per month for bundled wireless service is $145, which is down $10 from the Volume 1 study, while the average amount paid for standalone wireless service is $102, down $6 from the Volume 1 study.
Study Rankings
T-Mobile ranks highest in the mobile network operators—postpaid segment for a third consecutive volume with a score of 636. The segment average is 612.
T-Mobile ranks highest in the mobile network operators—prepaid segment for a third consecutive volume with a score of 637. The segment average is 622.
Consumer Cellular ranks highest in the mobile virtual network operators—postpaid segment for a third consecutive volume with a score of 720. Google Fi Wireless (673) ranks second.
Mint Mobile ranks highest in the mobile virtual network operators—prepaid segment for a third consecutive volume with a score of 711. Visible by Verizon (708) ranks second and Cricket and Straight Talk Wireless each rank third with scores of 652, in a tie.
To view the complete visual rank charts for each segment, visit http://www.jdpower.com/pr-id/2026072.
The 2026 U.S. Wireless Carrier Satisfaction Study – Volume 2 is a combination of two former studies, the J.D. Power U.S. Wireless Customer Care Satisfaction Study SM and the J.D. Power U.S. Wireless Retail Experience Satisfaction Study. SM The Volume 2 study is based on feedback from 57,339 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 December 2025 through May 2026.
For more information about the U.S. Wireless Carrier Satisfaction Study, visit https://www.jdpower.com/business/u-s-wireless-carrier-satisfaction-study/.
About JD Power
JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data – including millions of consumer interactions and authoritative automotive datasets – combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.
As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.
1 J.D. Power 2026 U.S. Wireless Carrier Satisfaction Study, — Volume 1, January 29, 2026
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