U.S. Mobile Consumers: Mobile Operator Satisfaction

The U.S. mobile market is dominated by the three major operators, AT&T, T-Mobile, and Verizon Wireless. Are U.S. mobile consumers generally satisfied with the mobile service being provided by their mobile network operator? More specifically, how satisfied are they with their voice coverage, data coverage and data speeds? What are consumers’ perceptions of the major three operators’ 5G networks?

This market study, based on results from iGR’s June 2023 survey of over 1,000 U.S. mobile consumers, provides insight into these questions and also provides a Net Promoter® Score of the major three operators.

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Key Questions Answered

• What is the Net Promoter® Score of the major three operators, according to the results of iGR’s survey?
• Why do consumers rate their mobile operator as they do? What are the key factors?
• How do U.S. mobile consumers rate their voice coverage, data coverage and data speeds?
• Is U.S. consumers’ dissatisfaction likely to cause a change in mobile operator?
• How do these results vary by the demographic variables of the consumers?
• How do certain results compare to results from a past survey?

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Who Should Read

• Mobile operators
• Device OEMs
• Infrastructure providers
• Content providers and distributors
• Financial analysts and investors.

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Table of Contents

• Abstract
• Executive Summary
• What This Means
• Methodology
• U.S. Mobile Consumer Satisfaction Survey Results
• Survey Respondents’ Mobile Operators
• Mobile Operator Net Promoter® Score
• Satisfaction with Voice Coverage, Data Coverage and Data Speeds
• 5G Network Perceptions
• Summary
• Survey Demographics
• Demographic Profile of U.S. Consumer Respondents
• Definitions
• About iGR
  • Disclaimer

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List of Tables

• Table 1: Mobile Operators of Survey Respondents
• Table 2: Number of Mobile Operators per Household
• Table 3: Likelihood to Recommend Mobile Service Provider
• Table 4: U.S. Mobile Service Provider Net Promoter® Scores
• Table 5: U.S. Mobile Service Provider Net Promoter® Scores, 2020, 2023
• Table 6: Reasons for Mobile Service Provider Rating
• Table 7: Reasons for Mobile Service Provider Rating, 2020, 2023
• Table 8: Satisfaction with Voice Coverage, Data Coverage and Data Speeds
• Table 9: Likely Actions from Dissatisfaction
• Table 10: Perception of U.S. Mobile Operators’ 5G Networks
• Table 11: Perception of U.S. Mobile Operators’ 5G Networks – AT&T Only
• Table 12: Perception of U.S. Mobile Operators’ 5G Networks – T-Mobile Only
• Table 13: Perception of U.S. Mobile Operators’ 5G Networks – Verizon Wireless Only
• Table 14: Perception of U.S. Mobile Operators’ 5G Networks – Other Mobile Operator Only
• Table D-1: Respondent Age
• Table D-2: Respondent Gender
• Table D-3: Respondent Marital Status
• Table D-4: Respondent Annual Household Income
• Table D-5: Respondent Level of Education
• Table D-6: Size of Household
• Table D-7: Age of Children in Household
• Table D-8: Respondent Region
• Definitions Table

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List of Charts and Figures

• Figure A: Satisfaction with Voice Coverage, Data Coverage and Data Speeds
• Figure B: U.S. Mobile Service Provider Net Promoter® Scores
• Figure 1: Mobile Operators of Survey Respondents 6
• Figure 2: Number of Mobile Operators per Household 7
• Figure 3: Likelihood to Recommend Mobile Service Provider 9
• Figure 4: U.S. Mobile Service Provider Net Promoter® Scores 10
• Figure 5: U.S. Mobile Service Provider Net Promoter® Scores, 2020, 2023 11
• Figure 6: Reasons for Mobile Service Provider Rating 12
• Figure 7: Reasons for Mobile Service Provider Rating, 2020, 2023 14
• Figure 8: Satisfaction with Voice Coverage, Data Coverage and Data Speeds 15
• Figure 9: Likely Actions from Dissatisfaction 17
• Figure 10: Perception of U.S. Mobile Operators’ 5G Networks 18
• Figure 11: Perception of U.S. Mobile Operators’ 5G Networks – AT&T Only 19
• Figure 12: Perception of U.S. Mobile Operators’ 5G Networks – T-Mobile Only 20
• Figure 13: Perception of U.S. Mobile Operators’ 5G Networks – Verizon Wireless Only
• Figure 14: Perception of U.S. Mobile Operators’ 5G Networks – Other Mobile Operator Only
• Figure D-1: Respondent Age
• Figure D-2: Respondent Gender
• Figure D-3: Respondent Marital Status
• Figure D-4: Respondent Annual Household Income
• Figure D-5: Respondent Level of Education
• Figure D-6: Size of Household
• Figure D-7: Age of Children in Household
• Figure D-8: Respondent Region

For additional information or to purchase the U.S. Mobile Consumers: Mobile Operator Satisfaction market study, please contact Iain Gillott, at (512) 796-1675 or by email.