GoKawiilEdgar Cervantes / Android Authority
TL;DR A new survey from ASCI indicates that after years of decline, the wireless industry’s customer satisfaction scores seem to be turning around.
The improvement is more noticeable on the prepaid end of the market, but even postpaid brands have seen increased scores.
In addition to the wireless market, ASCI also reports that Samsung holds the top satisfaction score when it comes to phones, while Samsung and Apple tie for wearables.
The last few years have been rough for many industries, and the mobile wireless business is no exception. According to a survey from ASCI (American Customer Satisfaction Index), customer satisfaction has been creeping downward for a while now across the industry.
From increasing prices to lowered customer support quality, there are many reasons why customer satisfaction has previously declined. The impact has been most apparent for postpaid carriers, but the prepaid market has also seen some decline here.
The good news is that the latest results suggest that things are finally starting to turn around in 2026. In fact, the industry average across both prepaid and postpaid carriers is at a record high of 77, which represents a 3% improvement. Seems a bit funny, considering how most of us are still complaining about carrier pricing and customer service, but the numbers appear to be correct.
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Of course, the improvement in satisfaction isn’t completely even across the board. Mobile network operators like Verizon, AT&T, and T-Mobile saw the smallest gains, improving by 1%. Both AT&T and Verizon had scores of 76 out of 100, while T-Mobile is marginally ahead at 78 out of 100.
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