According to the JD Power 2024 US Business Wireless Satisfaction Study, the primary reason small, medium, and large enterprises switch wireless providers is to secure better pricing. The average satisfaction score for service costs is 686 (on a 1,000-point scale), but for customers who strongly believe their plan’s value has improved, satisfaction rises to 829, indicating significant room for enhancing perceived value.
“Building a value proposition goes beyond the actual cost of service,” said Carl Lepper, director of technology, media & telecom at JD Power. “Ease of understanding not only their bill, but also the contract, features, and flexibility is imperative to increasing value. Not only do providers need to build trust and have the products and services customers are looking for, but they also need to spend the time educating them and reducing effort.”
Study Rankings
T-Mobile ranks highest in the large enterprise segment with a score of 753. Verizon Wireless (739) ranks second.
Verizon Wireless ranks highest in the medium business segment with a score of 714. T-Mobile (709) ranks second.
T-Mobile ranks highest in the small business segment for a second consecutive year with a score of 678. Spectrum Business (660) ranks second.
The 2024 US Business Wireless Satisfaction Study measures satisfaction across six factors for small business: network quality; cost of service; billing; offerings and promotions, digital tools and support; and customer phone support. For medium business and large enterprise, the study measures satisfaction across seven factors: network quality; sales representative; cost of service; billing; offerings and promotions; digital tools and support; and customer phone support. Overall satisfaction is measured in three key segments: large enterprise (500 or more employees); medium business (20-499 employees); and small business (1-19 employees).
The study is based on responses from 3,995 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded from June through August 2024.
See the rank charts for each segment at the website here.
For more information about the US Business Wireless Satisfaction Study visit the website here.
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