Reports: T-Mobile Tops Verizon and Others in Wireless Customer Care, and Wireless Network Quality Varies Across America


J.D. Power issued the release for Volume 1 of its 2019 U.S. Wireless Customer Care Studies.

These studies, which cover full-service and non-contract carriers, are based on responses from 11,531 customers who contacted their carrier’s customer care department within the past 3 months. It evaluate customer care experiences across 12 different customer care channels: phone customer service reps; in-store contact; online chat; email; social media post; carrier app question post; automated telephone systems; website search; social media search; user forum; video from carrier; and carrier app search.

For full-service carriers, T-Mobile ranks highest with a score of 833 on a 1,000-point scale, topping Verizon in second at 812. Cricket ranks highest with a score of 815 for non-contract carriers, and Consumer Cellular ranks highest with a score of 868 for non-contract value carriers.

Wireless Network Quality Varies Across America: Verizon Wireless Continues to Dominate, Driven by Infrastructure Investment

While wireless network problems are rising among customers in the Northeast, Mid-Atlantic and North Central regions, problems have decreased in the Southeast region. Additionally, the least amount of problems experienced are in suburban areas, while the rural and urban areas experience the most, according to the J.D. Power 2019 U.S. Wireless Network Quality Performance StudySM — Volume 1.

“As consumers anxiously await the availability of 5G outside of urban areas, providers that have invested in current 4G LTE infrastructure to improve network quality in the rural areas they serve have seen the fewest amount of network problems,” said Ian Greenblatt, Managing Director at J.D. Power. “It is no secret that the ROI on investing in rural areas is quite low, but as more rural customers shift to unlimited data plans, the notable incremental demand on the system necessitates investment to maintain the reliable network quality those customers have come to expect and enjoy.”

Study Results

Verizon Wireless ranks highest in all 6 regions covered in the study, achieving the lowest network quality problems per 100 connections (PP100) in call quality, messaging quality and data quality in each region. T-Mobile ties Verizon in data quality in the Northeast region.

The 2019 U.S. Wireless Network Quality Performance Study — Volume 1 is based on responses from 32,159 wireless customers. Carrier performance is examined in 6 regions: Mid-Atlantic, North Central, Northeast, Southeast, Southwest, and West. In addition to evaluating the network quality experienced by customers with wireless phones, the study also measures the network performance of tablets and mobile broadband devices. The study was fielded from July through December 2018.

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Here’s the release for wireless network quality that measures network quality for wireless phones, tablets, and mobile broadband devices In this study, Verizon ranks highest overall in all 6 regions.

For more information about the U.S. Wireless Network Quality Performance Study, visit

About the Author: J.D. Power telecom ratings are a trusted source for wireless smartphone ratings, tablet ratings, wireless service ratings, Internet service provider ratings, TV service provider ratings, wireline phone service ratings, and business phone service ratings derived from their comprehensive consumer studies. All telecom ratings are based on the opinions of a representative sample of consumers who have used or owned the product or service being rated and are therefore indicative of a typical buying experience. For J.D. Power’s latest industry analytics, ratings, reports, reviews, awards, and rankings to study highlights via social media to in-person roundtables and conferences, please visit



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