Quick Problem Resolution Boosts Satisfaction for Medium Business and Large Enterprise Wireless Customers, J.D. Power Finds

AT&T Ranks Highest in Large Enterprise Segment; T-Mobile Ranks Highest in Medium and Small Business

Overall satisfaction among business wireless customers has increased for a fourth consecutive year to 876 (on a 1,000-point scale), an increase of nine points from 2022, according to the J.D. Power 2023 U.S. Business Wireless Satisfaction Study,^SM released today. Additionally, the study reveals that medium business and large enterprise customers have reached a new high of overall satisfaction with their wireless providers, which is attributed to improvements in wireless performance and reliability, customer support and billing practices.

“Medium and large businesses are not only experiencing fewer problems with their wireless providers but when they do, they are tending to be resolved on the first contact,” said Carl Lepper, director of technology, media & telecom at J.D. Power. “Fewer problems and an increase in first contact resolution are leading to strong brand loyalty, as nearly half of these businesses indicate they will not be switching providers in the next 12 months. Looking ahead, continuing focus on customer support and high network quality will drive overall satisfaction higher.”

Study Rankings

AT&T ranks highest in the large enterprise segment for a third consecutive year, with a score of 898.

T-Mobile ranks highest in the medium business segment with a score of 888. AT&T (882) ranks second.

T-Mobile ranks highest in the small business segment with a score of 842. AT&T (829) ranks second.

See the rank charts for each segment at http://www.jdpower.com/pr-id/2023132.

The 2023 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors: performance and reliability; customer service; sales representatives and account executives; billing; cost of service; and offerings and promotions. 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 2,720 business decision-makers for wireless services in the United States and includes evaluations of their wireless carriers. The study was fielded in June-July 2023.

For more information about the U.S. Business Wireless Satisfaction Study visit https://www.jdpower.com/business/resource/us-business-wireless-customer-satisfaction-study.

About J.D. Power

J.D. Power is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world's leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.

J.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company’s business offerings, visit JDPower.com/business. The J.D. Power auto shopping tool can be found at JDPower.com.

About J.D. Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info

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