Better Price on Service: Top Reason Business Wireless Customers Switch, J.D. Power Finds

T-Mobile Ranks Highest in Large Enterprise and Small Business Segments; Verizon Wireless Ranks Highest in Medium Business

Better Price on Service: Top Reason Business Wireless Customers Switch, J.D. Power Finds

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Geno Effler, J.D. Power; West Coast; 714-621-6224; media.relations@jdpa.com
John Roderick; East Coast; 631-584-2200; john@jroderick.com

For small, medium and large enterprise businesses, the number one reason for switching to a new wireless provider is for a better price on service, according to the J.D. Power 2024 U.S. Business Wireless Satisfaction Study^SM, released today. The average score for cost of service satisfaction is at 686 (on a 1,000-point scale) and, for customers who strongly agree their plan has improved in value, satisfaction is 829, highlighting the room for improvement with value perception.

“Building a value proposition goes beyond the actual cost of service,” said Carl Lepper, director of technology, media & telecom at J.D. 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.

See the rank charts for each segment at http://www.jdpower.com/pr-id/2024116.

The 2024 U.S. 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.

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 55 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