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The Wireless CX Benchmark Report Every Carrier and Retailer Should Have

The 2026 Wireless Panel Study from Market Force provides independent benchmarking across leading US mobile providers and leading device brands, including year-over-year comparisons. Real consumer data. Clear competitive intelligence. Everything you need to understand the mobile CX landscape.

Fill out the form below to access the results instantly and gain your competitive advantage today.

Wireless consumers are locked in, not loyal

The wireless industry has a loyalty problem. Customers aren't switching, but they're not satisfied either. The 2026 Wireless Panel Study surveyed 1,647 wireless consumers across provider experience, device satisfaction, in-store sales, brand trust, churn intent, and more. And the results are in.

Smaller, service-focused carriers are outperforming the industry's largest players on nearly every CX metric that matters. This report maps the full wireless consumer experience so you can see exactly where expectations are going unmet and where the opportunity to differentiate is greatest.

Key Findings

42%
Overall satisfaction

The satisfaction gap

Only 42% of wireless customers report being overall satisfied with their provider, yet 81% say they're not thinking about switching.

Retention without satisfaction isn't loyalty. It's inertia.

37%
Cost satisfaction

The price paradox

Cost is the #1 factor consumers cite when selecting a new device, named by 79% of respondents. Yet cost satisfaction ranks dead last among all measured provider experience attributes.

Customers care most about what the industry is delivering least.

45%
Likelihood to recommend

Most customers won't refer you

Fewer than half of wireless customers say they'd recommend their current provider.

Satisfied customers tell friends. The rest just stay quiet.

What's Inside the Study

Benchmark data and ranked brand performance across every channel that matters.

Provider brand ranking and customer loyalty index

How major carriers compare on CLI, trust, and brand image across the full competitive set.

Provider CX metrics

Overall satisfaction, likelihood to return, likelihood to recommend, and product/service satisfaction by attribute.

Provider exodus and anticipated churn

Who's at risk of losing customers, and the key drivers behind switching intent.

Devices landscape

Smartphone market share, purchase channel behavior, and years of ownership by device brand.

Smartphone brand ranking and CX metrics

How leading devices compare on satisfaction, competitiveness, and product/service ratings.

Smartphone anticipated churn

Upgrade intent, switching likelihood, and the factors driving next device decisions.

Get the Full 2026 Wireless Panel Study

Fill out the form to access the complete interactive report containing clickable charts, brand-by-brand rankings, and benchmark data you can use immediately. Delivered to your inbox within minutes of submiting the form.

  • Clickable charts and interactive data across all sections

  • Provider-by-provider brand rankings and CLI scores

  • Covers both provider and device CX in a single report

Market Force helps the world's leading brands measure, manage, and improve the customer experience. The 2026 US Wireless Panel Study is part of our ongoing series of industry benchmarking programs.

⇒ Interested in other industries? Explore our diverse range of panel study results across various industries.

2026 US Wireless Panel Study Full Report