As more improvements are made to our smartphones and the networks they connect to, it comes as no surprise that an increasing number of people are satisfied with their cellular service.
J.D. Power has released its 2025 US Wireless Network Quality Performance Study (via Phone Arena), and the key takeaway is that network quality has reached new highs, with fewer reported issues than the study has ever seen. This means that, on average, wireless customers are happier with their service’s performance, which is a significant win for consumers as their choices continue to dwindle.
Verizon takes the cake with the highest reported satisfaction
Verizon scored the best, but everyone appears to be a winner
You can check out J.D. Power’s charts, which break down performance across carriers (above). Out of six regions, Verizon is at the top of four, with the fewest reported network problems nationwide. The study is based on responses from 31,237 wireless customers. In addition to exploring the satisfaction of wireless customers with smartphones, the study also considers the network performance of mobile broadband devices and tablets. The study was conducted from December 2024 to May 2025, making it a relatively recent analysis of customer satisfaction.
Now, the key thing to consider is whether mobile devices are being used more or less than in previous studies. The report notes that users are interacting with their wireless devices less frequently than in previous years, with an average drop of six minutes in 48 hours. However, the low number of customer complaints renders this usage drop insignificant, indicating that less usage isn’t the only reason users are reporting fewer issues with their carriers; the carriers are actually improving, as J.D. Power’s report confirms.
While Verizon appears to offer the most satisfied customers, by and large, mobile users are all winners when usage issues are dropping. As our carriers mature, so too does the technology in use, and now that we are well into the age of 5G with 6G still way out on the horizon, it makes sense that with a mature product comes pleased customers. And, sure, our choices appear to be shrinking, at least when it comes to postpaid carriers. However, as the market consolidates, it seems that one service isn’t significantly different from the next as the playing field levels, and the result is reliable coverage for everyone.
