Customer opinion of wireless service providers is at an all-time high, according to the latest release of the American Consumer Satisfaction Index.
ACSI, which rates satisfaction levels on a 100-point scale, gave wireless operators a score of 72, up from 69 last year, showing that the public is starting to place greater confidence in their wireless providers.
Wireless operators scored a 65 in 2004 when ACSI first started tracking the industry, but after a dip to 63 the following the year, customers' opinions of their wireless operators have gradually improved since. Compared to the fixed-line telephone industry, which scored 75, wireless still has some catching up to do, but it has long surpassed cable and other paid TV programming providers, which scored 66. Of the individual operators, Sprint showed the most year-over-year improvement, rising from 63 to 70. Verizon Wireless, which has traditionally been the most well-perceived carrier, had to share its top rating among the big four operators with T-Mobile, which improved from 71 to 73 this year. Verizon saw its rating fall a point from its all-time high of 74 last year. But the biggest surprise were the gains made by smaller operators and MVNOs such as Leap Wireless, MetroPCS, US Cellular and TracFone. Though the ACSI survey didn't break out the individual operators, as a group they recorded the highest customer satisfaction rating in the index's history: 76.