The business wireless industry continues to build momentum, with overall satisfaction improving across every business segment, according to the JD Power 2026 U.S. Business Wireless Satisfaction Study,SM released today.
Overall satisfaction improves across small, medium and large enterprise segments in 2026. At an industry level, almost all factors achieve year-over-year gains, with the overall satisfaction increasing by 9 points, to 735 (on a 1,000-point scale), compared with 2025. Businesses report that wireless plans are easier to understand, contracts are clearer and service offerings provide greater flexibility and value than in previous years.
While opportunities remain in areas, including phone-based support and maintaining service quality consistency, the overall direction of the market is clear: business wireless providers are succeeding by simplifying and further digitizing the customer experience, improving value delivery and confidence that their wireless solutions meet evolving business needs.
“Business wireless providers continue to invest in automation and digital support tools,” said Carl Lepper, senior director of the TMT and Utilities Practice at JD Power. “But the 2026 study shows that businesses still place tremendous value on timely access to knowledgeable representatives when issues arise. As carriers expand the use of automated response systems that in many cases include virtual assistants, delivering a seamless path to resolution will be critical to maintaining customer satisfaction.”
Study Rankings
T-Mobile ranks highest in the large enterprise segment with a score of 768. Verizon Wireless (748) ranks second.
Verizon Wireless ranks highest in the medium business segment with a score of 747. T-Mobile (741) ranks second.
T-Mobile ranks highest in the small business segment with a score of 712. Spectrum Business (692) ranks second, followed by AT&T (691) in third.
To view the complete rankings, visit http://www.jdpower.com/pr-id/2026104
The 2026 U.S. Business Wireless Satisfaction Study measures satisfaction across six factors for small business (in order of importance): network quality; cost of service; billing; offerings and promotions; digital tools and support; and customer phone support.
For medium business, the study measures satisfaction across seven factors (in order of importance): network quality; sales representative; cost of service; billing; offerings and promotions; digital tools and support; and customer phone support.
For large enterprise, the study measures satisfaction across seven factors (in order of importance): network quality; sales representative; cost of service; billing; offerings and promotions; digital tools and support; and customer phone support. The study segments organizations by self-reported employee count: small businesses (1–19 employees), medium businesses (20–499 employees), and large enterprise (500+ employees).
The study is based on responses from 3,709 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 2026.
For more information about the U.S. Business Wireless Satisfaction Study visit https://www.jdpower.com/business/u-s-business-wireless-satisfaction-study/
About JD Power
JD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.
As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.
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