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Press Release

Wireless Carrier Customer Satisfaction Surges on Improved Support, Better Value

Wireless carriers are resolving customer problems faster, delivering consistently high-quality service and demonstrating great value for the price they are paying.

Press Release

Wireless Network Quality Returns to Record High, JD Power Finds

According to the JD Power 2026 U.S. Wireless Network Quality Performance Study—Volume 2, released today, wireless customers experienced just 8 problems per 100 (PP100), the fewest number of problems recorded since the 2025 U.S. Wireless Network Quality Performance Study—Volume 2, which was a record low. A lower PP100 score indicates higher network quality.

2026 U.S. Business Internet Satisfaction Study

Press Release

Cost Satisfaction Up but Rising Demand Puts Enterprise Internet Reliability at Risk, JD Power Finds

Overall business internet satisfaction reaches 709 in 2026, a 2-point increase from 2025.

TMT|TMT Chart 1|TMT Chart 2|TMT Chart 3

Insights

Fixed Wireless Consistently Outperforms Fiberoptic and Cable Internet in Customer Satisfaction

Mobile carriers are flooding the airwaves with catchy commercials boasting about their ability to provide affordable, high-speed home internet. The advertising push aims to build awareness for Fixed Wireless Access (FWA).

Couple watching television|Overall Satisfaction|Graph of Regions|Television Factor Satisfaction|Bar Graph

Insights

Loyalty among Live TV Streamers Much Stronger than Cable and Satellite Customers

No cord? No problem. At least, no loyalty problems. Even though it may be easier to switch streaming service than it is to change cable or satellite providers, customers in the United States are far more loyal to streamers than traditional television providers.

17 November 2023

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Insights

As U.S. Households Now Subscribe to More Streaming Services than Ever, Customer Satisfaction Starts to Decline

Streaming services may be heading into tougher times. Not only is the competition fierce and cost of acquiring and producing content high; subscribers may be nearing their limit with how many subscriptions they carry and what they spend.

2 November 2022

Customer Service

Insights

Work-at-Home Top Performer Spotlight: How Pitney Bowes Succeeds in Adversity

Article: As the work-at-home situation continues to evolve for customer service operations, we've been fortunate to feature top performing companies to provide practices and ideas that have helped take their operations to the next level.

guy on phone teaser

Insights

Best Practices from Certified Top Performers Episode 7

In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction. Check out Episode 7 with Global Experience Specialists, Inc. (GES).

Customer Service Best Practices Video 3

Insights

Best Practices from Certified Top Performers Episode 3

In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction. Check out Episode 3 with Freeman.

Customer Service Best Practices Video 1

Insights

Best Practices from Certified Top Performers Episode 1

In this series Mark Miller, Customer Service Solutions Practice Leader at JD Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction. Check out Episode 1 with Global Experience Specialists, Inc. (GES).

Insights

Service Industry Solutions: The JD Power VoX Approach to Improving the Customer Experience

Based on more than 45 years of research and industry expertise, JD Power knows that the companies that are able to overcome today's biggest challenges of delivering award-winning customer experience and reap the financial rewards adhere to five key practices under the JD Power VoX Framework:

Certified Call Center Program

Insights

Certified Call Center Program

The JD Power Certified Call Center Program sends a clear and unequivocal message to consumers that your company’s call center focuses on providing the highest levels of customer satisfaction. For call centers in service industries seeking to distinguish themselves in a highly competitive marketplace, certification provides a distinct advantage.

12 February 2014