T-Mobile has the most loyal postpaid and prepaid customers, according to data analytics company J.D. Power. The study, conducted from June to November 2025, is based on responses from 59,097 customers.
The study evaluated the performance of carriers across eight metrics: value for price paid, quality of service, level of trust, ease of doing business, people, product and service offerings, digital tools, and problem resolution.
T-Mobile comes out on top for the second time in a row
T-Mobile customers report higher satisfaction levels than the postpaid segment average. | Image Credit - J.D. Power
J.D. Power found that carriers who resolved issues with minimal effort on the customer's part in as little as ten minutes were the most successful in retaining subscribers. Customer loyalty hinges on the ease of doing business and the speedy resolution of issues via digital channels.
Carl Lepper, senior director of technology, media and telecom at J.D. Power, notes that while network quality and pricing drive customer acquisition, being easy to work with is what fuels long-term retention.
T-Mobile ranked highest for customer satisfaction in both postpaid and prepaid categories.
Consumer Cellular led the postpaid mobile virtual network operators (MVNO) category, and Mint Mobile took the top spot for prepaid MVNOs.
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True loyalty comes from how easy it is for customers to work with a carrier once they’re in the system, especially when it comes to resolving issues, managing bills and getting answers quickly.
Carl Lepper, senior director of technology, media and telecom at J.D. Power, January 2026
It's really that simple
T-Mobile boasts the lowest churn rate in the industry, and J.D. Power's report reveals why. Customers don't appreciate being bounced between bots and unhelpful representatives. T-Mobile is excelling in this area, and its T-Force social media team and T-Life app likely played instrumental roles in that.
Is T-Mobile's customer service the reason why you haven't left?
Is T-Mobile going to throw this away?
T-Mobile is moving toward a self-service model and has begun incorporating AI into the mix. While AI-powered bots can be helpful in some instances, customers generally don't like conversing with them, and they often prove inept at solving complex problems.
The US carrier market is saturated, meaning there are fewer new postpaid subscribers to acquire. This makes customer retention all the more important. While T-Mobile has been panned online for price hikes and unfavorable policy shifts, its prompt problem resolution remains the primary reason customers stick around.
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Anam Hamid is a computer scientist turned tech journalist who has a keen interest in the tech world, with a particular focus on smartphones and tablets. She has previously written for Android Headlines and has also been a ghostwriter for several tech and car publications. Anam is not a tech hoarder and believes in using her gadgets for as long as possible. She is concerned about smartphone addiction and its impact on future generations, but she also appreciates the convenience that phones have brought into our lives. Anam is excited about technological advancements like folding screens and under-display sensors, and she often wonders about the future of technology. She values the overall experience of a device more than its individual specs and admires companies that deliver durable, high-quality products. In her free time, Anam enjoys reading, scrolling through Reddit and Instagram, and occasionally refreshing her programming skills through tutorials.
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