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When you last checked your mobile phone or home internet bill, did it access your account? phone Or sitting with your laptop or desktop computer? According to a new study by JD Power, people prefer to access their accounts via apps rather than websites. This preference is particularly strong when it comes to telecommunications companies such as Mobile vectors and Home internet providers (which increasingly overlap).
According to 2026 US Digital Communications Experience Studycustomers surveyed gave logging into the app an average satisfaction score of 681 for wireless carriers and 689 for ISPs (out of 1,000 points). Logging into a website came next, at 38 points and 42 points, respectively. J.D. Power collected ratings from 12,082 customers from eight Internet providers and 14 wireless carriers.
Biometric logins were a major factor in the decision. When accessing an account, there is always one or more layers of authentication just for access. The app tends to speed up your entry through the door by using facial or finger recognition to log in or upload a passkey.
Built-in services like Apple’s Passwords app can also use biometrics to unlock and fill out credentials saved on websites, but the experience isn’t that seamless. JD Power noted that maintenance issues and slow response are also hampering the website login experience across both segments.
This helps explain why telcos are investing heavily in improving their apps. First, T-Mobile’s T-Life app is increasingly becoming the central point of customer interaction. And this week AT&T rolled out a new app — Its name is simply AT&T – This is a single resource for mobile and broadband customers.
AT&T’s Jeff Dixon, assistant vice president of digital product management and development, emphasized the importance of speed in fixing the company’s applications.
“We focused on performance to make it fast all the time,” he said, noting extensive engineering work on back-end services to cache and pre-fetch data.
The J.D. Power study also found that the gap between satisfaction with carriers’ apps and websites was wider than in other industries, suggesting that wireless and internet service providers need to shore up their web experiences. There was a 25-point gap between apps and websites for wireless carriers, and an 11-point gap for Internet service providers.
Overall, customer satisfaction was 654 out of 1,000 for wireless carriers and 659 for ISPs. The results were based on four factors in order of importance: design, system performance, tools and capabilities, and information.
How telecom companies ranked in the 2026 US Digital Communications Experience Study.
Among wireless carriers, Mint Mobile had the highest score (704), followed by Spectrum Mobile (678), followed by a tie between Metro by T-Mobile and T-Mobile itself (672). It’s worth noting that Spectrum is the only company that isn’t owned by T-Mobile.
For ISPs, T-Mobile ranked first in the survey with a score of 695, followed by AT&T at 675 and Verizon at 669.