When you last checked your mobile or home internet bill, did you reach for your phone or sit down with your laptop or desktop computer? According to a new J.D. Power study, people would rather access their accounts via apps than websites. And that preference is especially strong when it comes to telecom companies such as mobile carriers and home internet providers (which increasingly overlap).
According to the 2026 US Telecom Digital Experience Study, surveyed customers gave app login an average satisfaction score of 681 for wireless carriers and 689 for internet service providers (out of 1,000 points). Website login trailed those by 38 points and 42 points, respectively. J.D. Power gathered evaluations from 12,082 customers of eight internet providers and 14 wireless carriers.
Biometric logins were a major factor in the decision. When accessing an account, there are always one or more layers of authentication just to get in. An app tends to
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