Internet Service Providers
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INTERNET SERVICE
PROVIDERS
Consumers rely heavily on their internet service for everything from their livelihood to their social interactions, entertainment, and beyond. The science of the ACSI helps ISPs eliminate the noise from customer satisfaction survey data and prioritize improvements so customers will continue to choose them to provide this essential service.
At a glance:
Internet Service Providers
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Inaugural year:
2013
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Updated:
annually
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Most recent data:
2024
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Companies:
19 major companies, plus aggregate of smaller service providers
Satisfaction Benchmarks by Industry
| Industry | 2023 | 2024 | % CHANGE |
|---|---|---|---|
| Internet Service Providers | 68 | 71 | 4% |
Fiber Internet Service Providers
| Anchor Link | Category | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Fiber Internet Service Providers | 75 | 76 | 1% | |
| #att-fiber | AT&T Fiber | 80 | 80 | 0% |
| All Others | 75 | 77 | 3% | |
| #verizon-fios | Verizon Fios | 75 | 77 | 3% |
| #centurylink-fiber-lumen-technologies | CenturyLink Fiber (Lumen Technologies) | 78 | 76 | -3% |
| #frontier-fiber | Frontier Fiber | 74 | 76 | 3% |
| #google-fiber | Google Fiber | 76 | 76 | 0% |
| #xfinity-fiber-comcast | Xfinity Fiber (Comcast) | 73 | 75 | 3% |
| #kinetic-fiber-by-windstream | Kinetic Fiber by Windstream | NM | 72 | NA |
| #optimum-fiber-altice-usa | Optimum Fiber (Altice USA) | NM | 66 | NA |
NM – Not Measured
NA – Not Available
Fiber Internet Service Providers
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Ability to keep service interruptions and outages to a minimum | 79 | 81 |
| Call center satisfaction | 74 | 73 |
| Courtesy and helpfulness of store/service center staff | 82 | 81 |
| Ease of understanding bill | 80 | 81 |
| Internet service reliability (consistency of speed and service) | 80 | 82 |
| Overall data transfer speed | 80 | 82 |
| Performance during peak hours | 78 | 80 |
| Quality of mobile app | 84 | 84 |
| Quality of other services (email, data storage, internet security) | 79 | 80 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 83 |
| Speed of store/service center transaction | 81 | 81 |
| Variety of internet plans available | 77 | 78 |
| Video streaming quality | 81 | 83 |
| Website satisfaction | 82 | 81 |
Non-Fiber Internet Service Providers
| Anchor Link | Category | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Non-fiber Internet Service Providers | 66 | 68 | 3% | |
| #t-mobile-5g-home-internet | T-Mobile 5G Home Internet | 73 | 76 | 4% |
| #verizon-5g-home-internet | Verizon 5G Home Internet | NM | 74 | NA |
| #att-internet | AT&T Internet | 72 | 69 | -4% |
| #cox | Cox | 64 | 68 | 6% |
| #spectrum-charter-communications | Spectrum (Charter Communications) | 64 | 68 | 6% |
| #xfinity-comcast | Xfinity (Comcast) | 68 | 67 | -1% |
| All Others | 66 | 65 | -2% | |
| #optimum-altice-usa | Optimum (Altice USA) | 58 | 63 | 9% |
| #centurylink-lumen-technologies | CenturyLink (Lumen Technologies) | 62 | 62 | 0% |
| #xstream-mediacom | Xtream (Mediacom) | 65 | 61 | -6% |
| #frontier-communications | Frontier Communications | 61 | 59 | -3% |
| #kinetic-by-windstream | Kinetic by Windstream | 70 | 56 | -20% |
NM – Not Measured
NA – Not Available
Non-Fiber Internet Service Providers
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Ability to keep service interruptions and outages to a minimum | 70 | 74 |
| Call center satisfaction | 63 | 64 |
| Courtesy and helpfulness of store/service center staff | 77 | 77 |
| Ease of understanding bill | 75 | 76 |
| Internet service reliability (consistency of speed and service) | 72 | 75 |
| Overall data transfer speed | 72 | 75 |
| Performance during peak hours | 71 | 74 |
| Quality of mobile app | 79 | 81 |
| Quality of other services (email, data storage, internet security) | 71 | 72 |
| Reliability of mobile app (minimal down time, crashes, lags) | 78 | 81 |
| Speed of store/service center transaction | 76 | 75 |
| Variety of internet plans available | 68 | 69 |
| Video streaming quality | 74 | 77 |
| Website satisfaction | 76 | 76 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected April 2023 – March 2024.