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:
2023
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Companies:
17 major companies, plus aggregate of smaller service providers
Satisfaction Benchmarks by Industry
Internet Service Providers
| Industry | 2022 | 2023 | % Change |
|---|---|---|---|
| Internet Service Providers | 64 | 68 | 6% |
2023 results based on data collected April 2022 – March 2023.
Fiber Internet Service Provider Benchmarks
Customer Experience Benchmarks 2023
| Benchmarks | 2023 |
|---|---|
| Quality of mobile app | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 |
| Website satisfaction | 82 |
| Courtesy and helpfulness of store/service center staff | 82 |
| Speed of store/service center transaction | 81 |
| Video streaming quality | 81 |
| Ease of understanding bill | 80 |
| Internet service reliability (consistency of speed and service) | 80 |
| Overall data transfer speed | 80 |
| Ability to keep service interruptions and outages to a minimum | 79 |
| Quality of other services (email, data storage, internet security) | 79 |
| Performance during peak hours | 78 |
| Variety of internet plans available | 77 |
| Call center satisfaction | 74 |
Industry averages are weighted by companies’ market shares.
Non-fiber Internet Service Provider Benchmarks
Customer Experience Benchmarks 2023
| Benchmarks | 2023 |
|---|---|
| Quality of mobile app | 79 |
| Reliability of mobile app (minimal down time, crashes, lags) | 78 |
| Courtesy and helpfulness of store/service center staff | 77 |
| Speed of store/service center transaction | 76 |
| Website satisfaction | 76 |
| Ease of understanding bill | 75 |
| Video streaming quality | 74 |
| Internet service reliability (consistency of speed and service) | 72 |
| Overall data transfer speed | 72 |
| Performance during peak hours | 71 |
| Quality of other services (email, data storage, internet security) | 71 |
| Ability to keep service interruptions and outages to a minimum | 70 |
| Variety of internet plans available | 68 |
| Call center satisfaction | 63 |
Industry averages are weighted by companies’ market shares.
Customer Experience Benchmarks
In-Home Wi-Fi Equipment 2023
| Benchmarks | Fiber ISPs | Non-fiber ISPs | Third Party |
|---|---|---|---|
| Security of Wi-Fi connection | 81 | 76 | 73 |
| Reliability of Wi-Fi in restarting quickly after loss of service | 80 | 72 | 70 |
| Ability of Wi-Fi to handle multiple connected devices at the same time | 79 | 73 | 70 |
| Range of Wi-Fi service throughout house | 79 | 73 | 70 |
| Reliability of Wi-Fi in terms of avoiding loss of service | 79 | 71 | 71 |
| Upload/download speed of Wi-Fi | 79 | 72 | 70 |
| Price paid for router and any other hardware (such as Wi-Fi extenders/boosters) required for service | 76 | 68 | 70 |
Fiber ISP Wi-Fi Equipment
Overall Wi-Fi Quality
| Company | 2023 |
|---|---|
| AT&T Internet | 84 |
| All Others | 80 |
| Google Fiber | 80 |
| CenturyLink Fiber (Lumen Technologies) | 79 |
| Fiber ISPs | 79 |
| Verizon Fios | 79 |
| Frontier Fiber | 77 |
| Xfinity Fiber (Comcast) | 77 |
Non-fiber ISP Wi-Fi Equipment
Overall Wi-Fi Quality
| Company | 2023 |
|---|---|
| Sparklight (Cable One) | 81 |
| Kinetic by Windstream | 76 |
| AT&T Internet | 75 |
| T-Mobile | 75 |
| Xfinity (Comcast) | 75 |
| Non-fiber ISPs | 73 |
| Spectrum (Charter Communications) | 72 |
| All Others | 71 |
| Cox | 71 |
| Xtream (Mediacom) | 70 |
| CenturyLink (Lumen Technologies) | 67 |
| Frontier Communications | 66 |
| Optimum (Altice USA) | 66 |
Third-Party Wi-Fi Equipment
Overall Wi-Fi Quality
| Company | 2023 |
|---|---|
| Netgear | 74 |
| LinkSys | 72 |
| TP-Link | 72 |
| Third Party | 70 |
| All Others | 67 |
| ASUS | 67 |