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:
2025
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Companies:
23 major companies, plus aggregate of smaller service providers
Satisfaction Benchmarks by Industry
Internet Service Providers
| Industry | 2024 | 2025 | % CHANGE |
|---|---|---|---|
| Internet Service Providers | 71 | 72 | 1% |
Fiber Internet Service Providers
Satisfaction Benchmarks by Company
| Anchor Link | Category | 2024 | 2025 | % CHANGE |
|---|---|---|---|---|
| Fiber Internet Service Providers | 76 | 75 | -1% | |
| #att-fiber | AT&T Fiber | 80 | 78 | -3% |
| #google-fiber | Google Fiber | 76 | 76 | 0% |
| #verizon-fios | Verizon Fios | 77 | 76 | -1% |
| #xfinity-fiber-comcast | Xfinity Fiber (Comcast) | 75 | 75 | 0% |
| #brightspeed-fiber | Brightspeed Fiber | NA | 72 | NA |
| #kinetic-fiber-by-windstream | Kinetic Fiber by Windstream | 72 | 72 | 0% |
| #centurylink-quantum-fiber-lumen-technologies | CenturyLink/Quantum Fiber (Lumen Technologies) | 76 | 71 | -7% |
| #frontier-fiber | Frontier Fiber | 76 | 71 | -7% |
| #optimum-fiber-altice-usa | Optimum Fiber (Altice USA) | 66 | 71 | 8% |
| All Others | 77 | 70 | -9% |
NA – Not Available
Fiber Internet Service Providers
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Quality of mobile app | 84 | 82 |
| Internet service reliability (consistency of speed and service) | 82 | 81 |
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 81 |
| Video streaming quality | 83 | 81 |
| Courtesy and helpfulness of store/service center staff | 81 | 80 |
| Overall data transfer speed | 82 | 80 |
| Website satisfaction | 81 | 80 |
| Ability to keep service interruptions and outages to a minimum | 81 | 79 |
| Ease of understanding bill | 81 | 79 |
| Quality of other services (email, data storage, internet security) | 80 | 79 |
| Speed of store/service center transaction | 81 | 79 |
| Performance during peak hours | 80 | 78 |
| Variety of internet plans available | 78 | 77 |
| Call center satisfaction | 73 | 72 |
Non-Fiber Internet Service Providers
Satisfaction Benchmarks by Company
| Anchor Link | Category | 2024 | 2025 | % CHANGE |
|---|---|---|---|---|
| Non-fiber Internet Service Providers | 68 | 70 | 3% | |
| #t-mobile-5g-home-internet | T-Mobile 5G Home Internet | 76 | 78 | 3% |
| #verizon-5g-home-internet | Verizon 5G Home Internet | 74 | 77 | 4% |
| #parklight-cable-one | Sparklight (Cable One) | NA | 71 | NA |
| #spectrum-charter-communications | Spectrum (Charter Communications) | 68 | 71 | 4% |
| All Others | 65 | 70 | 8% | |
| #att-internet | AT&T Internet | 69 | 70 | 1% |
| #xfinity-comcast | Xfinity (Comcast) | 67 | 69 | 3% |
| #cox | Cox | 68 | 68 | 0% |
| #cox | Optimum (Altice USA) | 63 | 63 | 0% |
| #xstream-mediacom | Xtream (Mediacom) | 61 | 63 | 3% |
| #centurylink-lumen-technologies | CenturyLink (Lumen Technologies) | 62 | 62 | 0% |
| #kinetic-by-windstream | Kinetic by Windstream | 56 | 62 | 11% |
| Breezeline | NA | 61 | NA | |
| #frontier-communications | Frontier Communications | 59 | 58 | -2% |
| #brightspeed | Brightspeed | NA | 53 | NA |
NA – Not Available
Non-Fiber Internet Service Providers
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2024 | 2025 |
|---|---|---|
| Quality of mobile app | 81 | 81 |
| Reliability of mobile app (minimal down time, crashes, lags) | 81 | 80 |
| Video streaming quality | 77 | 77 |
| Website satisfaction | 76 | 77 |
| Courtesy and helpfulness of store/service center staff | 77 | 76 |
| Ease of understanding bill | 76 | 76 |
| Internet service reliability (consistency of speed and service) | 75 | 76 |
| Overall data transfer speed | 75 | 75 |
| Ability to keep service interruptions and outages to a minimum | 74 | 74 |
| Performance during peak hours | 74 | 74 |
| Speed of store/service center transaction | 75 | 74 |
| Quality of other services (email, data storage, internet security) | 72 | 73 |
| Variety of internet plans available | 69 | 70 |
| Call center satisfaction | 64 | 67 |
Industry averages are weighted by companies’ market shares.
2025 results based on data collected April 2024 – March 2025.