Customer satisfaction is a big deal for any business. Still, when it comes to internet slowdowns or our service crashing altogether, we can get crabby and demand an instant fix from helpful people or a high-performing app or website to help us fix it ourselves.
These areas are where the ACSI Telecommunications Study 2022-2023* shows internet service providers (ISPs) are improving. Customer service satisfaction overall with ISPs increased by 6% over 2022.
Overall, consumers rated the quality of an ISP’s mobile app at 84 out of 100, website satisfaction at 82, and helpful service center staff at 82. Call center satisfaction was at the bottom at 74.
Fiber internet is one of the fastest internet connections, reaching speeds up to 10 Gbps. Although often pricier than other types of internet, fiber provides symmetrical download and upload speeds, which gives you a faster internet experience with a more reliable connection than cable.
AT&T Fiber topped the survey with 80 out of 100 for hitting benchmarks like the app, site and helpful staff. The ISP improved its ranking in the non-fiber category – cable, DSL or fixed wireless connections – coming in second to T-Mobile internet with a 72, up from 69 in 2022.
AT&T Fiber also received top scores for overall Wi-Fi equipment quality with an 83.
T-Mobile received the top rating at 73, improving from 71 in 2022.
Cable companies scored wins in general, with the largest improvement by Kinetic by Windstream, which climbed 13% to earn a 70.
The ACSI study also looked at users’ satisfaction with streaming apps. Amazon Prime Video topped that category with an 80, increasing 8% over 2022. Comcast’s Peacock also saw improvement, with a 10% higher satisfaction rating of 79 over 2022’s 72.
We’ve come to rely on our internet connections as much as we do on our other utilities like electricity and water. ISPs have historically struggled with customer satisfaction in general, so these improvements are definitely benefiting the internet customer.
Availability for internet connections like satellite, cable, fixed wireless and fiber are based on your specific address, so even if your neighbor has an ISP, you might not be serviceable with them. Check your address with Allconnect to see your ISP choices.
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*About the study: The ACSI Telecommunications Study 2022-2023 is based on interviews with 22,061 customers, chosen at random and contacted via email between April 2022 and March 2023. Customers are asked to evaluate their recent experiences with the largest companies in terms of market share, plus an aggregate category consisting of “all other”—and thus smaller—companies in those industries.
Written by:Robin Layton
Editor, Broadband Content
Robin Layton is an editor with Allconnect. She works closely with the content team writers to ensure consumers get a fair and balanced reporting of the state of broadband services to help them understand the pro… Read more
Edited by:Camryn Smith