ACSI List of Customer Satisfaction Criteria by Industry (showing ISPs at bottom)

Wow, Americans Really Hate Their Internet Service Providers

What is happening

The American Customer Satisfaction Index has released its annual survey of Americans’ satisfaction with their Internet service providers.

why is it important

As high-speed connectivity becomes an increasingly integral part of daily work and schooling habits, few ISPs meet our expectations. If we start to see increased competition, that could change.

You know you have a perception problem when your industry has a sadder sight than the US Postal Service or even gas stations. But alas, that’s where ISPs are at this week with the release of the US Customer Satisfaction Index Telecom Study for 2021-2022.

Of more than 45 different industries surveyed (including trades as diverse as food manufacturing, life insurance, airlines, hotels, hospitals, and social media), ISPs come in last for satisfaction customer base, with a rating of 64 on a scale of zero to 100. That’s two points behind the lowest industry (subscription TV services at 66) and a 1.5% loss to the performance of the previous year.

ACSI List of Customer Satisfaction Criteria by Industry (showing ISPs at bottom)

Internet Service Providers come last in ACSI’s list of customer satisfaction by industry.

ACSI

sudden link suffered the biggest drop, dropping 4% from last year’s numbers to a score of 53 and putting it firmly at the bottom of the ACSI list, a spot it also held in 2021. In April, Suddenlink’s parent company, Altice USA, has announced that it will soon rebrand the service to Optimum.

Speaking of Optimum, Altice’s other ISP didn’t do well either. It was second to last on the list with a score of 59. Other vendors that have seen their scores drop year over year include AT&T, CenturyLink and coxswain (all down 3%) and Xfinity (down 1%).

Although Xfinity’s score dropped from 2021, its rating of 66 still topped the industry average of 64. Likewise, AT&T earned a third-place finish with a score of 69, which puts it well above the industry average of 64. above the category average. Yet the decline is surprising, given the commitment of telecoms to expand their fiber network and unveil its new multi-gig speed plans This year.

There were a few bright spots. An eternal favourite, Verizon Fiosstayed ahead and gained a point, moving to 72. Kinetic by Windstream climbed 2%, to a rating of 62. Border Communications made the biggest positive leap, trending up 7% to a score of 61. While still below the industry average, it’s a significant step up from the three-year provider’s previous records with scores of 55, 55, and 57, respectively.

Another noteworthy element of the report is the newcomer T-Mobile Home Internet, which hit the market in 2021 and debuted second on the list with a score of 71. That bodes well for the fixed wireless option, which uses its 5G and 4G LTE networks to connect homes to Internet and aims to be a disruptor for traditional broadband providers (the slogan on its site is “Free yourself from Internet BS”). If those scores are any indication, he and other newcomers might stand a chance.

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