Internet Service Provider

The ACSI analyzes customer satisfaction with Internet service providers (ISPs) in the U.S. consumer market based on interviews with hundreds of customers about recent experiences with their ISP. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

ISP Benchmarks »

ISP Customer Experience Benchmarks

Unique to the ISP industry, the ACSI captures customer opinions about critical elements of the customer experience, including:

    • Reliable speed and service
    • Interruptions/outages
    • Data transfer speed
    • Peak hour performance
    • Video streaming
    • Variety of plans
    • Email, data storage, and Internet security
    • Understanding bill
    • Website
    • Call center

ACSI Telecommunications and Information Report 2014 »

The ACSI Client Advantage

ISP industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

Both of these products feature ACSI’s Client Portal—the gateway to confidential ISP industry data for 2013 and ensuing years, with more than 30 data points per year for the largest service providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s user-friendly portal makes it easy for clients to gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. ISP clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.