Skip to content

Internet Service Providers

Access more than 30 data benchmarks for the largest internet service providers

Obtain unique metrics for ISPs such as Wi-Fi quality, outages, and all aspects of customer service.

INTERNET SERVICE
PROVIDERS

Consumer reliance on connectivity has increased dramatically as the way we work and interact evolves. The science of ACSI can help eliminate the noise and prioritize improvements with the most impact on customer loyalty, so providers can make data-driven decisions. 

At a glance:

Internet Service Providers

  • Inaugural year:

    2013

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    11 major companies, plus aggregate of smaller service providers

Satisfaction Benchmarks by Company

Internet Service Providers

Company 2021 2022 % Change
Internet Service Providers 65 64 -1.5%
Verizon Fios 71 72 1%
T-Mobile NM 71 NA
AT&T Internet 71 69 -3%
Xfinity (Comcast) 67 66 -1%
All Others 62 65 5%
Spectrum (Charter Communications) 63 63 0%
Windstream 61 62 2%
Cox 63 61 -3%
Frontier Communications 57 61 7%
CenturyLink (Lumen Technologies) 62 60 -3%
Mediacom 60 60 0%
Optimum (Altice USA) 60 59 -2%
Suddenlink (Altice USA) 55 53 -4%

NM – Not measured NA – Not available

Internet Service Provider Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Quality of mobile app 76 77
Reliability of mobile app (minimal down time, crashes, lags) 76 76
Website satisfaction 73 74
Courtesy and helpfulness of store/service center staff 72 73
Ease of understanding bill 71 72
Speed of store/service center transaction 72 72
Video streaming quality 71 71
Internet service reliability (consistency of speed and service) 69 69
Overall data transfer speed 69 69
Performance during peak hours 69 69
Quality of other services (email, data storage, internet security) 70 69
Ability to keep service interruptions and outages to a minimum 67 67
Variety of internet plans available 66 66
Call center satisfaction 61 61

Industry averages are weighted by companies’ market shares.

Customer Experience Benchmarks

ISP-Provided Wi-Fi Equipment and Third-Party Wi-Fi Equipment 2022

Benchmarks Internet Service Providers Third Party
Security of Wi-Fi connection 74 74
Ability of Wi-Fi to handle multiple connected devices at the same time 71 74
Range of Wi-Fi service throughout house 71 73
Reliability of Wi-Fi in terms of avoiding loss of service 70 73
Upload/download speed of Wi-Fi 70 72
Reliability of Wi-Fi in restarting quickly after loss of service 69 72
Price paid for router and any other hardware (such as Wi-Fi extenders/boosters) required for service 67 72

Internet Service Providers Wi-Fi Equipment

Overall Wi-Fi Quality

Company 2022
T-Mobile 76
Verizon Fios 76
AT&T Internet 72
Xfinity (Comcast) 72
All Others 71
Cox 70
Spectum (Charter Communications) 69
Mediacom 68
Optimum (Altice USA) 67
Windstream 67
Frontier Communications 65
SuddenLink (Altice USA) 64
CenturyLink (Lumen Technologies) 63

Third-Party Wi-Fi Equipment

Overall Wi-Fi Quality

Company 2022
TP-Link 75
ASUS 74
LinkSys 72
Netgear 72
All Others 67

Connect With ACSI

Connect With ACSI

Want to get in touch with one of our experts? We’d love to hear from you.
Reach out to us using the form below.

I am interested in the following industries (select all that apply):