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
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Inaugural year:
2013
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Updated:
annually
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Most recent data:
2021
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Companies:
11 major companies, plus aggregate of smaller service providers
Benchmarks by Industry
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2020 | 2021 |
|---|---|---|
| Quality of mobile app | 79 | 76 |
| Reliability of mobile app (minimal down time, crashes, lags) | 77 | 76 |
| Website satisfaction | 75 | 73 |
| Courtesy and helpfulness of store/service center staff | 76 | 72 |
| Speed of store/service center transaction | 75 | 72 |
| Ease of understanding bill | 72 | 71 |
| Video streaming quality | 71 | 71 |
| Quality of other services (email, data storage, internet security) | 71 | 70 |
| Internet service reliability (consistency of speed and service) | 70 | 69 |
| Overall data transfer speed | 70 | 69 |
| Performance during peak hours | 70 | 69 |
| Ability to keep service interruptions and outages to a minimum | 69 | 67 |
| Variety of internet plans available | 67 | 66 |
| Call center satisfaction | 61 | 61 |
*Industry averages are weighted by companies’ market shares.
Satisfaction Benchmarks by Company
Internet Service Providers
| Company | 2020 | 2021 | % Change |
|---|---|---|---|
| Internet Service Providers | 65 | 65 | 0.0% |
| AT&T Internet | 68 | 71 | 4% |
| Verizon Fios | 73 | 71 | -3% |
| Xfinity (Comcast) | 66 | 67 | 2% |
| Cox | 61 | 63 | 3% |
| Spectrum (Charter Communications) | 63 | 63 | 0% |
| All Others | 64 | 62 | -3% |
| CenturyLink (Lumen Technologies) | 63 | 62 | -2% |
| Windstream | 61 | 61 | 0% |
| Mediacom | 59 | 60 | 2% |
| Optimum (Altice USA) | 65 | 60 | -8% |
| Frontier Communications | 55 | 57 | 4% |
| Suddenlink (Altice USA) | 57 | 55 | -4% |