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:
2022
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Companies:
11 major companies, plus aggregate of smaller service providers
Satisfaction Benchmarks by Company
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Internet Service Providers | 65 | 64 | -2% |
| 1 | Suddenlink (Altice USA) | 55 | 53 | -4% |
| 1 | Verizon Fios | 71 | 72 | 1% |
| 1 | T-Mobile | NM | 71 | NA |
| 1 | AT&T Internet | 71 | 69 | -3% |
| 1 | Xfinity (Comcast) | 67 | 66 | -1% |
| 1 | Spectrum (Charter Communications) | 63 | 63 | 0% |
| 1 | Windstream | 61 | 62 | 2% |
| 1 | Cox | 63 | 61 | -3% |
| 1 | Frontier Communications | 57 | 61 | 7% |
| 1 | CenturyLink (Lumen Technologies) | 62 | 60 | -3% |
| 1 | Mediacom | 60 | 60 | 0% |
| 1 | Optimum (Altice USA) | 60 | 59 | -2% |
| 1 | All Others | 62 | 65 | 5% |
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 |