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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:

    2021

  • 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%

Connect With ACSI

Connect With ACSI

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