Landline Phone Service
Science-based benchmarking for an evolving industry landscape
Gain an understanding of your competitive stance and predict landline customer behavior.
LANDLINE PHONE
SERVICE
With landline phone service facing an uncertain future, ACSI’s analytics help you ensure customer loyalty as the industry evolves.
At a glance:
Landline Phone Service
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Inaugural year:
1994
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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
Landline Phone Service
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Landline Phone Service | 71 | 70 | -1% |
| 1 | Windstream | 67 | 69 | 3% |
| 1 | Xfinity (Comcast) | 69 | 69 | 0% |
| 1 | Cox | 68 | 67 | -1% |
| 1 | Spectrum (Charter Communications) | 69 | 67 | -3% |
| 1 | Vonage | 72 | 67 | -7% |
| 1 | Optimum (Altice USA) | 70 | 66 | -6% |
| 1 | CenturyLink (Lumen Technologies) | 65 | 65 | 0% |
| 1 | Suddenlink (Altice USA) | 62 | 60 | -3% |
| 1 | Frontier Communications | 62 | 59 | -5% |
| 1 | Verizon | 74 | 74 | 0% |
| 1 | AT&T | 75 | 73 | -3% |
| 1 | All Others | 70 | 70 | 0% |
Landline Phone Service Benchmarks
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2021 | 2022 |
|---|---|---|
| Quality of mobile app | 78 | 79 |
| Reliability of mobile app (minimal down time, crashes, lags) | 77 | 78 |
| Website satisfaction | 76 | 77 |
| Courtesy and helpfulness of store/service center staff | 75 | 76 |
| Call quality (clarity, strength) | 76 | 75 |
| Ease of understanding bill | 75 | 75 |
| Speed of store/service center transaction | 73 | 74 |
| Variety of services available (long distance, caller ID, voicemail) | 76 | 74 |
| Ability to keep service interruptions and outages to a minimum | 75 | 73 |
| Phone service reliability (dropped-call frequency, dial-tone consistency) | 76 | 73 |
| Helpfulness of operators and information services | 73 | 72 |
| Call center satisfaction | 68 | 68 |
Industry averages are weighted by companies’ market shares.