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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

  • Inaugural year:

    1994

  • Updated:

    annually

  • Most recent data:

    2022

  • Companies:

    11 major companies, plus aggregate of smaller service providers

Satisfaction Benchmarks by Company

Landline Phone Service

Company 2021 2022 % Change
Landline Phone Service 71 70 -1.4%
Verizon 74 74 0%
AT&T 75 73 -3%
All Others 70 70 0%
Windstream 67 69 3%
Xfinity (Comcast) 69 69 0%
Cox 68 67 -1%
Spectrum (Charter Communications) 69 67 -3%
Vonage 72 67 -7%
Optimum (Altice USA) 70 66 -6%
CenturyLink (Lumen Technologies) 65 65 0%
Suddenlink (Altice USA) 62 60 -3%
Frontier Communications 62 59 -5%

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.

Connect With ACSI

Connect With ACSI

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