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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:

    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 80 78
Reliability of mobile app (minimal down time, crashes, lags) 79 77
Call quality (clarity, strength) 76 76
Phone service reliability (dropped-call frequency, dial-tone consistency) 76 76
Variety of services available (long distance, caller ID, voicemail) 75 76
Website satisfaction 77 76
Ability to keep service interruptions and outages to a minimum 75 75
Courtesy and helpfulness of store/service center staff 77 75
Ease of understanding bill 76 75
Helpfulness of operators and information services 72 73
Speed of store/service center transaction 76 73
Call center satisfaction 67 68

*Industry averages are weighted by companies’ market shares.

Satisfaction Benchmarks by Company

Landline Phone Service

Company 2020 2021 % Change
Landline Phone Service 70 71 1.4%
AT&T 72 75 4%
Verizon 74 74 0%
Vonage 74 72 -3%
All Others 71 70 -1%
Optimum (Altice USA) 67 70 4%
Spectrum (Charter Communications) 68 69 1%
Xfinity (Comcast) 70 69 -1%
Cox 66 68 3%
Windstream 63 67 6%
CenturyLink (Lumen Technologies) 65 65 0%
Frontier Communications 59 62 5%
Suddenlink (Altice USA) 65 62 -5%

Connect With ACSI

Connect With ACSI

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