Customer Satisfaction with Internet Service Providers: Key Insights from the 2024 ACSI Survey

Overall Satisfaction with ISPs on the Rise

The American Customer Satisfaction Index (ACSI) has released its annual survey for 2024, offering a detailed look at how customers feel about their internet service providers (ISPs). Based on over 25,000 customer interviews, the results show a positive trend for ISPs, with an overall score of 71 on the ACSI’s 100-point scale. This represents a three-point increase from 2023 and marks the highest score ISPs have achieved since the ACSI began measuring them in 2013. While this improvement is encouraging, it’s important to note that ISPs still rank near the bottom of the index, just above subscription TV services but below industries like airlines, hospitals, the US postal service, and social media companies.

Fiber vs. Non-Fiber ISPs: A Tale of Two Experiences

The ACSI report dives deeper into customer satisfaction by distinguishing between fiber and non-fiber ISPs. Fiber internet service providers, which offer faster and more reliable connections, scored significantly higher with a rating of 76, compared to non-fiber ISPs, which averaged a score of 68. This disparity highlights the growing preference for fiber internet, which is not only faster but also more consistent, especially during peak usage times. However, only about half of US households currently have access to fiber internet, according to the Fiber Broadband Association. While telecom companies are expanding fiber networks, the rollout has been slow and largely concentrated in larger cities and metro areas.

Top Performers in Fiber Internet

Among fiber ISPs, AT&T Fiber emerged as the clear leader, earning the highest customer satisfaction score and edging out Verizon Fios, which took the second spot. CenturyLink Fiber (now rebranded as Quantum Fiber), Frontier Fiber, and Google Fiber tied for third place. These findings align closely with independent reviews and recommendations, which often highlight Verizon Fios, Google Fiber, and AT&T as top-tier providers. However, it’s worth noting that the best choice for consumers often depends on their specific location, as availability and performance can vary significantly from one region to another.

Non-Fiber ISPs: T-Mobile and Verizon Lead the Pack

While fiber ISPs dominate the satisfaction rankings, non-fiber providers are also making strides. T-Mobile Home Internet and Verizon 5G Home Internet took the top two spots among non-fiber ISPs in the 2024 ACSI survey, scoring notably higher than the average for non-fiber providers. Forrest Morgeson, Director of Research Emeritus at the ACSI, noted that in some regions, customer satisfaction with 5G fixed wireless services was on par with fiber internet. This reflects the growing competitiveness of 5G technology in delivering high-speed and reliable internet services, particularly in areas where fiber is not yet available.

The Worst Performer: Kinetic by Windstream

Not all ISPs fared well in the survey. Kinetic by Windstream had the lowest score among all providers, with a rating of 56, representing a significant drop of 20% from the previous year. While the exact reasons for this decline are unclear, the ACSI report points to poor call center satisfaction as a major factor. This highlights the importance of customer service in shaping overall satisfaction, even for essential services like internet access.

ISPs Still Lag Behind Other Industries in Customer Satisfaction

Despite the overall improvement in satisfaction scores, ISPs continue to rank near the bottom of the ACSI’s industry rankings. While the gap is narrowing, ISPs still have a long way to go to match the satisfaction levels of industries like airlines, hospitals, and social media platforms. The ACSI will continue to monitor customer satisfaction throughout the year, incorporating data from other sources like Ookla’s speed tests and J.D. Power’s annual surveys. As the internet remains a cornerstone of modern life, the pressure is on ISPs to deliver better service, faster speeds, and improved customer experiences to climb higher in these rankings.