ACSI report: AT&T, Lumen and Google Fiber top ranked in fiber network customer satisfaction
AT&T is #1 in customer satisfaction for fiber optic network providers, according to a new report from the American Customer Satisfaction Index (ACSI). ACSI’s report rates consumer satisfaction for both fiber and non-fiber ISPs as well as for video streaming services and apps. For this study, ACSI interviewed more than 22,000 customers at random between April 2022 and March 2023.
AT&T Fiber tops fiber ISPs — and the entire industry — with a score of 80. CenturyLink (Lumen) Fiber is next at 78, followed by Google Fiber (76). The smaller group of fiber ISPs and Verizon Fios both score 75. Frontier Fiber and Xfinity Fiber round out the fiber ISPs at 74 and 73, respectively.
AT&T is targeting a few cities across Arizona and Nevada with its Gigapower joint venture, in partnership with BlackRock. Whereas Lumen just upped multi-gig coverage in its Quantum Fiber markets and Google Fiber announced several forthcoming builds.
Among non-fiber ISPs, T-Mobile takes the top spot with a score of 73. AT&T Internet finishes second at 72, while ACSI newcomer Sparklight sits in third place at 71. Kinetic by Windstream is next at 70, just outperforming Xfinity (68).
Despite an impressive showing among fiber ISPs, Lumen sits near the bottom in the non-fiber group with a score of 62. Frontier Communications and Optimum round out the non-fiber ISPs at 61 and 58, respectively.
“Across the entire customer experience, fiber service shows a strong advantage — from data transfer speed and service reliability to touchpoints like call centers and websites,” says Forrest Morgeson, Assistant Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. “That said, with well over half of U.S. households lacking access to fiber internet, availability remains a sticking point. As such, non-fiber ISP services remain an attractive option for many customers and should not be overlooked by providers.”
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Fiber sets the pace for in-home Wi-Fi quality:
ACSI also measures key aspects of the in-home Wi-Fi experience for both customers who use equipment from their ISP and those who use third-party equipment that they have purchased.
Fiber ISPs (79) outperform both non-fiber ISPs (73) and third-party equipment providers (70) for overall Wi-Fi quality. The former far exceeds the other two in every customer experience benchmark, including strong marks for the security of its Wi-Fi connection (81) and reliability in terms of avoiding loss of service (80).
References:
No Surprise: AT&T tops leaderboard of commercial fiber lit buildings for 7th year!
AT&T expands its fiber-optic network amid slowdown in mobile subscriber growth
AT&T and BlackRock’s Gigapower fiber JV may alter the U.S. broadband landscape
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The latest customer satisfaction rankings by the American Consumer Satisfaction Index shows that while broadband and traditional cable TV provider customer satisfaction is slowly increasing for some providers, the industry as a whole still rates as the second worst in America, above only gas stations:
Overall satisfaction of ISPs rose 6%, to a score of 68, in ACSI’s latest study. But ISPs still have a ways to go on the consumer satisfaction front when compared to other industries. The ISP benchmark score of 68 was near the bottom, beating only gas stations, which posted a benchmark score of 65. Subscription TV services, with a score of 69, didn’t perform much better. The US Post Office, with a 70, scored higher than ISPs and subscription TV services.
https://www.techdirt.com/2023/06/23/broadband-isp-customer-satisfaction-ranked-second-worst-above-only-gas-stations/