fiber customer satisfaction
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).
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