ISPs slip even further in US customer satisfaction ratings

Google CEO Sundar Pichai at Google I/O 2018 beside a "be internet awesome" slogan

Google CEO Sundar Pichai at Google I/O 2018.

  • Customer satisfaction for U.S. internet service providers is at an all-time low, according to a new report from ACSI.
  • The sector was tied with subscription TV providers as the two poorest performing industries of those tracked.
  • Comcast’s Xfinity was the only service provider to remain unchanged in the index.

The American Customer Satisfaction Index (ACSI) has released its latest telecommunications report (via TechCrunch) revealing that opinions of U.S. internet service providers (ISPs) are down.

The report, published last week, is based on data from roughly 250,000 customer interviews regarding the competencies of telecoms companies. The companies are scored out of 100 overall and in individual categories from “internet service reliability” to “ease of understanding bill,” and more.

This year, ISPs and subscription TV providers were the poorest performing areas among all tracked industries.

List of internet service provider satisfaction ratings from ACSI. ACSI

“Internet service providers are down 3.1% to 62 — an all-time low for the industry,” wrote ASCI in the report.

“Customers are unhappy with the high price of poor service, but many households have limited alternatives as more than half of all Americans have only one choice for high-speed broadband. Every major ISP deteriorates this year except for Comcast’s Xfinity, which is unchanged.”

ASCI has online reports on telecommunications going back as far as 2000.

List of internet service provider satisfaction ratings from ACSI. ACSI

ISPs are relied upon for delivering internet to an increasing number of household gadgets, from smartphones, to smart TVs, to smart speakers, smart fridges and more. ISPs have something of a reputation for delivering poor customer service and slow or unreliable connections (do reliable connections even exist?) which, given their importance in our lives, can cause great friction between them and consumers.

“According to users, most aspects of ISPs are getting worse. Courtesy and helpfulness of staff has waned to 76, and in-store service is slower (74). Bills are more difficult to understand (-3% to 71) and customers aren’t happy with the variety of plans available (-3% to 64),” wrote ASCI.

What has your experience with your ISP provider been like? Are there any good ones out there? Let us know in the comments!

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