Americans’ Satisfaction With Internet Service Providers Falls, Study Shows

What’s happening

JD Power has released its annual survey of Americans’ satisfaction with their Internet Service Providers. It mirrors what the American Customer Satisfaction Index found in its June release: We’re not happy.

Why it matters

Access to the Internet is becoming more and more important in our daily lives. With broadband investment stemming from President Joe Biden’s infrastructure bill, we can expect more competition than in the past.

If the American Customer Satisfaction Index released its numbers for the broadband industry in June, we found that internet service providers ranked at the bottom of all the industries surveyed. Well, the news isn’t much better with the release of a study by JD Power last week.

American consumers are less satisfied with their ISP than they were a year ago, the study found, based on responses from nearly 23,000 people from November 2021 to August 2022. The study divides the country into four regions: East, North-Central, South and West. Values ​​fell in three of the four regions.

The survey ranks providers on a 1,000-point scale and tracks customer satisfaction related to residential services in five areas:

  • billing and payment
  • communication and advertising
  • service costs
  • Customer service
  • performance and reliability

Verizon ranked top in the East region with 758 points (same score as last year), while the region’s average score fell from 714 to 707. down from 754 last year), and the average for the region fell to 700 from 712. AT&T secured pole position in the West Region with 729, a point better than last year’s 728. However, the average score for the West went down from 710 to 701.

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Chart showing JD Power ISP numbers in the South region.

The only region where scores didn’t decline was the South, where AT&T took the top spot.

JD Power

The only area that showed progress from last year’s numbers was the Southern Region, which includes Alabama, Arkansas, Florida, Georgia, Kansas, Kentucky, Louisiana, Mississippi, Missouri, North Carolina, Oklahoma, South Carolina, Tennessee and Texas . An average score of 727 last year rose to 730 in 2022. AT&T scored the highest in that region at 761, the highest score of any vendor in the survey.

Combining these results with the results of the summer version of ACSI, it is clear that the industry is falling short of people’s expectations. This dissatisfaction drives newcomers T Mobile Home Internet, which didn’t show up in this JD Power survey but made a splash in the ACSI report at #2 in its very first year. Its simplicity and straightforward pricing seem to appeal.

Or, as Ian Greenblatt, managing director of JD Power, said in a press release: “With customers least satisfied with the cost of service, a consistent experience at a reasonable price is critical for providers.”

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