Verizon Leads Pack of ISPs, but Weak Customer Satisfaction Persists
The American Customer Satisfaction Index found wireless customers are happier as service improves and smartphones deliver the goods.Customers are happier with telecommunication services and technologies than they were a year ago, but they are not so pleased with their Internet service providers, a new report has found. The annual Information Sector report from the American Customer Satisfaction Index (ACSI) found that inaugural measures for the Internet service provider (ISP) industry found a customer satisfaction benchmark of 65—the lowest score among 43 ACSI industries. Only Verizon's FiOS and the aggregate of all other smaller ISPs broke out of the 60s with identical ACSI scores of 71. Cox Communications managed to beat the average at 68, followed by AT&T U-verse and Charter at 65. The low end belongs to CenturyLink at 64, Time Warner Cable at 63 and Comcast at 62, according to the index. "High monthly bills combined with problems across a broad spectrum of customer experience benchmarks—such as service reliability, data transfer speed and video-streaming quality—leaves customers less than satisfied with their ISP service," Claes Fornell, ACSI founder and chairman, said in a statement. "But in a market even less competitive than subscription TV, there is little incentive for companies to improve."
On the flip side, the report found wireless customers are happier as service improves and smartphones deliver the goods. The wireless phone industry performed an about-face in 2013, reversing a two-year trend of declining customer satisfaction with a 2.9 percent gain to an ACSI benchmark of 72. However, despite matching its 10-year high, wireless service remains well below the national ACSI average.