2023 U.S. Residential Internet Service Provider Satisfaction Study

Overall satisfaction among wireless internet customers (5G or 4G LTE home internet) averages 748 (on a 1,000-point scale), while overall satisfaction among wired (fiber and cable) and satellite internet customers averages notably lower (712 and 577, respectively) according to the J.D. Power 2023 U.S. Residential Internet Service Provider Satisfaction Study. These differences are primarily driven by gaps in satisfaction with the cost of internet service, with cost satisfaction among wireless customers averaging more than 90 points above those of wired customers and nearly 190 points above those of satellite internet customers. With an average monthly cost at $79, satisfaction with cost of service is significantly higher among wireless customers than wired customers, who have an average cost of $72, suggesting that cost alone is not the only determinant of satisfaction. Verizon ranks highest in the East region for an 11th consecutive year, with a score of 760. AT&T ranks highest in the North Central region with a score of 726, followed by CenturyLink (709) and Xfinity (707). Google Fiber ranks highest in the South region with a score of 839. AT&T ranks second (753) and Frontier Communications (738) ranks third. AT&T ranks highest in the West region with a score of 732, followed by Frontier Communications (716) and Xfinity (712).