Customers Prefer Fiber Internet When Available, While Satisfaction with Streaming Service Reaches Record High, ACSI Data Show

The fiber rollout may be slow and concentrated in urban areas, but it’s customers’ preferred choice when available. Fiber internet service providers (ISPs) outshine non-fiber ISPs 76 to 68 (out of 100) for customer satisfaction, per the American Customer Satisfaction Index (ACSI) Telecommunications Study 2024. Yet, although fiber remains the top broadband choice, 5G has emerged as a viable alternative. Despite remaining near the bottom of approximately 40 industries measured by the ACSI, overall customer satisfaction with ISPs improves 4 percent to 71, thanks to gains for both fiber and non-fiber providers. Amid revenue growth, AT&T Fiber again leads fiber ISPs with an ACSI score of 80 (unchanged). Several fiber ISPs land within 3 to 4 points of the leader, including the group of smaller ISPs and Verizon Fios (both up 3% to 77).