Need and Importance of Reliable Internet Has Never Been So Critical as Speed and Consistency Drive Customer Satisfaction, J.D. Power Finds

As so many residential internet customers have needed to rely more heavily on their internet service provider to stay connected for work, school and entertainment, two-thirds (66%) of customer satisfaction is driven by the quality and speed of their internet connection and how the customer perceives the value of that connection, according to the JD Power 2021 US Residential Internet Service Provider Satisfaction Study. Verizon ranks highest in the East region with a score of 758 (on a 1,000-point scale), followed by Xfinity (725). AT&T ranks highest in the North Central region with a score of 732, followed by WOW! (730) and Xfinity (716). AT&T ranks highest in the South region with a score of 753, followed by Xfinity (740). Midcontinent ranks highest in the West region with a score of 754, followed by AT&T (728) and Xfinity (723).

“While overall satisfaction had been increasing since 2018, it has declined since last year, showing that as the necessity of internet service has increased, so have the expectations of customers,” said Ian Greenblatt, managing director at JDPower.