American Customer Satisfaction Index
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.
Widespread Customer Satisfaction Gains for Wireless Phone Service; Cell Phones Reach All-Time ACSI High
The 5G revolution is in full swing as consumers perceive significant improvement in both the wireless phone service they receive and their chosen mobile devices. The American Customer Satisfaction Index (ACSI) report covers three categories of wireless phone service providers—mobile network operators (MNOs), fullservice mobile virtual network operators (MVNOs), and value MVNOs—as well as cell phone manufacturers. ACSI scores are reported on a 0 to 100 scale. Key takeaways include:
American Customer Satisfaction Index Telecommunications Study 2022-2023
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the US economy at large. New results from the American Customer Satisfaction Index (ACSI) include customer satisfaction benchmarks for three telecommunications industries: subscription TV service, internet service providers (fiber and non-fiber), and video streaming service (streaming apps and live TV apps). American customer satisfaction with internet service providers rose by 6% from 2022 to 2023, from 64% to 68%.
Wireless Phone Service and Cell Phone Study 2021-2022
Customer satisfaction with wireless service overall retreats 1.4 percent to a score of 73 (out of 100), according to the American Customer Satisfaction Index (ACSI) Wireless Phone Service and Cell Phone Study 2021-2022. Mobile network operators (MNOs) and full-service mobile virtual network operators (MVNOs) are steady at 73 apiece. Satisfaction with value MVNOs also is unchanged yet still outperforms the other wireless categories. After a slight dip last year, customer satisfaction with cell phones is stable.