The comparative cost of service is enabling satisfaction with wireless internet based on 5G and 4G LTE to gain in popularity compared to fiber, cable and satellite services, according to J.D. Power.
The 5G and 4G LTE category scores 748 out of 1,000 points compared to 712 for fiber and cable and 577 for satellite providers. Cost satisfaction is key: Satisfaction with wireless internet providers is more than 90 points above wired customers and almost 190 points above satellite Internet customers, according to the report.
“Wireless internet has higher customer satisfaction in each factor of the study,” Carl Lepper, the senior director of technology, media and telecom at J.D. Power, said in a press release. “Wireless companies have done an admirable job of conveying the value of their wireless internet service, which may explain higher satisfaction among wireless customers, even though they report higher monthly rates.
“These companies have advertised the benefits of their services, such as greater convenience, speed and bandwidth—and have backed up these claims, as seen in their customers’ actual experience. Satellite and wired providers may continue to face increasing competition from this sector and will need to both communicate and deliver on the value and quality of their service to remain competitive.”
The J.D. Power 2023 U.S. Residential Internet Service Provider Satisfaction Study looked at individual providers:
- Verizon ranked highest in the east region for an 11th consecutive year, with a score of 760. The regional average was 709.
- AT&T ranked highest in the north central region with a score of 726, followed by CenturyLink (709) and Xfinity (707). The regional average was 701.
- Google Fiber ranked highest in the south region with a score of 839, followed by AT&T (753) and Frontier Communications (738). The regional average was 729.
- AT&T ranked highest in the west region with a score of 732, followed by Frontier Communications (716) and Xfinity (712). The regional average was 710.
