AT&T had the highest residential ISP satisfaction in the north central, south and west regions of the United States, according to a report from J.D. Power.
The J.D. Power 2020 U.S. Residential Internet Service Provider Satisfaction Study found that Verizon was the only carrier other than AT&T that “won” in a region.
Verizon had the most points in the east with 769 out of 1,000 possible points. It was followed by Xfinity (726), Cox Communications (713), Spectrum (696), Optimum by Altice (693) and Frontier Communications (637). The region average was 727.
AT&T won the north/central region in the ISP satisfaction research with a score of 742. It was followed by Xfinity (724), Spectrum (706) and Frontier Communications (643). The region average was 721.
AT&T won the south with a score of 769. It was followed by Xfinity (748), Cox Communications (734), Spectrum (732), Sparklight (formerly Cable One, 711), CenturyLink (704), Frontier Communications (687), Kinetic by Windstream (680), Suddenlink by Altice (667) and HughesNet (620). The region average was 738.
AT&T’s third win was in the west, where it had a score of 742. It was followed by Spotlight (730), Xfinity (724), Cox Communications (721), CenturyLink (716), Spectrum (714), Mediacom Communications (670) and Frontier Communications (659). The region average was 718.
Clearly, it was a unique period during which ISPs were under a microscope. “With the country quarantining at home, internet and television services were under enormous pressure to continue performing reliably J.D. Power managing director Ian Greenblatt said in a press release about the ISP satisfaction research. “True to form, providers did not succumb to the additional demand. Instead, they kept America connected: working, informed and entertained, thereby retaining their customers’ satisfaction.”
In June, the American Customer Satisfaction Index released research that found that satisfaction with ISPs had increased 4.8% over 2019. However, the level it achieved – 65 on a 100-point scale – was the second worst among the 46 industries that the ACSI tracks. The industry had scored a 62 in 2019.