Customer Satisfaction

A new report from CableTV.com found that the internet service providers with whom customers are most satisfied are Lumen’s Quantum Fiber service (with an 89% satisfaction rate), SpaceX Starlink (87%), Google Fiber (83%), MetroNet (80%) and T-Mobile Home Internet (77%). These results come from a customer satisfaction survey of nearly 7,000 internet users across the country.

The report noted that T-Mobile 5G Home Internet, a fixed wireless service that works on the company’s mobile data network, is continuing to gain in popularity. T-Mobile’s investment helped push the company into the top 10 in the survey for the first time this year.

According to the report, even though satellite ISPs are often a last resort for consumers, satellite broadband provider Starlink regularly out-ranked much larger competitors, finishing in the top three in multiple categories of the survey, with satisfaction rates near or above 90%.

Among Starlink’s customers, 91% said Starlink completely or very much met their expectations; 88% indicated they would or were likely to continue their Starlink subscriptions; and 87% said Starlink was extremely or very effective at meeting their internet needs.

Despite the high ratings from customers, though, the company’s installation costs make acquiring new customers a tough sell. Lack of customer support is another issue, according to the report: “Unlike most internet providers, Starlink doesn’t have a direct support phone number and maintains only FAQ pages and an email support ticket system.”

Google Fiber had the best customer support ranking among ISP (81% of customers were either completely or very satisfied), followed by Metronet (79%), Lumos (76%) and Lumen’s Quantum Fiber service (76%).

“Among national ISPs with bicoastal service, AT&T leads our survey with a 69% satisfaction rating. Generally, it’s harder to consistently clear the customer service bar when you have a national footprint, and [Comcast] Xfinity’s 58% approval rating shows that it’s possible to miss it considerably,” the report stated.

While consumers say they want the fastest speeds, most are satisfied with 1Gbps service. Two-thirds (66%) of those surveyed said they were uninterested in multi-gigabit service. More than half (54% indicated they were aware of the capability of such services.

The report supports the findings of Amdocs-sponsored research that showed 89% of home internet customers said they had reliable internet access.

While consumers say they want the fastest speeds, most are satisfied with 1Gbps service, according to CableTV.com. Two-thirds (66%) of those surveyed said they were uninterested in multi-gigabit service. More than half (54%) indicated they were aware of the capability of such services.

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