The average Starlink net promoter score (NPS) is higher than for competitors in both metro and non-metro areas of the U.S., according to Ookla. It’s a surprising finding, considering that, on average, competitors have faster download and upload speeds than Starlink does.
In U.S. metro areas, Starlink had a net promoter score (NPS) of 31.94 compared to -23.62 for all metro fixed broadband providers. This finding is despite Starlink’s median download speed of 65.29 Mbps being far slower than the 203.93 Mbps for all metro fixed broadband providers.
In U.S. non-metro areas, Starlink had an NPS of 42.21 compared to the overall ISP score of -21.27 in those areas. Starlink’s median download speed in non-metro areas was 72.18 Mbps compared to the ISPs’ median download speed of 100.41 Mbps.
NPS is a calculation of how likely a respondent is to recommend a service to family and friends.
“Clearly, Starlink provides a much loved option for more rural, non-metro users who often don’t have many good — if any — internet options,” Ookla content specialist Josh Fomon wrote in the report. “And the message is loud and clear: Starlink users are more than willing to recommend the service and love the internet they are getting.”
Starlink’s performance in the United States has varied. Its median download speed experienced a 24 Mbps year-over-year decrease between the first quarters of 2022 and 2023—but a 13 Mbps speed increase “during” the fourth quarter of 2022 and the first quarter of this year, according to the report.
Starlink’s download speed in the U.S. was 66.59 Mbps and its multi-server latency was 62 ms.
The Speedtest Global Index Market Analysis for the first quarter of 2023, which was released last month, found that T-Mobile (165.22 Mbps) had the fastest mobile speeds and Charter Spectrum (234.80 Mbps) had the fastest fixed broadband.
2 thoughts on “Report: Starlink NPS Scores are High, Even Where Competitors Have Faster Service”
Net interest rates are unusual numbers. It’s hard to predict accurately.
This is due to portability and mobile options. Even though the speed is lower, I’m able to bring it with me wherever I go. Thus the reasoning why some with addresses in metro area might be ranking it higher even when speeds are lower.