Starlink scores well in several customer satisfaction-related topics and generally beats more established telecommunications technologies, according to a report from Recon Analytics.
The report is based on responses during the past year from more than 1,300 customers. They are predominantly rural (85%), with 5% in suburb and 10% urban areas.
Recon compared SpaceX’s Starlink to DSL, AT&T Fiber, Verizon FiOS, Comcast, Charter, Cox, Optimum, Frontier, AT&T Internet, CenturyLink, T-Mobile FWA, and Verizon FWA. The assessment was based on almost 154,000 responses gather between early July of 2023 and early last month.
Respondents reported Starlink customer satisfaction led in three categories (internet speed, whether the subscriber had to reset their router, and whether devices disconnected from the network). It was second to fiber in reported outages.
Recon Analytics also provided a component net promoter scores (cNPS). Starlink was the winner in the “complete experience” category, barely edging out FWA. Indeed, there was a large gap between high customer satisfaction for Starlink and FWA and the other delivery platforms. In all, Starlink won three of the six categories (connecting/maintaining a Wi-Fi connection and streaming video in addition to complete experience).
The Starlink customer satisfaction findings make sense given the concentration of subscribers in rural areas with limited or no options. In such scenarios, it is likely that low earth orbit (LEO) and FWA will find a particularly receptive audience.
“Most Starlink customers come from DSL providers or other satellite providers that are just not competitive when it comes to speeds and latency,” according to Recon Analytics. “Even though Starlink is $99 per month after $499 plus cost for the equipment, value for price cNPS is a very healthy +19. When you have no other options, even pricey internet looks like it’s worth it.”
In Starlink’s continued efforts to increase customer satisfaction, that cost structure appears to be evolving. Starlink’s new family plan initially will be available on an invitation-only basis. The plan — which initially was reported earlier this month by PCMag — enables customers to add additional subscribers with discounts for both the Starlink Kit and service plans.
