Fixed wireless access (FWA) has been favored with high customer satisfaction levels in multiple recent reports, including the latest study released today by J.D. Power.
The 2024 “U.S. Residential Internet Service Provider Satisfaction Study” found that wireless internet customers have an overall satisfaction rating of 630 (on a 1,000-point scale), compared with a 538 rating among wired internet subscribers.
The technology — based on 5G or 4G LTE technology and known simply as wireless internet — is often a more affordable internet connection than wired connections. This may be why wireless customers seem willing to overlook its possible shortcomings of slower speeds and increased disruptions, J.D. Power said in a press release about the study.
The study verified that 70% of wireless internet customers agreed their internet plan is affordable (at a reported average monthly cost of $72), compared with 53% of wired internet customers (at a reported average monthly cost of $81).
“To be clear, fiber-wired internet service is the fastest and most reliable service for customers now reaching speeds over 5 Gig in some areas, but it comes at a cost, both in infrastructure investment and cost to the customer,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power, in the announcement.
“Then comes wireless internet, which is a more accessible option that has become more widely available, less expensive and delivers more satisfaction across all parts of the customer experience we measure. If wireless internet can prove to be sustainable and continue to increase their customer base, these providers have the ability to be major industry disruptors.”
Compared with an overall satisfaction rating of 630 for wireless internet providers nationally, the study found T-Mobile exceeded the average with a score of 649, Verizon scored 605, and AT&T scored 591.
The J.D. Power overall customer satisfaction index ranking for wired internet is broken out by region.
- Verizon ranked highest in the wired internet–east region for a 12th consecutive year, with a score of 575. Xfinity ranked second with 532.
- AT&T ranked highest in the wired internet–north central region with a score of 537. Xfinity ranked second with 530, and CenturyLink ranked third with a score of 528.
- GFiber ranked highest in the wired internet–south region for a second consecutive year, with a score of 702. Frontier Communications ranked second with 580, and Xfinity ranked third with 565.
- AT&T ranked highest in the wired internet–west region with a score of 546. Xfinity ranked second with 531.
The study — based on responses from 29,932 internet customers — measured seven elements of satisfaction with internet service providers: consistently delivering high-quality service; value for price paid; ease of doing business; level of trust with provider; people; digital tools; and resolving problems or complaints.
These rankings are consistent with the 2023 “U.S. Residential Internet Service Provider Satisfaction Study” from J.D. Power, in which fixed wireless access (FWA) based on 5G had the highest customer satisfaction of five technologies studied.
And a study done by Parks Associates found that subscribers of fixed wireless internet from mobile network operators were more satisfied with the price of service than fiber or cable subscribers. The study found that 66% of subscribers that get 5G or LTE FWA from mobile providers consider their prices to be fair or good.
Fixed wireless is in the national conversation. Many organizations that participated in a recent NTIA comment round said the agency is correct to open the door to greater funding of alternative technologies, including unlicensed fixed wireless and low Earth orbiting (LEO) satellite systems.