October 3, 2023

The American Buyer Satisfaction Index has launched its annual survey, primarily based on over 22,000 buyer interviews, revealing how we actually really feel about our web service suppliers. The stunning takeaway: We’re extra glad now than we have been in years. General, ISPs scored 68 on the ACSI’s 100-point scale — a rise of six factors since 2022, and the very best rating since no less than 2017. However though satisfaction has improved, the information is not precisely nice for ISPs, which rank on the backside of the index, simply forward of fuel stations however beneath airways, medical insurance suppliers and social media. 

In case you dig into the numbers — and we have now, provided that we incorporate them into our methodology for reviewing web suppliers — they inform a extra nuanced story. For the primary time, in 2023, ACSI has damaged out buyer satisfaction with fiber and non-fiber suppliers; predictably, ISPs that supply fiber, which is quicker and extra constant than different forms of web connections, scored considerably increased, notching a 75 in comparison with non-fiber ISPs’ 66. Nonetheless, lower than 45% of US households have entry to fiber based on the Fiber Broadband Affiliation. And although nationwide and regional telecoms proceed to develop its attain, fiber’s rollout has been sluggish and concentrated in bigger cities and metro areas.  

The ISP with the very best buyer satisfaction rating is AT&T Fiber, which dislodged Verizon Fios from the highest spot and into fourth place. CenturyLink and Google Fiber rank second and third, respectively, amongst fiber suppliers, which aligns with our perspective: Verizon Fios, Google Fiber and AT&T high our general record of fiber suppliers, although our suggestions range by particular location. We now have, in spite of everything, reviewed web service suppliers in dozens of cities within the US. 

ACSI 2023 rankings for US customer satisfaction with fiber internet service providers

Individuals on fiber web service are extra glad than these utilizing different connection varieties.


CNET has discovered fiber to be extra dependable, prone to fewer disruptions throughout peak utilization instances and, most significantly, extraordinarily quick for importing and downloading information. In reality, a number of nationwide ISPs now boast multi-gigabit plans and one supplier in Chattanooga provides a outstanding 25Gbps plan. Service that speedy ought to domesticate a excessive stage of buyer satisfaction. 

Although fiber plans are usually dearer than cable web service, the worth hole is closing. Cable web service plans often begin round $25 to $30 per thirty days; fiber plans sometimes begin at roughly $50 however may be significantly dearer. That famous, fiber typically delivers a cheaper price per megabit than different connection varieties.

Amongst non-fiber suppliers, T-Cellular Dwelling Web

 took the highest spot in ACSI’s 2023 rating and scored significantly increased than the common non-fiber web supplier. The corporate’s 5G mounted wi-fi service constantly ranks as among the best providers in lots of the dozens of cities we have evaluated. AT&T WebSparklightKinetic by Windstream and Xfinity additionally scored above the class common.

ACSI 2023 rankings for US customer satisfaction with non-fiber internet service providers


The supplier with the bottom ACSI rating amongst this yr’s discipline was Optimum, which additionally had the excellence of being the one ISP whose rating dropped, although solely barely, from the earlier yr. It is potential that the slide could possibly be attributed to dad or mum firm Altice combining its Suddenlink and Optimum providers beneath one model final summer time. 

This yr’s ACSI index echoes the findings of a latest OpenSignal Broadband Expertise Report, which named Verizon Fios because the supplier with the very best consistency of service and ranked AT&T Fiber and Google Fiber second and third. And Verizon Fios and AT&T Fiber are sometimes high picks in lots of the cities that CNET evaluates — so there is a excessive diploma of consistency among the many out there information. Fiber for the win, once more.

Subsequent up is the J.D. Energy survey, which is often printed within the fall.

ACSI list of customer satisfaction benchmarks by industry (showing internet service providers near the bottom)

Though improved from final yr, ISPs’ buyer satisfaction numbers nonetheless reside close to the underside of the newest ACSI rankings by trade.


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