AT&T Ranks Highest in Two Regions; Google Fiber and Verizon Each Rank Highest in One Region
Overall satisfaction among wireless internet customers (5G or 4G LTE home internet) averages 748 (on a 1,000-point scale), while overall satisfaction among wired (fiber and cable) and satellite internet customers averages notably lower (712 and 577, respectively) according to the J.D. Power 2023 U.S. Residential Internet Service Provider Satisfaction Study, released today. These differences are primarily driven by gaps in satisfaction with cost of internet service, with cost satisfaction among wireless customers averaging more than 90 points above those of wired customers and nearly 190 points above those of satellite internet customers.
“Wireless internet has higher customer satisfaction in each factor of the study”
With an average monthly cost at $79, satisfaction with cost of service is significantly higher among wireless customers than wired customers, who have an average cost of $72, suggesting that cost alone is not the only determinant of satisfaction.
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“Wireless internet has higher customer satisfaction in each factor of the study,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power. “Wireless companies have done an admirable job of conveying the value of their wireless internet service which may explain higher satisfaction among wireless customers, even though they report higher monthly rates. These companies have advertised the benefits of their services, such as greater convenience, speed and bandwidth—and have backed up these claims, as seen in their customers’ actual experience. Satellite and wired providers may continue to face increasing competition from this sector and will need to both communicate and deliver on the value and quality of their service to remain competitive.”
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Study Rankings
Verizon ranks highest in the East region for an 11th consecutive year, with a score of 760.
AT&T ranks highest in the North Central region with a score of 726, followed by CenturyLink (709) and Xfinity (707).
Google Fiber ranks highest in the South region with a score of 839. AT&T ranks second (753) and Frontier Communications (738) ranks third.
AT&T ranks highest in the West region with a score of 732, followed by Frontier Communications (716) and Xfinity (712).
The 2023 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 23,623 customers that currently have internet service with a provider included in the study. The study measures overall satisfaction with internet service providers based on five factors: performance and reliability; cost of service; communications and promotions; billing and payment; and customer care. The study was fielded from October 2022 through August 2023.
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