Most People Still Aren’t Happy With Their Internet, but It’s Not All Bad

The American Customer Satisfaction Index released its annual survey, based on over 25,000 customer interviews, revealing how we really feel about our internet service providers. The good news for ISPs -- things are trending up. Overall, ISPs scored 71 on the ACSI's 100-point scale -- an increase of three points over 2023 and the highest score since the ACSI started measuring ISPs in 2013. The not-so-good news? Internet service providers still rank at the bottom of the index, just ahead of subscription TV services, but below notably unpopular industries such as airlines, hospitals, US postal service and social media companies. If you dig into the numbers -- and we have, given that we incorporate them into our methodology for reviewing internet providers -- they tell a more nuanced story. The ACSI first broke out customer satisfaction into fiber and nonfiber categories in 2023, and that continued in 2024. Unsurprisingly, ISPs that offer fiber internet service, which is faster and more c ... Read full article.