ACSI study sees a lot of customer satisfaction

ISP satisfaction increased from 72 to 73, with fiber providers rising from 75 to 76 and non-fiber providers rising from 70 to 71. Wireless service satisfaction increased from 73 to 77, with full-service MVNOs reaching 76 and value MVNOs reaching 79. Cell phone satisfaction rebounded to 79, driven by basic calling and texting, while AI feature performance scored 85. Smart watch satisfaction held at 77, with repair service metrics improving considerably. Verizon 5G Home Internet rose to 79, matching AT&T Fiber. Brightspeed Fiber, Xfinity Fiber, and Optimum Fiber also increased, while CenturyLink improved to 67. Samsung led cell phones at 81, and Apple and Samsung tied smart watches at 80.

"ISP satisfaction moved from 72 to 73. Breaking it down, fiber providers moved from 75 to 76, and non-fiber providers moved from 70 to 71. On the wireless side, service providers moved from 73 to 77, the full-service mobile virtual network operator segment gained a point to 76, and value MVNOs reached 79. Cell phones rebounded from a decline last year: Customer satisfaction rose 1% to 79, with basic functions such as phone calling and text messaging being key."

"AI feature performance scored 85, with flagship models (82) outpacing legacy phones and foldables (76 and 72, respectively). Smart watch satisfaction scored 77, the same as it did last year. Service metrics for repairs advanced considerably, the press release said. Internet service providers: The top-ranked fiber and non-fiber providers earned the same ACSI score. Verizon 5G Home Internet rose 3% to join AT&T Fiber (up 1%) at 79."

"In the fiber ISP group, Brightspeed Fiber gained 8% to 78, Comcast's Xfinity Fiber rose 3% to 77, and Optimum Fiber rose 4% to 74. Cox, a non-fiber provider, rose 6% to 72, while CenturyLink improved 8% to 67. Wireless phone service: MNOs improved their customer satisfaction 1% to 76, which was a smaller gain than the overall industry. The score of all national brands clustered, ranging from 76 (Verizon and AT&T) to 78 (T-Mobile)."

"Cell phones: Samsung (unchanged) took the top spot with a score of 81, narrowly ahead of Apple (down 1% to 80). Google and Motorola both rose 3% and tied at 77. Smart watches: A drop in satisfaction among Samsung (down 4%) led to a tie with Apple (unchanged) at the top of the leaderboard at 80. Google Fitbit (up 8% to 78) was next, followed by newcomers Garmin (76) and Google Pixel (74)."

Read at Telecompetitor