TROY–While performance and reliability is the most influential factor in predicting overall customer satisfaction, the No. 1 reason residential internet customers are choosing their provider is price, according to the J.D. Power 2022 U.S. Residential Internet Service Provider Satisfaction Study.
“More than half—58%—of a customer’s satisfaction is driven by the quality and consistency of the internet connection, and how the customer perceives the value of that connection,” said Ian Greenblatt, managing director at J.D. Power. “With customers being least satisfied with cost of service, a consistent experience at a reasonable price is table stakes for providers—each outage or other problem causes a customer to review that price-driven choice for real value.”
Study Rankings
- Verizon ranks highest in the East region for a 10th consecutive year with a score of 758.
- Midco ranks highest in the North Central region with a score of 734, followed by AT&T (724) and CenturyLink (717).
- AT&T ranks highest in the South region for a fifth consecutive year, with a score of 761. Xfinity (736) ranks second.
- AT&T ranks highest in the West region with a score of 729, followed by Xfinity (709).
See the rank charts for all regions at http://www.jdpower.com/pr-id/2022144.
The 2022 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 22,945 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 November 2021 through August 2022.
For more information about the U.S. Residential Internet Service Provider Satisfaction Study, visit https://www.jdpower.com/business/tmt/us-residential-internet-service-provider-customer-satisfaction-study.
