Need and Importance of Reliable Internet Has Never Been So Critical as Speed and Consistency Drive Customer Satisfaction, J.D. Power Finds

By AIT News Desk On Sep 23, 2021

Verizon, AT&T and Midcontinent Rank Highest in Respective Regions

As so many residential internet customers have needed to rely more heavily on their internet service provider to stay connected for work, school and entertainment, two-thirds (66%) of customer satisfaction is driven by the quality and speed of their internet connection and how the customer perceives the value of that connection, according to the J.D. Power 2021 U.S. Residential Internet Service Provider Satisfaction Study,^SM released.

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“While overall satisfaction had been increasing since 2018, it has declined since last year, showing that as the necessity of internet service has increased, so have the expectations of customers.”

“The internet essentially became as or more important than other home utilities when the world nearly came to a halt in early 2020, and its importance has remained as businesses and schools have adjusted to new working environments,” said Ian Greenblatt, managing director at J.D. Power. “While overall satisfaction had been increasing since 2018, it has declined since last year, showing that as the necessity of internet service has increased, so have the expectations of customers.”

Study Rankings

Verizon ranks highest in the East region with a score of 758 (on a 1,000-point scale), followed by Xfinity (725).

AT&T ranks highest in the North Central region with a score of 732, followed by WOW! (730) and Xfinity (716).

AT&T ranks highest in the South region with a score of 753, followed by Xfinity (740).

Midcontinent ranks highest in the West region with a score of 754, followed by AT&T (728) and Xfinity (723).

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