Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the health of the U.S. economy at large. New results from the American Customer Satisfaction Index (ACSI®) include customer satisfaction benchmarks for three telecommunications industries: subscription TV service, internet service providers (fiber and non-fiber), and video streaming service (streaming apps and live TV apps). Fiber ISPs operate on 100% fiber-optic networks and non-fiber ISPs include those offering cable, DSL, or wireless connections. The ACSI also captures consumer opinions about critical elements of the customer experience, tailored individually to each measured industry.
The ACSI Telecommunications Study 2022-2023 is based on interviews with 22,061 customers, chosen at random and contacted via email between April 2022 and March 2023. Customers are asked to evaluate their recent experiences with the largest companies in terms of market share, plus an aggregate category consisting of “all other”—and thus smaller—companies in those industries.
For the video streaming and subscription TV industries, the ACSI also provides satisfaction results for four customer segments: cord-stacker, cord-shaver, cord-cutter, and cord-never.
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