Often the great way to be aware of what to expect from an Internet Service Provider (ISP) is to ask its current clients about their experience, and Overall Customer Satisfaction Ratings for Internet Service Providers (that are available online). You can check ACSI (American Customer Support Index) for learning about the public rankings of the product and ask around and online as well the existing customer of that particular ISP you have on your mind. 

Each brand’s common client satisfaction rating is calculated with the help of averaging its ratings from the underneath mentioned five factors:

  • Speed of the Internet. 
  • The monthly amount of bill
  • Installation 
  • Reliability of Internet connection.
  • Prompt technical assistance and customer support 

The overall customer satisfaction for internet rankings has got better. The largest surprise from the annual customer satisfaction report in the sense that clients usually appear more content and satisfied with their overall services than they were in the previous year’s survey report. Surveys give client’s opportunity to express their experience with their respective Internet Service Provider based on five factors on one to five scale. Whereas some customers tend to give their ISPs ratings between one and two in a certain category, the common rankings have been higher. No ISP scored a score lower than 3.06 in any category, and no ISP was able to score more than 3.59 in overall performance.

Internet Service Providers’ Customer Satisfaction Ratings 

*This list does not include satellite ISPs. 

These are greater average scores than we have witnessed in the previous annual survey reports of ISPs particularly, they are now in all prospects improving when it comes to delivering quality and what their customers want from them. Customer Support and Technical assistance are the key factors and they reflect on the overall brand image, Spectrum customer service has always been tremendously supportive; we are sure the rest of the ISPs would be ensuring a smooth experience of their respective customers. 

Customers ranked RCN as an absolute best for the overall delivery of their services. Clearly, clients prefer RCN, with being the overall top-ranked provider, moreover, it got the highest-ranking in three prominent categories: 

  • Setup and installation; 
  • monthly bill; 
  • Technical assistance and customer support;

What’s sad for majority of the America is that RCN is accessible in not many cities, predominantly Boston, Lehigh Valley, Philadelphia, Chicago, Washington DC, and New York City. This limited location probably helps RCN keep the speed steady, maintain service quality, particularly in contrast to the rest of the ISPs whose provider areas expand throughout the country with more than a dozen states. It appears that RCN’s dependable and steady service led to its constant higher satisfaction scores in the future as well.

Internet Speed 

Optimum clients are one of the satisfied ISP customers with the internet speeds they are getting. Speed was once the most aggressive class in our survey: 1/2 of the ISPs on the survey earned ratings over 4 out of 5 stars. However, Optimum got here on the highpoint using the slightest of margins, observed through RCN and Xfinity. The ratings between these leading three companies had a difference of about 0.02. 

As the speed increases, customer satisfaction ratings get better. It’s now not shocking that as ISPs proceed to enhance their speeds, consumer satisfaction rankings proceed to upsurge. The overall satisfaction rating for speed has risen with the benefit of almost 10% in the last two years.

Type of Internet impacts satisfaction rankings for speed.

You might further observe that the high point three ISPs have in the speed rate is cable companies. While these voices nicely about the companies, you have to take into account that this survey is about consumer satisfaction, not their performance primarily. It simply reestablishes that, for one way or another, clients are overtly joyed with the internet speed they get from the cable.

This perhaps is in the list due to the fact ISPs providing fiber-optic connections such as CenturyLink, Frontier so exclusively in selected areas, and providing DSL connections in various areas. DSL is typically slower as compared to rest of the internet types on the market, which includes cable, therefore, customers anticipating fiber-optic internet service that end up with DSL service will possibly feel less content with the speed of their internet connection, which is going to affect the whole speed mark for fiber-optic providers. The internet speed offered by Internet service providers varies significantly from location to location, thus it all comes down to what one could expect according to where they reside.

By Eddy

Eddy is the editorial columnist in Business Fundas, and oversees partner relationships. He posts articles of partners on various topics related to strategy, marketing, supply chain, technology management, social media, e-business, finance, economics and operations management. The articles posted are copyrighted under a Creative Commons unported license 4.0. To contact him, please direct your emails to [email protected].