J.D. Power Releases Residential Internet Service Provider Satisfaction Study Results

Wireless internet customers are more satisfied with their service than those with wired internet, according to the J.D. Power 2024 U.S. Residential Internet Service Provider Satisfaction Study.

Customers with wireless internet have an overall satisfaction of 630 (on a 1,000-point scale) compared with 538 for wired internet customers. Wireless internet, also known as Fixed Wireless Access, provides internet access to customers through 5G or 4G LTE technology, making it an affordable and flexible alternative to other internet connections.

Additionally, study data shows that wireless internet customers are willing to overlook the possible drawbacks of slower speeds and increased disruptions in exchange for a lower monthly cost. With a reported average monthly cost of $72, 70% of wireless internet customers agree their plan is affordable compared to 53% of wired internet customers, with a reported average monthly cost of $81.

“To be clear, fiber-wired internet service is the fastest and most reliable service for customers now reaching speeds over 5 Gig in some areas, but it comes at a cost, both in infrastructure investment and cost to the customer,” said Carl Lepper, senior director of technology, media and telecom at J.D. Power. “Then comes wireless internet, which is a more accessible option that has become more widely available, less expensive and delivers more satisfaction across all parts of the customer experience we measure. If wireless internet can prove to be sustainable and continue to increase their customer base, these providers have the ability to be major industry disruptors.”

Study Rankings

T-Mobile ranks highest in wireless internet--national with a score of 649. The segment average is 630.

Verizon ranks highest in the wired internet—east region for a 12^th consecutive year, with a score of 575. Xfinity (532) ranks second.

AT&T ranks highest in the wired internet—north central region with a score of 537. Xfinity (530) ranks second and CenturyLink (528) ranks third.

GFiber ranks highest in the wired internet—south region for a 2^nd consecutive year, with a score of 702. Frontier Communications (580) ranks second and Xfinity (565) ranks third.

AT&T ranks highest in the wired internet—west region with a score of 546. Xfinity (531) ranks second.

See the rank charts for each region at http://www.jdpower.com/pr-id/2024121.

The 2024 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 29,932 customers that currently have internet service with a provider included in the study. The study measures overall satisfaction with internet service providers based on seven dimensions: consistently delivering high-quality service; value for price paid; ease of doing business; level of trust with provider; people; digital tools; and resolving problems or complaints. The study was fielded from November 2023 through August 2024.

Source: Press Release