The American Customer Satisfaction Index’s Telecommunications Study for 2021-2022 surveyed customer service satisfaction across over forty-five industries. These industries included ones such as TV subscription services, airlines, and social media, all of which are notorious for poor customer service. Nevertheless, despite some stiff competition, ISPs were rated the worst industry in customer service. They received a 64 out of 100 which was a 1.5% drop from the previous year.
Which ISP performed the worst? According to the report, Suddenlink, whose parent company is Altice USA (Optimum), ranked the worst in customer satisfaction. It received a 53 out of 100 rating. It was closely followed by Altice USA itself. The “best” ISPs for customer satisfaction were Verizon Fios, T-Mobile, and AT&T. Verizon received a 72 out of 100 or a 1% increase from the previous year.
Source: America Customer Satisfaction Index
Why do these numbers matter? According to the ACSI report (PDF), “There is a straight line from customer satisfaction to corporate profitability and stock performance. Companies with top-level ACSI scores, and those changing satisfaction for the better, are today’s must watch players.”