Non-Fiber Internet Service Providers
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NON-FIBER INTERNET
SERVICE PROVIDERS
Consumers rely heavily on their internet service for everything from their livelihood to their social interactions, entertainment, and beyond. The science of the ACSI helps ISPs eliminate the noise from customer satisfaction survey data and prioritize improvements so customers will continue to choose them to provide this essential service.
At a glance:
Non-Fiber Internet Service Providers
- Inaugural year:
2013
- Updated:
annually
- Most recent data:
2026
- Companies:
12 major non-fiber internet service providers
Satisfaction Benchmarks by Industry
Internet Service Providers
| Industry | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Internet Service Providers | 72 | 73 | 1% |
| All Others | 71 | 76 | 7% |
Non-fiber Internet Service Providers
Satisfaction Benchmarks by Brand
| Brand | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Non-fiber Internet Service Providers | 70 | 71 | 1% |
| Verizon 5G Home Internet | 77 | 79 | 3% |
| T-Mobile 5G Home Internet | 78 | 78 | 0% |
| Starlink | NA | 76 | NA |
| Cox | 68 | 72 | 6% |
| AT&T Internet | 70 | 71 | 1% |
| Spectrum (Charter Communications) | 71 | 71 | 0% |
| Xfinity (Comcast) | 69 | 71 | 3% |
| Sparklight (Cable One) | 71 | 70 | -1% |
| CenturyLink (Lumen Technologies) | 62 | 67 | 8% |
| Optimum (Altice USA) | 63 | 64 | 2% |
| Xtream (Mediacom) | 63 | 64 | 2% |
| Frontier Communications | 58 | 63 | 9% |
NA – Not Available
Customer Satisfaction by Region
Non-fiber Internet Service Providers
| 2025 | 2026 | % Change | Category | |
|---|---|---|---|---|
| Northeast Non-fiber Providers | 68 | 71 | 4% | Northeast |
| T-Mobile 5G Home Internet | 78 | 79 | 1% | Northeast |
| Verizon 5G Home Internet | 74 | 77 | 4% | Northeast |
| Xfinity (Comcast) | 68 | 73 | 7% | Northeast |
| Spectrum (Charter Communications) | 67 | 69 | 3% | Northeast |
| Optimum (Altice USA) | 63 | 62 | -2% | Northeast |
| Midwest Non-fiber Providers | 71 | 71 | 0% | Midwest |
| Verizon 5G Home Internet | 78 | 79 | 1% | Midwest |
| T-Mobile 5G Home Internet | 78 | 76 | -3% | Midwest |
| Xfinity (Comcast) | 71 | 72 | 1% | Midwest |
| Spectrum (Charter Communications) | 72 | 71 | -1% | Midwest |
| AT&T Internet | 69 | 69 | 0% | Midwest |
| Xtream (Mediacom) | 62 | 64 | 3% | Midwest |
| South Non-fiber Providers | 71 | 72 | 1% | South |
| Verizon 5G Home Internet | 78 | 80 | 3% | South |
| T-Mobile 5G Home Internet | 78 | 79 | 1% | South |
| AT&T Internet | 72 | 74 | 3% | South |
| Cox | 68 | 72 | 6% | South |
| Spectrum (Charter Communications) | 72 | 72 | 0% | South |
| Xfinity (Comcast) | 70 | 71 | 1% | South |
| Optimum (Altice USA) | 64 | 66 | 3% | South |
| West Non-fiber Providers | 68 | 72 | 6% | West |
| T-Mobile 5G Home Internet | 78 | 80 | 3% | West |
| Verizon 5G Home Internet | 75 | 79 | 5% | West |
| Cox | 66 | 73 | 11% | West |
| Spectrum (Charter Communications) | 68 | 73 | 7% | West |
| Xfinity (Comcast) | 67 | 69 | 3% | West |
| AT&T Internet | 68 | 68 | 0% | West |
| CenturyLink (Lumen Technologies) | 61 | 68 | 11% | West |
Wi-Fi Experience – Non-fiber Internet Service Providers
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Security of Wi‑Fi connection | 78 | 79 |
| Ability to handle multiple connected devices at the same time | 76 | 78 |
| Range of Wi‑Fi service throughout house | 76 | 78 |
| Upload/download speed of Wi‑Fi | 75 | 78 |
| Reliability of Wi‑Fi in terms of avoiding loss of service | 75 | 77 |
| Reliability of Wi‑Fi restarting quickly after loss of service | 75 | 77 |
| Price paid for router and any other hardware (such as Wi‑Fi extenders/boosters) required for service | 71 | 74 |
Non-fiber Internet Service Providers
Customer Experience Benchmarks Year-Over-Year Industry Trends
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Quality of mobile app | 81 | 81 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 81 |
| Courtesy and helpfulness of store/service center staff | 76 | 80 |
| Speed of store/service center transaction | 74 | 80 |
| Video streaming quality | 77 | 80 |
| Website satisfaction | 77 | 79 |
| Ability to keep service interruptions and outages to a minimum | 74 | 78 |
| Ease of understanding bill | 76 | 78 |
| Internet service reliability (consistency of speed and service) | 76 | 78 |
| Overall data transfer speed | 75 | 78 |
| Performance during peak hours | 74 | 78 |
| Quality of other services (email, data storage, internet security) | 73 | 77 |
| Variety of internet plans available | 70 | 73 |
| Call center satisfaction | 67 | 70 |
Industry averages are weighted by companies’ market shares.
2026 results are based on data collected between April 2025 and March 2026