AMERICAN CUSTOMER SATISFACTION INDEX
ACSI Telecommunications Study 2022-2023
June 6, 2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 1
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 oering 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.
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
VIDEO STREAMING AND SUBSCRIPTION TV SERVICES
Satisfaction by Customer Segment 2023
80
Cord-Stacker
Has both streaming and subscription TV,
and did not reduce TV spending level
77
Cord-Cutter
Has streaming only, but previously had
subscription TV
74
Cord-Never
Has streaming only, and never had
subscription TV
79
Cord-Shaver
Has both streaming and subscription TV,
but did reduce TV spending level
23%
23%
31%
23%
Percentage of Survey
Respondents
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 2
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
SUBSCRIPTION TV SERVICE
COMPANY
Subscription TV Service
U-verse TV (DIRECTV)
Verizon Fios
Frontier Communications
Dish Network
DIRECTV
Xfi nity (Comcast)
Cox
Xtream (Mediacom)
All Others
Spectrum (Charter Communications)
Optimum (Altice USA)
2022
66
73
71
61
65
66
65
61
58
63
63
57
2023
69
78
74
72
68
67
67
66
66
65
65
60
% CHANGE
5%
7%
4%
18%
5%
2%
3%
8%
14%
3%
3%
5%
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
Subscription TV Service
ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 3
2023 2022
Quality of mobile app
Courtesy and helpfulness of store/service
center sta
HD picture quality
Picture quality
Reliability of mobile app (minimal
down time, crashes, lags)
Speed of store/service center transaction
Ease of using remotes, on-screen menus,
and program guide
Website satisfaction
Range of channels available
TV signal reliability
Ease of understanding bill
Premium channels available
Call center satisfaction
50 55 60 65 70 75 80 85 90
80
77
80
77
79
75
81
77
80
77
75
77
80
75
76
76
75
73
75
74
76
75
73
72
68
65
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
SUBSCRIPTON TV SERVICE
Customer Experience Benchmarks Year-Over-Year Industry Trends
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 4
Internet Service Providers
Fiber Internet Service Providers
ACSI Telecommunications Study 2022-2023
Quality of mobile app
Reliability of mobile app (minimal
down time, crashes, lags)
Website satisfaction
Courtesy and helpfulness of store/service
center sta
Speed of store/service center transaction
Video streaming quality
Ease of understanding bill
Internet service reliability (consistency of
speed and service)
Overall data transfer speed
Ability to keep service interruptions and
outages to a minimum
Quality of other services (email, data storage,
internet security)
Performance during peak hours
Variety of internet plans available
Call center satisfaction
50 55 60 65 70 75 80 85 90
82
80
82
80
84
81
80
83
81
79
79
77
78
74
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
FIBER INTERNET SERVICE PROVIDERS
Customer Experience Benchmarks 2023
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 5
ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 6
Non-fiber Internet Service Providers
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
NON-FIBER INTERNET SERVICE PROVIDERS
COMPANY
Non-fi ber Internet Service Providers
T-Mobile
AT&T Internet
Sparklight (Cable One)
Kinetic by Windstream
Xfi nity (Comcast)
All Others
Xtream (Mediacom)
Cox
Spectrum (Charter Communications)
CenturyLink (Lumen Technologies)
Frontier Communications
Optimum (Altice USA)
2023
66
73
72
71
70
68
66
65
64
64
62
61
58
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
ACSI Telecommunications Study 2022-2023
ACSI Telecommunications Study 2022-2023
Quality of mobile app
Reliability of mobile app (minimal
down time, crashes, lags)
Courtesy and helpfulness of store/service
center sta
Speed of store/service center transaction
Website satisfaction
Ease of understanding bill
Video streaming quality
Internet service reliability (consistency of
speed and service)
Overall data transfer speed
Performance during peak hours
Quality of other services (email, data storage,
internet security)
Ability to keep service interruptions and
outages to a minimum
Variety of internet plans available
Call center satisfaction
50 55 60 65 70 75 80 85 90
76
72
77
74
79
75
72
78
76
71
71
68
70
63
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
NON-FIBER INTERNET SERVICE PROVIDERS
Customer Experience Benchmarks 2023
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 7
ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 8
In-Home Wi-Fi Equipment
Fiber ISPs Non-fi ber ISPs Third Party
Security of Wi-Fi connection
Reliability of Wi-Fi in terms of avoiding loss of service
Ability of Wi-Fi to handle multiple connected devices
at the same time
Range of Wi-Fi service throughout house
Reliability of Wi-Fi in restarting quickly
after loss of service
Upload/download speed of Wi-Fi
Price paid for router and any other hardware (such
as Wi-Fi extenders/boosters) required for service
79
79
79
70
80
50 55 60 65 70 75 80 85 90
73
72
76
79
71
81
76
72
73
73
70
70
70
71
68
70
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
IN-HOME WI-FI EQUIPMENT
Customer Experience Benchmarks 2023
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
The ACSI also measures key aspects of the in-home Wi-Fi experience for both customers who use
equipment from their internet service provider (ISP) and those who use third-party equipment that they
have purchased.
ACSI Telecommunications Study 2022-2023
AT&T Fiber
All Others
Google Fiber
CenturyLink Fiber (Lumen Technologies)
Fiber ISPs
Verizon Fios
Frontier Fiber
Xfi nity Fiber (Comcast)
80
79
77
80
50 55 60 65 70 75 80 85 90
77
84
79
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
FIBER ISP WI-FI EQUIPMENT
Overall Wi-Fi Quality 2023
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
79
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDE X LLC. ALL RIGHTS RESERVED. 9
For individual fiber ISPs, non-fiber ISPs, and third-party equipment manufacturers, the ACSI measures
overall Wi-Fi quality based on customer evaluations of their chosen equipment. These Wi-Fi quality scores
are derived from seven separate benchmarks: security, multiple device connections, range, avoiding
service loss, service restart, upload/download speed, and price paid.
ACSI Telecommunications Study 2022-2023
Sparklight (Cable One)
Kinetic by Windstream
AT&T Internet
T-Mobile
Xfi nity (Comcast)
Non-fi ber ISPs
Spectrum (Charter Communications)
All Others
Cox
Xtream (Mediacom)
CenturyLink (Lumen Technologies)
Frontier Communications
Optimum (Altice USA)
75
75
71
76
50 55 60 65 70 75 80 85 90
72
81
75
71
70
67
66
66
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
NON-FIBER ISP WI-FI EQUIPMENT
Overall Wi-Fi Quality 2023
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
73
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 10
ACSI Telecommunications Study 2022-2023
72
67
72
50 55 60 65 70 75 80 85 90
74
Netgear
LinkSys
TP-Link
Third Party
All Others
ASUS
67
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
THIRD-PARTY WI-FI EQUIPMENT
Overall Wi-Fi Quality 2023
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
70
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 11
ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 12
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
VIDEO STREAMING SERVICE
Streaming Apps
COMPANY
Streaming Apps
Amazon Prime Video
Peacock (Comcast)
Hulu (Walt Disney/Comcast)
Netfl ix
Paramount+
YouTube Premium (Google)
HBO Max
Apple TV+
Disney+
ESPN+ (Walt Disney)
Crackle
2022
NM
74
72
75
74
77
NM
73
69
78
73
69
2023
77
80
79
78
78
78
78
77
76
76
72
70
% CHANGE
NA
8%
10%
4%
5%
1%
NA
5%
10%
-3%
-1%
1%
NM = Not Measured
NA = Not Available
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
Video Streaming Service
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
VIDEO STREAMING SERVICE
INDUSTRY
Video Streaming Service
2022
74
2023
77
% CHANGE
4%
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
ACSI Telecommunications Study 2022-2023
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
VIDEO STREAMING SERVICE
Live TV Apps
COMPANY
Live TV Apps
Hulu + Live TV (Walt Disney/Comcast)
Sling TV (Dish Network)
YouTube TV (Google)
DIRECTV STREAM
2022
NM
NM
72
77
76
2023
76
80
76
76
72
% CHANGE
NA
NA
6%
-1%
-5%
NM = Not Measured
NA = Not Available
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 13
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
VIDEO STREAMING SERVICE
COMPANY
All Others (Streaming and Live TV apps)
2022
78
2023
75
% CHANGE
-4%
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
ACSI Telecommunications Study 2022-2023
2023 2022
Quality of mobile app
Reliability of mobile app (minimal
down time, crashes, lags)
Ease of understanding bill
Website satisfaction
Ease of using on-screen menus
and programming guides
Overall performance and reliability
Quality of original programming
Call center satisfaction
Number of movies
Number of TV shows
Availability of past season’s TV shows
Variety of movies by category
Variety of TV shows by category
Availability of current season’s TV shows
Availability of new movie titles
50 55 60 65 70 75 80 85 90
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
VIDEO STREAMING SERVICE
Customer Experience Benchmarks Year-Over-Year Industry Trends
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
82
78
82
80
81
78
85
83
81
78
74
79
83
82
78
81
76
74
77
74
78
77
73
74
76
74
75
75
71
70
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 14
ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 15
AMERICAN CUSTOMER SATISFACTION INDEX (ACSI
®
):
CUSTOMER SATISFACTION BENCHMARKS BY INDUSTRY
Athletic Shoes
Soft Drinks
Breweries
Full-Service Restaurants
Online Retailers
Televisions
Cell Phones
Financial Advisors
Food Manufacturing
Household Appliances
Personal Care & Cleaning Products
Personal Computers
Specialty Retailers
Apparel
Banks
Computer Software
Life Insurance
Online Investment
Property & Casualty Insurance
Automobiles
Consumer Shipping
Video Streaming Service
Airlines
Car Rentals
Drugstores
Fast Food Restaurants
Online Travel Agencies
Supermarkets
Credit Unions
General Merchandise Retailers
Hotels
Search Engines & Information
Wireless Phone Service
Health Insurance
Nonhospital Care
Online News & Opinion
Energy Utilities
Hospitals
Social Media
U.S. Postal Service
Subscription TV Service
Internet Service Providers
Gas Stations
80
81
78
80
81
78
79
79
78
79
78
79
73
79
75
76
78
78
79
80
77
76
77
75
80
79
75
76
74
76
73
76
65
77
75
73
71
72
70
69
68
71
76
© 2023 American Customer Satisfaction Index LLC. All rights reserved.
0-100 Scale
Charts extracted from this study for media use must include a statement identifying the study of origin and the publisher as the American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this study without the express prior written consent of ACSI.
Source: ACSI Telecommunications Study 2022-2023
ACSI Telecommunications Study 2022-2023
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2023 AMERICAN CUSTOMER SATISFACTION INDEX LLC. ALL RIGHTS RESERVED. 16
No advertising or other promotional use can be made of the data and information in this study
without the express prior written consent of ACSI LLC.
ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC.
ACSI survey data are used as inputs to the Index’s cause-and-eect econometric model, which estimates
customer satisfaction as the result of the survey-measured inputs of customer expectations, perceptions
of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction with the survey-
measured outcomes of customer complaints and customer loyalty. ACSI clients receive confidential industry-
competitive and best-in-class data on all modeled variables and customer experience benchmarks.