According to the American Customer Satisfaction Index (ACSI) Telecommunications Study 2024, AT&T fiber broadband services scored the highest in customer satisfaction among fiber internet providers. AT&T scored 80 out of 100, matching its rating from the previous year’s study. Overall, satisfaction with fiber internet service providers rose slightly from 75 to 76 between 2023 and 2024.
Most fiber broadband providers maintained or improved their customer satisfaction ratings compared to last year’s report. Verizon Fios finished with a score of 77. Two fiber providers besides CenturyLink — Frontier and Google Fiber — both attained ratings of 76.
Frontier’s score increased by 3%, while Google Fiber’s rating remained unchanged. Comcast Xfinity rose 3% to 75. The study also included two providers new to the ACSI.
Kinetic by Windstream received a score of 72, and Optimum from Altice scored 66. However, CenturyLink’s rating dropped 3% to 76.
AT&T fiber satisfaction leads 2024 rankings
The ACSI report showed that customer satisfaction with internet providers rose 4% overall to 71. Fiber-based providers outperformed non-fiber providers, scoring 76 and 68, respectively. T-Mobile 5G Home Internet and Verizon 5G Home Internet led the pack among non-fiber providers.
T-Mobile’s score increased from 73 in 2023 to 76 in 2024. Verizon 5G Home Internet, which was not measured in the previous year’s study, received a score of 74. AT&T Internet, a hybrid fiber-copper service, dropped its rating from 72 in 2023 to 69 in 2024.
Cox and Charter Spectrum both improved their scores from 64 to 68. Comcast Xfinity’s rating decreased slightly from 68 to 67, while Altice Optimum’s score rose from 58 to 63. The “all other” category, which includes smaller internet providers, finished with a score of 65 in 2024, down from 66 in the previous year.
The ACSI Telecommunications Study 2024 highlights the continued strong performance of fiber broadband providers in terms of customer satisfaction. It also showcases the growing competitiveness of 5G home internet services offered by mobile carriers like T-Mobile and Verizon.
