Survey: Fiber internet wins for best customer service

Unsurprisingly, fast fiber connections are customers’ first choice for internet service. What’s interesting is that fiber providers are also customers’ choice for the best customer service experience.

A new study by the American Customer Satisfaction Index (ACSI) found that fiber internet service providers (ISPs) topped non-fiber ISPs 76 to 68 (out of 100) for customer satisfaction. 

If fiber isn’t available, customers are leaning toward 5G home internet connectivity from providers T-Mobile and T-Mobile and Verizon. 

Available to nearly half the U.S., fiber is preferred due to its symmetrical download and upload speeds and reasonable starting prices. 

AT&T Fiber again won the customer satisfaction survey with an 80/100. Verizon came in with a 77/100. AT&T’s Fiber plans start at up to 300 Mbps for $55/mo., well under the average cost of internet in the U.S. 

5G home internet

The report also shared that “5G satisfaction scores were on par with fiber in some regions, suggesting wireless technology is stepping up to deliver the high-speed experience customers expect,” says Forrest Morgeson, Associate Professor of Marketing at Michigan State University and Director of Research Emeritus at the ACSI. 

“Continued growing demand for connectivity underscores the need for both fiber buildouts and robust 5G networks to reach more communities nationwide.”

The survey of over 25,000 internet users found that “the two non-fiber, 5G providers are T-Mobile 5G Home Internet (up 4% to 76) and ACSI newcomer Verizon 5G Home Internet (74).” 

5G home internet starts at around $30/mo. for speeds up to 300 Mbps, a very competitive price point among ISPs. 

Check out what Allconnect customers have to say about their AT&T experiences: