ANN ARBOR—The coronavirus pandemic has changed the way Americans work and how they spend their leisure time, putting a spotlight on both high-speed internet service and in-home entertainment options.
AVideo streaming remains the people’s choice, with customer satisfaction steady at a score of 76 (on a scale of 0 to 100), according to the American Customer Satisfaction Index (ACSI) Telecommunications Report 2019-2020. However, other telecom categories are making moves.
Among the five telecom industries covered in this report—subscription TV service, internet service providers (ISPs), fixed-line telephone service, video-on-demand service, and video streaming services—three show significant improvement in customer satisfaction: subscription TV, ISPs, and video-on-demand.
“With stay-at-home and work-from-home becoming a new normal for many American households, the services offered by major telecommunications companies are more crucial than ever before,” said David VanAmburg, Managing Director at the ACSI. “Fortunately, many telecom companies laid the groundwork before the pandemic, offering their customers better services compared to last year.”
New to the survey this year for the ISP industry, the ACSI also measures key aspects of the in-home Wi-Fi customer experience. This includes satisfaction with both third-party and ISP-provided Wi-Fi equipment.