All Major ISPs Have Declined In Customer Satisfaction, Says Study (dslreports.com)

The latest American Customer Satisfaction Index survey finds that Verizon FiOS has been rated the highest in customer satisfaction with a score of 70 out of 100. But, as DSLReports notes, that's nothing to write home about since that score was a one point decline from one year earlier. Furthermore, the industry average was 64 points, which is not only a decline from last year but lower than most of the other industries the group tracks. From the report: According to the ACSI, high prices and poor customer service continues to plague an U.S. broadband industry with some very obvious competitive shortcomings. "According to users, most aspects of ISPs are getting worse," the ACSI said. "Courtesy and helpfulness of staff has waned to 76 and in-store service is slower (74). Bills are more difficult to understand (-3 percent to 71), and customers aren't happy with the variety of plans available (-3 percent to 64)." Not a single ISP tracked by the firm saw an improvement in customer satisfaction scores.

The worst of the worst according to the ACSI is Mediacom, which saw a 9% plummet year over year to a score of 53, which is lower than most airlines, banks, and even the IRS according to the report. Charter Spectrum and Suddenlink also saw 8% declines in satisfaction year over year, and despite repeated claims that customer service is now its top priority, Comcast saw zero improvement in broadband satisfaction and a slight decline in pay TV satisfaction.

Comments

The current administration emboldens them

[rsilvergun]

I know that's not a popular thing to say, but that doesn't make it less true. We have an administration who's stated goal is less regulation and who's people keep getting caught with their hands in the proverbial cookie jar with no consequences. Is it any wonder why ISPs think they can get away with more?

Re:WTF?

[PopeRatzo]

We're currently enjoying peace and prosperity, for the first time in decades.

Deficits - up
National debt - up
gas prices - up
school shootings - up
mass shooting deaths - way up

The cable monopolies are a *result* of regulation

[Solandri]

The cable companies are not natural monopolies which need to be broken up by anti-trust suits. They were given their monopoly status by local governments, often in exchange for concessions like guarantees to offer service to 9x% of homes in an area, or (in the case of the previous city I lived in) straight kickbacks (x$ per home) paid to the city's general fund.

Sorry, but this is one problem caused by too much government regulation. The local governments correctly realized that allowing anyone and everyone to offer cable service would result in the telephone poles becoming unsightly and underground utility conduits becoming clogged. So they wisely limited who could provide cable service in their jurisdiction. But somewhere, somewhen, the wheels fell off - they got drunk with their own power and started handing out monopolies to the highest bidder. That's an issue the pro-regulation crowd seems to be blind to - government corruption resulting in regulations which results in net harm to society.