![]() You always have to take these kinds of rankings with a grain of salt for several reasons. To be included in the rankings an ISP needed to have 100 customers or more take the speed test. The scoring for each ISP is a composite number based 80% on the download speed and 20% of upload speeds. They had about 124,000 speed tests taken that led to this year’s rankings. They develop their rankings based upon speed tests taken at their own speed test site. PC Magazine has been rating ISPs in terms of speed for a number of years. That’s something every small ISP should periodically consider. I have to assume this means people like small ISPs more than the big ones – or perhaps hate them a little less. But I’ve always been comforted by the fact that my smaller ISP and cable clients generally fare extremely well when competing against the big ISPs and cable companies. It’s always been somewhat disheartening to work in an industry that folks love to hate. Consumers are also like electric utilities a lot more than cable companies and ISPs – electric coops (73), and investor-owned and muni electric companies (72). Other technology sectors have much higher satisfaction ratings such as landline telephones (70), cellphones (74), computer software (78), internet search engines (76), and social media (70). People don’t rate cable companies and ISPs so low due because they deliver technical products. One of the most common forms of advertising for smaller ISPs is, “We are not them”. This has always benefited smaller ISPs that compete against the big companies. What matters a lot more is that our cable companies and ISPs are generally consumer’s least favorite companies. This year’s increase might just be variance within the expected range of sampling results. The company was ranked highest in 20 at a 65 ranking and lowest in 2015 (57) and 2019 (59). The rankings of individual ISPs vary from year to year. Part of the explanation of the change in approval ratings for the industries might be little more than statistical variance within the range of sampling. At the top are the same two providers – Verizon FiOS (73) and AT&T Internet (68). The same three providers are at the bottom – Frontier (55), Suddenlink (57), and Mediacom (59). The overall satisfaction for ISPs grew from a 62 in 2019 to a 65 in 2020. It’s worth noting that this list contains many of the same companies on the cable provider list, but consumers are asked to rank cable services separately from broadband services. The highest-ranked cable providers continue to be Verizon FiOS (70) and AT&T U-verse (70), now relabeled as AT&T TV. But all of these companies had a slightly improved satisfaction ranking over 2019. Just above these companies are two of the largest cable providers – Charter (60) and Cox (61). The cable providers at the bottom of the rankings continue to get low satisfaction ratings, with Suddenlink (56), Frontier (58), and Mediacom (60). Or perhaps folks have come to appreciate the cable product more during the pandemic when people are going out less, and likely watching TV more. ![]() This could be due in part to huge growth in cord-cutters who no longer watch traditional cable TV and who might perhaps no longer rate a product they don’t use. I can only speculate why people like cable companies a little more this year. The overall ranking for cable providers grew from a 62 in 2019 to a 64 in 2020. Joining these companies at the bottom are local governments (65.5), video-on-demand providers (68), and the federal government (68.1). The top-rated industries are breweries (84%), personal care and cleaning products (82), soft drinks (82), and food manufacturing (81).īy contrast, cable providers are ranked the lowest at 64 followed closely by ISPs at 65. The ACSI ranks each company and each industry segment on a scale of 1 to 100. Consumers still rank cable TV providers as the least liked group of companies in the country across all industries, joined at the bottom by ISPs. There is no easy way to understand a national satisfaction survey, but those trends are interesting to contemplate. The running joke reported in numerous articles about this survey is that people like the IRS more than they like their cable company (and that is still true this year).īut something interesting happened in this year’s survey and the ranking for cable companies collectively improved by 3% and consumer confidence in ISPs climbed 5%. Historically cable companies and ISPs have fared poorly in these rankings compared to other businesses in the country. The American Customer Satisfaction Survey (ACSI) was released earlier this summer that ranks hundreds of companies that provide services for consumers.
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