American Customer Satisfaction Index Telecommunications Study 2021 2022

ACSI ® AMERICAN CUSTOMER SATISFACTION INDEX
Telecommunications Study 2020-2021

American Customer June 8, 2021
Satisfaction Index
Customer satisfaction is a driving force that impacts the financial outlook of individual firms and the
health of the U.S. economy at large. New results from the American Customer Satisfaction Index (ACSI®)
include customer satisfaction benchmarks for five telecommunications industries: subscription television
service, internet service providers, landline phone service, video-on-demand service, and video
streaming service. The ACSI also captures consumer opinions about critical elements of the customer
experience, tailored individually to each measured industry.
The ACSI Telecommunications Study 2020-2021 is based on interviews with 37,907 customers,
chosen at random and contacted via email between April 1, 2020, and March 29, 2021. Customers are
asked to evaluate their recent experiences with the largest companies in terms of market share, plus an
aggregate category consisting of “all other”—and thus smaller—companies in those industries.
For the video streaming and subscription TV industries, the ACSI also provides satisfaction results for
four customer segments: cord-shaver, cord-stacker, cord-cutter, and cord-never.
VIDEO STREAMING AND SUBSCRIPTION TV SERVICES

Satisfaction by Customer Segment 2021
Cord-Shaver 76
Has both streaming and subscription TV,
but did reduce TV spending level 24% 30%
Cord-Stacker 75
Has both streaming and subscription TV,
and did not reduce TV spending level
Cord-Cutter 73 22%
Has streaming only, but previously had
subscription TV 24%
Cord-Never 72 Percentage of Survey

Has streaming only, and never had
Respondents
subscription TV
0-100 Scale © 2021 American Customer Satisfaction Index. All Rights Reserved.
WWW.THEACSI.ORG INFO@THEACSI.ORG © 2021 AMERICAN CUSTOMER SATISFATION INDEX LLC. ALL RIGHTS RESERVED. 1
ACSI ®
ACSI Telecommunications Study 2020-2021
Subscription Television Service
AMERICAN CUSTOMER SATISFACTION INDEX:

SUBSCRIPTION TELEVISION SERVICE
2020 2021 % CHANGE
Subscription Television Service 64 65 1.6%

U-verse TV (AT&T) 70 74 6%
Verizon Fios 70 71 1%
DIRECTV (AT&T) 64 66 3%
DISH Network 65 66 2%
Xfinity (Comcast) 63 66 5%
Spectrum (Charter Communications) 61 64 5%
Frontier Communications 58 63 9%
All Others 62 62 0%
Cox 62 62 0%
Optimum (Altice USA) 63 60 -5%
Mediacom 60 59 -2%
Suddenlink (Altice USA) 56 56 0%
SUBSCRIPTION TELEVISION SERVICE

Customer Experience Benchmarks
Year-Over-Year Industry Trends
2021 2020
76
HD picture quality 78
76
Quality of mobile app
77
Reliability of mobile app (minimal 76

down time, crashes, lags) 77
Courtesy and helpfulness of store/service 75

center staff 77
75
Picture quality
77
74
Speed of store/service center transaction
76
Ease of using remotes, on-screen menus, 73

and program guide 75
73
TV signal reliability
74
Website satisfaction 73
74
Ability to keep service interruptions 72

and outages to a minimum 73
72
Ease of understanding bill
73
72
Range of channels available
73
Premium channels available 71

71
Call center satisfaction 64

64
50 55 60 65 70 75 80 85 90
ACSI ®
Internet Service Providers

INTERNET SERVICE PROVIDERS
2020 2021 % CHANGE
Internet Service Providers 65 65 0.0%

AT&T Internet 68 71 4%
Verizon Fios 73 71 -3%
Cox 61 63 3%
All Others 64 62 -3%
CenturyLink (Lumen Technologies) 63 62 -2%
Windstream 61 61 0%
Mediacom 59 60 2%
Optimum (Altice USA) 65 60 -8%
Suddenlink (Altice USA) 57 55 -4%
INTERNET SERVICE PROVIDERS

2021 2020
76
Quality of mobile app 79

75

center staff 76
Speed of store/service center transaction 72

75
71
72
Video streaming quality 71

71
Quality of other services (email, data storage, 70

internet security) 71
Internet service reliability (consistency of 69

speed and service) 70
69
Overall data transfer speed
70
Performance during peak hours 69

70
Ability to keep service interruptions and 67

outages to a minimum 69
Variety of internet plans available 66

67

61
50 55 60 65 70 75 80 85 90
ACSI ®
The ACSI measures key aspects

IN-HOME WI-FI SERVICE of the in-home Wi-Fi experience
ISP-Provided Wi-Fi Equipment and Third-Party Wi-Fi Equipment 2021 for both customers who use
Internet Service Providers Third Party
equipment provided by their
74
ISP and those who use third-
Security of Wi-Fi connection 74
party equipment that they have
Range of Wi-Fi service throughout house
71
74 purchased.
Ability of Wi-Fi to handle multiple 70
connected devices at the same time 74
Reliability of Wi-Fi in terms of avoiding 70

loss of service 73
70
Upload/download speed of Wi-Fi 72
Reliability of Wi-Fi in restarting quickly 69

after loss of service 72
Price paid for router and any other hardware (such 66

as Wi-Fi extenders/boosters) required for service 72
50 55 60 65 70 75 80 85 90
For both individual ISPs

IN-HOME WI-FI SERVICE
Internet Service Providers Wi-Fi Equipment
and third-party equipment
Overall Wi-Fi Quality 2021 manufacturers, the ACSI
AT&T Internet 74 measures overall Wi-Fi quality
Verizon Fios 74 based on customer evaluations
Xfinity (Comcast) 73 of their chosen equipment.
Cox 71 These Wi-Fi quality scores are
Spectrum (Charter Communications) 69 derived from seven separate
Mediacom 68 benchmarks: security, multiple
CenturyLink (Lumen Technologies) 67
device connections, range,
Optimum (Altice USA) 67
avoiding service loss, service
Windstream 67
restart, upload/download speed,
Suddenlink (Altice USA) 66
and price paid.
Frontier Communications 63
50 55 60 65 70 75 80 85 90
IN-HOME WI-FI SERVICE

Third-Party Wi-Fi Equipment
Overall Wi-Fi Quality 2021
TP-Link 75
Netgear 73
ASUS 73
LinkSys 72
50 55 60 65 70 75 80 85 90
ACSI ®
Landline Phone Service

LANDLINE PHONE SERVICE
2020 2021 % CHANGE
Landline Phone Service 70 71 1.4%

AT&T 72 75 4%
Verizon 74 74 0%
Vonage 74 72 -3%
Optimum (Altice USA) 67 70 4%
Xfinity (Comcast) 70 69 -1%
Cox 66 68 3%
Windstream 63 67 6%
CenturyLink (Lumen Technologies) 65 65 0%
Suddenlink (Altice USA) 65 62 -5%
LANDLINE PHONE SERVICE

2021 2020
78
80

Call quality (clarity, strength) 76

76
Phone service reliability (dropped-call frequency, 76

dial-tone consistency) 76
Variety of services available (long distance, 76

caller ID, voicemail) 75
77
Ability to keep service interruptions 75

and outages to a minimum 75

center staff 77
75
76
Helpfulness of operators and information services 73

72
Speed of store/service center transaction 73

76

67
50 55 60 65 70 75 80 85 90
(0-100 Scale © 2021 American Customer Satisfaction Index. All Rights Reserved.
ACSI ®
Video-on-Demand Service

VIDEO-ON-DEMAND SERVICE
2020 2021 % CHANGE
Video-on-Demand Service 68 67 -1.5%
U-verse TV (AT&T) 74 73 -1%
Verizon Fios 71 71 0%
DIRECTV (AT&T) 69 69 0%
DISH Network 71 69 -3%
Cox 66 67 2%
Optimum (Altice USA) 65 66 2%
Spectrum (Charter Communications) 68 66 -3%
VIDEO-ON-DEMAND SERVICE
2021 2020
Quality of mobile app 78

78

74
Ease of using remotes, on-screen menus, and 72

programming guides 74
Number of TV shows 72
73
71
Availability of current season’s TV shows
73
71
74
Variety of movies by category 71

72
71
Variety of TV shows by category
73
70
Overall performance and reliability
72
69
Availability of new movie titles
69
69
Availability of past season’s TV shows
70
69
Number of movies
70
67
Availability of free on-demand content
69
63
Call center satisfaction
65
50 55 60 65 70 75 80 85 90
ACSI ®
Video Streaming Service

VIDEO STREAMING SERVICE
2020 2021 % CHANGE
Video Streaming Service 76 74 -2.6%

Disney+ 80 78 -3%
Microsoft Store 76 77 1%
Twitch (Amazon) 75 76 1%
HBO (AT&T) 74 75 1%
HBO Max (AT&T) NM 75 NA
Hulu 77 75 -3%
Netflix 78 75 -4%
YouTube TV (Google) 75 75 0%
Amazon Prime Video 76 74 -3%
Apple TV App 77 74 -4%
Google Play 74 74 0%
Starz 75 74 -1%
CBS All Access (ViacomCBS) 75 73 -3%
Vudu (Comcast) 72 73 1%
Apple TV+ 74 72 -3%
AT&T TV NOW 72 72 0%
Showtime (ViacomCBS) 71 72 1%
Sling TV (DISH Network) 71 72 1%
Peacock (Comcast) NM 71 NA
Crackle 68 68 0%
NM = Not Measured
NA = Not Available
ACSI ®
VIDEO STREAMING SERVICE

2021 2020
82
83

80
79
81
Ease of using on-screen menus 77

and programming guides 79
77
Overall performance and reliability
79
75
Call center satisfaction
74
74
Quality of original programming
76
74
Variety of TV shows by category
76
73
Availability of past season’s TV shows
75
Number of movies 73
75
73
Number of TV shows
76
Variety of movies by category 73

76
71
Availability of current season’s TV shows
73
70
Availability of new movie titles
71
50 55 60 65 70 75 80 85 90
ACSI survey data are used as inputs to the Index’s cause-and-effect econometric model, which
estimates customer satisfaction as the result of the survey-measured inputs of customer expectations,
perceptions of quality, and perceptions of value. The ACSI model, in turn, links customer satisfaction
with the survey-measured outcomes of customer complaints and customer loyalty. ACSI clients
receive confidential industry-competitive and best-in-class data on all modeled variables and customer
experience benchmarks.
ACSI and its logo are Registered Marks of American Customer Satisfaction Index LLC.
No advertising or other promotional use can be made of the data and information in this
study without the express prior written consent of ACSI LLC.

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ACSI ® AMERICAN CUSTOMER SATISFACTION INDEX

Telecommunications Study 2020-2021

VIDEO STREAMING AND SUBSCRIPTION TV SERVICES

Cord-Never 72 Percentage of Survey

Subscription Television Service

AMERICAN CUSTOMER SATISFACTION INDEX:

Subscription Television Service 64 65 1.6%

SUBSCRIPTION TELEVISION SERVICE

Reliability of mobile app (minimal 76

Courtesy and helpfulness of store/service 75

Ease of using remotes, on-screen menus, 73

Ability to keep service interruptions 72

Premium channels available 71

Call center satisfaction 64

Internet Service Providers

AMERICAN CUSTOMER SATISFACTION INDEX:

Internet Service Providers 65 65 0.0%

INTERNET SERVICE PROVIDERS

Reliability of mobile app (minimal 76

Courtesy and helpfulness of store/service 72

Speed of store/service center transaction 72

Video streaming quality 71

Quality of other services (email, data storage, 70

Internet service reliability (consistency of 69

Performance during peak hours 69

Ability to keep service interruptions and 67

Variety of internet plans available 66

Call center satisfaction 61

The ACSI measures key aspects

Reliability of Wi-Fi in terms of avoiding 70

Reliability of Wi-Fi in restarting quickly 69

Price paid for router and any other hardware (such 66

For both individual ISPs

IN-HOME WI-FI SERVICE

Landline Phone Service

AMERICAN CUSTOMER SATISFACTION INDEX:

Landline Phone Service 70 71 1.4%

LANDLINE PHONE SERVICE

Reliability of mobile app (minimal 77

Call quality (clarity, strength) 76

Phone service reliability (dropped-call frequency, 76

Variety of services available (long distance, 76

Ability to keep service interruptions 75

Courtesy and helpfulness of store/service 75

Helpfulness of operators and information services 73

Speed of store/service center transaction 73

Call center satisfaction 68

AMERICAN CUSTOMER SATISFACTION INDEX:

Quality of mobile app 78

Reliability of mobile app (minimal 77

Ease of using remotes, on-screen menus, and 72

Variety of movies by category 71

Video Streaming Service

AMERICAN CUSTOMER SATISFACTION INDEX:

Video Streaming Service 76 74 -2.6%

VIDEO STREAMING SERVICE

Reliability of mobile app (minimal 81

Ease of using on-screen menus 77

Variety of movies by category 73

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