Verizon had the highest single regional Internet customer service score, while AT&T won two of four regions – after winning three a year ago, according to the latest J.D. Power ISP ratings. The providers’ quality and speed were responsible for two-thirds of those assessments.
The scores of the J.D. Power 2021 U.S. Residential Internet Service Provider Satisfaction Study:
The survey, which was based on input from 27,181 people with Internet service, was in the field from October 2020 through this July. The factors considered were performance and reliability; cost of service; communications and promotions; billing and payment and customer service.
“The internet essentially became as or more important than other home utilities when the world nearly came to a halt in early 2020, and its importance has remained as businesses and schools have adjusted to new working environments,” J.D. Power managing director Ian Greenblatt said in a press release about the J.D. Power ISP ratings. “While overall satisfaction had been increasing since 2018, it has declined since last year, showing that as the necessity of internet service has increased, so have the expectations of customers.
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