AT&T U-verse and Verizon Fios Tops in Customer Satisfaction Again

Telco TV and wireline broadband services once again ranked highest in latest American Customer Satisfaction Index survey of telecom users
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AT&T U-verse and Verizon Fios ranked highest in the latest survey of U.S. telecom consumers by the American Customer Satisfaction Index.

The index ranks service providers on a 1-100 scale. And in the subscription television category, U-verse dropped one point from its 2018 top score to a 69, but still held onto edge Fios, which held flat at 68.

AT&T satellite service DirecTV had the biggest gains, improving its score by two points to 66—but ASCI attributed much of that gain to the loss of dissatisfied customers. Altice’s Suddenlink brand was down three points to 55 to finish dead last. (See chart.)

The ASCI says that companies that generate greater customer satisfaction create more value for their shareholders.

The ASCI says that companies that generate greater customer satisfaction create more value for their shareholders.

In broadband services, Fios finished flat at 70 to once again lead the category, followed by U-verse, which gained one point to a 69. Mediacom had the biggest jump—by three points to a 58—but it still finished next to last place occupant Frontier Communications.

Overall, TV and internet service providers held flat with an average scores of 62. Operators improved scores in areas like “streaming video quality” and “call center satisfaction,” but slipped in areas like “ease of understanding bill.”

Among other categories measured, ASCI found Vonage to be the top satisfaction scorer for landline telephone service, with Suddenlink at the bottom.

And among streaming service providers, Netflix improved by one point to finish atop the category at 79. Notably, AT&T’s DirecTV Now vMVPD finished next to last, dropping one point to 69. 

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