ACSI data shows customers prefer fiber

June 11, 2024
5G remains a viable alternative in areas without fiber.

The American Customer Satisfaction Index (ACSI) reported that its 2024 study shows that ISPs who provide fiber are better rated in terms of customer satisfaction than those who do not. The ACSI says that, while fiber is preferred overall, 5G remains a viable alternative and is ranked on par with fiber in some regions.

AT&T’s fiber topped the list with an ACSI rating of 80 out of 100, followed by Verizon Fios, which stands at 77. The report also shows that streaming satisfaction is up, perhaps giving credence to Comcast’s plan of fueling broadband subscriber growth by bundling it with streaming services.

Lightwave reached out to the ACSI team to learn more about customer preferences:

LW: Do you have any expectations going forward regarding fiber vs. 5G?

ACSI: “Fiber is currently an all-around better service than 5G. It has higher reliability and speeds. As a result, it will remain the preferred service for high-speed internet. For the near future, 5G is best served by urban areas due to the distance limitation of the 5G transmitters for the highest performing slice of 5G (high band). While there are currently congressional discussions to establish a fund to encourage rural 5G deployment, until that happens, fiber will remain the preferred connection for fast and reliable internet in areas where it is available. 5G will continue to fill a niche as an affordable service that has better-than-average speeds at a cost that is often less than fiber.”

LW: What makes 5G a good solution?

ACSI: “5G is a good solution due to a nice combination of low cost and moderately high speeds that are fast enough for most people’s needs. This combination of cost and performance is shown in the ACSI’s 2024 Telecommunications Study, in which 5G providers have value ratings higher than most ISPs and very close to the top fiber providers.”

LW: Is 5G best in places where there’s no other option but DSL?

ACSI: “5G is definitely a good option versus DSL and even cable due to its combination of speed and cost. 5G outpaced most cable and DSL providers in the 2024 ACSI Telecommunications Study.”

LW: What are consumers finding with fiber versus cable?

ACSI: “Fiber is the clear leader in both performance and speed. This is reflected in ACSI scores for fiber that are substantially higher than cable providers across the board.”

 

Data from the study is based on interviews with 25,468 customers conducted between April 2023 and March 2024.

 

For related articles, visit the Broadband Topic Center.

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About the Author

Hayden Beeson

Hayden Beeson is a writer and editor with over seven years of experience in a variety of industries. Prior to joining Lightwave and Broadband Technology Report, he was the associate editor of Architectural SSL and LEDs Magazine. 

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