Some things do not seem to change all that much, among them consumer satisfaction with home broadband or linear video subscriptions.
Though some providers in each of those categories score higher than average, customer satisfaction with internet service providers and linear video service always tends to rank lowest to near the bottom of all industries tracked by the American Customer Satisfaction Index.
Over three to four decades, those linear video rankings haven’t moved much. The home broadband business is younger, but satisfaction scores for ISPs have actually been lower than scores for linear video, which always have ranked at or near the bottom of the ACSI industry rankings.
Streaming video scores have ranged higher than linear video, roughly in the middle of the industry rankings, and have improved since tracking began about 2000. Satisfaction with social media has not changed all that much since tracking began slightly before 2000, remaining near the bottom of industry rankings.
Mobile phone service consistently ranks higher than linear video, home broadband or social media. The ACSI index includes multiple factors beyond price, such as quality, value, service, and expectations, so low scores might reflect a combination of these factors, such as low perceived value for money, customer service impressions and so forth.
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