NCTA — The Internet & Television Association

How Satisfied are Americans with Their Home Internet?

How Satisfied are Americans with Their Home Internet?

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A new survey on home internet provider satisfaction reveals the vast majority of Americans are satisfied with the quality, price, speed, and reliability of their wireline broadband.


The internet entertains, informs, and connects. It builds businesses, it improves healthcare, and it drives creativity. In other words, it’s a very busy platform and it has grown exponentially over the last 25 years to better serve the billions of people who use it every day. So, in an effort to better quantify exactly how well America’s ISPs are doing at delivering the internet, we commissioned an independent survey from Morning Consult to ask about home internet service satisfaction.

The survey polled 2001 people from across the country, asking respondents to rank various aspects of their internet experience as very satisfied, somewhat satisfied, somewhat dissatisfied, very dissatisfied, or no opinion. We were pleased to see that in all categories, most Americans were happy with their home internet experience.

A full 77 percent of survey respondents say they are either very satisfied or somewhat satisfied with the speedof their home wired internet service. Only five percent said they were very dissatisfied. 80 percent of respondents were either very satisfied or somewhat satisfied with the quality of their home connection. A mere four percent were very dissatisfied with quality. And 72 percent of respondents said they were either very satisfied or somewhat satisfied with their home internet’s ability to stream videos and shows.

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On the matter of customer service, 76 percent of respondents say they are very satisfied or somewhat satisfied with their home internet provider. Only seven percent were very dissatisfied. 80 percent of respondents were very satisfied or somewhat satisfied with the reliability of their service.

Finally, when asked whether their home internet is able to “deliver enough speed and capacity for you to stream, download, and take full advantage of the services available on the internet” an overwhelming 85 percent of respondents said yes.

It’s no accident that the majority of respondents are happy with their service. After all, every year America’s ISPs invest millions in infrastructure, technology enhancements, and new features. In fact, just a few weeks ago a new report came out highlighting how energy efficient new home internet equipment has become. And more communities are starting to receive gigabit broadband as DOCSIS 3.1 technology rolls out. There’s more work to be done, but seeing how many people are pleased with their home internet experience shows we’re moving in the right direction.