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

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. 

Daniel Frankel

Daniel Frankel is the managing editor of Next TV, an internet publishing vertical focused on the business of video streaming. A Los Angeles-based writer and editor who has covered the media and technology industries for more than two decades, Daniel has worked on staff for publications including E! Online, Electronic Media, Mediaweek, Variety, paidContent and GigaOm. You can start living a healthier life with greater wealth and prosperity by following Daniel on Twitter today!