Price of Residential Internet Drives Customer Choice

While performance and reliability is the most influential factor in predicting overall customer satisfaction, the number one reason residential internet customers are choosing their provider is price, according to the J.D. Power 2022 U.S. Residential Internet Service Provider Satisfaction Study,^SM released today.

“More than half—58%— of a customer’s satisfaction is driven by the quality and consistency of the internet connection, and how the customer perceives the value of that connection,” said Ian Greenblatt, managing director at J.D. Power. “With customers being least satisfied with cost of service, a consistent experience at a reasonable price is table stakes for providers—each outage or other problem causes a customer to review that price-driven choice for real value.”

Click here to read the press release, including which internet service providers ranked highest in customer satisfaction and additional key findings from the 2022 study.