Thursday, October 27, 2016

Internet service providers -- still the lowest ranked US industry on customer satisfaction

The performance of the ISP industry is as bad as it gets -- what do you expect from companies in monopoly or duopoly markets?

The other day, I got a notice saying my Internet service provider, Time Warner Cable (TWC), was changing its name to "Spectrum." At first I hoped they were changing their name because they were ashamed of the way I had been trashing them in blog posts. (For example, this is the most viewed post in the history of this blog).

But, then I remembered that Charter Communications bought TWC a while back.

The last time I looked at the University of Michigan American Customer Satisfaction Index (ACSI), TWC was rated next to worst among Internet service providers and the ISP industry was the lowest rated of all.

Can I expect service to improve now that I am a Charter customer?

I guess not. The latest ACSI survey shows that the ISPs are still the worst regarded industry by Americans:

The six lowest rated industries

TWC was the worst of the worst last time I looked -- might Charter pull them up? Here are the latest ISP ratings:

ISP ratings

TWC has improved since I last checked -- they are no longer the lowest rated ISP. That's the good news. The bad news is that Charter is ranked lower than TWC. I guess it could have been worse -- Frontier Communications, the lowest ranking ISP, could have purchased TWC.

An irony -- Verizon FIOS, the highest rated ISP, was abandoned by Verizon years ago and has now been sold.

The performance of the ISP industry is as bad as it gets -- what do you expect from companies in monopoly or duopoly markets?