(855) 771-3154
Clean Up Your Computer Month: Do These 6 Things to Speed Up Slow Internet
Share report via
2025 Broadband Customer Satisfaction Report: Year-in-Review & 2026 Outlook
An annual survey conducted by LocalCableDeals that evaluates Internet Service Providers (ISPs) across the US and benchmarks their performance against multiple customer-centric metrics.
We surveyed 8,599 internet users across the United States to gauge their experiences with their current internet service providers and identify the top-performing ISPs nationwide.
Altafiber, Mediacom, and AT&T achieved outstanding overall customer satisfaction ratings, whereas Spectrum, Verizon, and Xfinity stood strong in terms of outage resolution, pricing, speed, and reliability.
The LocalCableDeals Broadband Customer Satisfaction Report 2025 delivers a comprehensive analysis of ISP performance by examining both strengths and areas for improvement across the U.S. broadband market.
Our objective is twofold:
- To provide ISPs with data-backed insights to align their service quality with consumer expectations
- To empower consumers to make well-informed decisions when choosing or switching their internet service provider.
Key Findings & Insights
Price is the top motivator for switching plans.
36.25% of consumers bundle Internet + Phone.
28.88% of consumers bundle Internet + Cable TV.
15.1% of consumers experience frequent outages.
39% of consumers look forward to trying 5G Home Internet.
T-Mobile & AT&T have the best outage resolution ratings.
Broadband Customer Satisfaction Survey Overview
With an ocean of options, choosing the right ISP has become more challenging than ever. The rapid expansion of regional and national providers has further intensified the competition.
As a consumer, it is important to note that an internet service provider’s availability and quality vary from region to region. A provider that excels across all metrics in one location may underperform in another.
The LocalCableDeals Broadband Customer Satisfaction Report serves as an insightful tool by offering an in-depth evaluation of major ISPs across four core customer-focused parameters:
- Pricing
- Speed
- Reliability
- Customer Service
The report also analyzes provider-specific features, including bundling options, outage frequency & resolution, as well as connection type.
Best Overall Ratings
Source: LocalCableDeals CSR provider ratings from 8,599 respondents collected between September 6 and November 22, 2025.
Share Altafiber, Mediacom, and AT&T lead in overall ratings, achieving the highest scores across multiple performance benchmarks.
Methodology
To provide an in-depth analysis of the current broadband market and the sentiments of American consumers towards their current ISP, LocalCableDeals surveyed 8,599 U.S. adults between September 6 and November 22, 2025.
This expanded sample size represents a significant increase compared to previous editions of the report, improving statistical confidence and regional representation across the United States.
The survey was conducted via Survey Monkey, followed by address-based sampling of LocalCableDeals’ website visitors. The final dataset includes respondents from 43 states, segmented by age, gender, device, region, and household income.
The survey gauged consumer experience across specific aspects of services they purchased from regional and national ISPs to uncover areas where they were satisfied or dissatisfied.
Participants were asked to rate their current ISP on critical aspects of service, including pricing, speed, reliability, and customer service. Data analysis entailed quantifying the average ratings and identifying common areas of satisfaction and dissatisfaction across customer feedback.
Key Drivers of Customer Satisfaction & Retention
Source: LocalCableDeals CSR provider ratings from 8,599 respondents collected between September 6 and November 22, 2025.
Share Price, speed, and reliability emerged as the top three drivers of both customer retention and provider switching, indicating that consumers now expect high-performance internet services at competitive price points.
By analyzing this data, ISPs can gain valuable insights into customer behavior, enabling them to improve their services, and subsequently retain more customers. Here is a breakdown of key factors and their implications:
1. Price (54.2%):
With newer ISPs entering an already saturated market, competitive pricing has become a decisive differentiator. Our survey indicates that Mediacom, AT&T, and Spectrum offer the perfect balance between affordability and overall value.
2. Speed (16.5%):
With the rise of remote work, online education, 4K streaming, and live gaming, speed becomes essential, emerging as the second most important consideration for consumers. When it comes to speed, Mediacom, AT&T, and RCN by Astound meet consumer expectations.
3. Reliability (12.5%)
As the use of digital tools and platforms grows, consumers demand consistent quality to power a smooth experience. According to survey responses, Mediacom, AT&T, and Spectrum offer a consistent level of connectivity across their areas of service.
Highest Customer Loyalty
The results indicate that a majority of consumers are satisfied with their current internet plans, with availability, plan flexibility, ease of acquisition, and reliability playing the most crucial roles in retention.
Below is a breakdown of the performance of the top five brands ranked in terms of customer retention and acquisition.
Brand Customer Retention Rate
Source: LocalCableDeals CSR provider ratings from 8,599 respondents collected between September 6 and November 22, 2025.
Share AT&T, Spectrum, and Xfinity topped rankings in terms of availability, serviceability, and reach, as indicated by the majority of customer responses. Additionally, they ranked highest in terms of customer retention and conversion rate compared to all other providers.
Top ISPs in terms of Pricing
Best Pricing ![brand rating]()
LocalCableDeals Broadband Customer Satisfaction Survey 2025
*Star rating of customers who were either very or completely satisfied.
![lcd logo]()
![share icon]()
Share
Share Altafiber, Mediacom, and AT&T ranked highest in terms of price and overall value for consumers. Brightspeed, Metronet, Spectrum, and Xfinity also surpassed the category average.
Top ISPs in terms of Speed
Best Speeds ![brand rating]()
LocalCableDeals Broadband Customer Satisfaction Survey 2025
*Star rating of customers who were either very or completely satisfied.
![lcd logo]()
![share icon]()
Share
Share Altafiber, Mediacom, and AT&T also ranked the highest in terms of speed, thanks to an extensive fiber optic and cable infrastructure. Spectrum and Xfinity narrowly surpassed the average benchmark.
Top ISP in Terms of Reliability
Best Reliability ![brand rating]()
LocalCableDeals Broadband Customer Satisfaction Survey 2025
*Star rating of customers who were either very or completely satisfied.
![lcd logo]()
![share icon]()
Share
Share Altafiber, Mediacom, and AT&T lead the charts in terms of reliability. AT&T and Altafiber, being fiber providers, benefit from infrastructure advantages that support consistent connectivity compared to cable or DSL providers.
Mediacom is the only cable provider to land in the top 3, notably due to combining its cable infrastructure with a fiber network and its proactive issue management.
Tops ISPs in terms of Customer Service
Best Customer Service ![brand rating]()
LocalCableDeals Broadband Customer Satisfaction Survey 2025
*Star rating of customers who were either very or completely satisfied.
![lcd logo]()
![share icon]()
Share
Share T-Mobile and AT&T received the highest customer service ratings. Metronet, Breezeline, Brightspeed, and Verizon stood neck to neck in terms of customer service, with all achieving a consistent rating.
Top Bundling Choices 2025
Source: LocalCableDeals CSR provider ratings from 8,599 respondents collected between September 6 and November 22, 2025.
Share Our results indicate that 43.63% of consumers still prefer internet-only plans. The widespread availability of online communication and streaming platforms has reduced the need for phone or cable TV, making standalone internet plans a cost-effective, simple, and flexible option for consumers
Internet + Phone
Our survey indicates that 36.25% of consumers prefer Internet + Phone bundles. This can be attributed to increasing smartphone ownership and remote work adoption.
Xfinity and Spectrum stand out in this regard, with their affordable, feature-rich packages.
Internet + Cable TV
Approximately 28.88% of consumers gravitate towards Internet + Cable TV bundles.
Providers like Optimum and Spectrum are well-rated in this segment due to their extensive channel lineups and gig-level internet speeds.
Internet + Streaming
According to survey results, 24.90% of consumers prefer an Internet + Streaming bundle. This is propelled as consumers go through subscription fatigue and have a desire to streamline entertainment services.
Verizon and AT&T are highly rated, with fast speeds and low latency to support smooth streaming experiences.
Internet + Home Security
Survey results indicate that 9.96% of consumers prefer bundling Internet + Home Security. This preference arises from constantly evolving social and economic factors.
Broadband Outage Frequency and Resolution Statistics 2025
Source: LocalCableDeals CSR provider ratings from 8,599 respondents collected between September 6 and November 22, 2025.
Share The survey indicates a significant proportion of consumers continue to face internet outages either occasionally or frequently. These findings shed light on an important consideration for ISPs: the need to invest in infrastructure to minimize network disruptions and ensure smooth online experiences.
Based on these results, we created another competitive benchmark, the outage resolution score. Respondents were asked to rate their level of satisfaction with their ISPs' outage resolution performance. Below are the results we uncovered:
Source: LocalCableDeals CSR provider ratings from 8,599 respondents collected between September 6 and November 22, 2025.
Share Glimpse into the Future of Connectivity
The introduction of new technologies and features into the broadband market continues to shape the future of customer preferences. Survey responses indicate consumers' strong interest in several emerging connectivity options.
Source: LocalCableDeals CSR provider ratings from 8,599 respondents collected between September 6 and November 22, 2025.
Share Among the above, 5G Home Internet is the most sought-after technology among consumers, as it offers comparable speeds to cable, while being much more cost-effective than fiber. This growing interest highlights the importance of connection type as a key component of overall customer satisfaction.
ISP Customer Satisfaction Breakdown by Connection Type
We asked respondents about their satisfaction levels with the 3 major connection types across America: Cable, Fiber, and 5G Home Internet. Here’s what we learned.
Source: LocalCableDeals CSR provider ratings from 8,599 respondents collected between September 6 and November 22, 2025.
Share The results indicate that most cable users are satisfied with overall performance, likely due to its wide availability nationwide compared to 5G and fiber.
Notably, despite limited availability, 5G home internet and fiber connections both ranked better than cable in terms of keeping consumers very satisfied.
As infrastructure for both technologies continues to expand, 5G home internet and fiber are expected to play influential roles in shaping digital experiences nationwide.
5G Home Internet vs. Fiber
While fiber is still the most reliable and high-quality form of connectivity, many consumers across the United States are gravitating towards 5G home internet.
This shift in preference reflects multiple factors, each of which we used as analytical metrics.
To help you make the right choice, we analyzed the strengths and limitations of both connectivity types across four core metrics:
- Availability
- Speed & Reliability
- Cost-Effectiveness
- Contract Flexibility
The findings are summarized below:
Availability
An increasing number of providers are investing in fiber networks to maintain a competitive edge, but availability remains limited. The same is true for 5G, which is still in its rollout phase nationwide.
The rate of expansion of both technologies varies, impacted by factors such as geographical limitations and the cost of infrastructure development.
The Fiber Broadband Association reported historic fiber growth, with availability expanding to 11.8 million more homes in 2025. In comparison, 5G networks currently reach about 90 million homes, with T-Mobile and Verizon leading the change.
As time progresses, both these forms of connectivity are expected to complement each other, as 5G networks can significantly benefit from an established fiber network to improve their speeds and reliability.
Speed and Reliability
Fiber and 5G Home Internet are both well-reputed for delivering high speeds. However, reliability remains a key differentiator. Fiber’s dedicated infrastructure makes it less prone to interference and network congestion, leading to more stable connectivity.
5G, being a wireless connection, can be impacted by location and network congestion. These factors make it a good choice for urban areas; however, in rural and high-population areas, performance may vary.
Cost-Effectiveness
5G connections are generally more affordable than fiber, with lower upfront costs, a plug-and-play installation process, and flexible terms. These make them ideal for those prioritizing low expenses and flexibility.
Fiber connections, however, make up for their high price and installation costs with their fast and symmetrical speeds, and consistent connections, all of which equate to long-term value for consumers.
Contract Flexibility
For consumers who prefer contract-free services, 5G providers may offer more flexible options. This makes 5G ideal for consumers looking for adaptability as their connectivity needs change.
Fiber plans often come with contracts, although some providers may offer month-to-month services. While this can be daunting for some, it ensures a consistent guarantee of service quality and customer support, leading to better stability and security.
Internet Trends & Insights 2025
Quality Over Quantity
Consumer expectations from their Internet providers are rapidly changing, as households rely on an increasing number of connected devices and bandwidth-intensive applications like 4K streaming, smart homes, online gaming, and remote work.
As multi-gigabit speeds become more common, performance metrics such as low latency, network stability, and overall reliability are expected to play a more significant role in customer satisfaction. These demands may create an unfavorable situation for DSL and cable technologies.
They may also lead to fierce competition in the broadband industry, with providers actively upgrading their networks and offering lower-priced services or bundles to attract and retain consumers in a more performance-driven market.
Fiber as a Backhaul Infrastructure
5G and Fiber continue to gain momentum due to their superior throughput and growing availability. As mentioned earlier in this report, 5G networks can benefit significantly from an established fiber infrastructure, thanks to its low latency and high bandwidth.
Industry bodies such as the Fiber Broadband Association and the FCC have consistently identified fiber backhaul as a foundational requirement for scalable, high-performance 5G deployments.
This dependence, along with the growing use of IoT devices across homes and industries, may lead to fully automated cities and more well-integrated user experiences across multiple devices and platforms.
WiFi 7 Gains Traction
WiFi 7 saw major developments in 2025, and going into 2026, its adoption is expected to increase further. According to industry analysts and standards bodies such as the Wireless Broadband Alliance, WiFi 7 adoption will place increased demands on ISP network infrastructure, particularly at the access and backhaul layers.
Fiber networks, in particular, play a critical role in unlocking the full potential of WiFi 7 as their multi-gigabit capacity aligns with the performance demands of next-generation wireless technologies.
Shift Towards Open-Access Networks
The development and launch of fiber networks require substantial capital investment and long deployment timelines. To maintain a competitive edge, a shift towards open-access fiber networks is a probable outcome.
This entails multiple providers sharing a single fiber infrastructure, shifting the competition to quality of service, pricing, and customer experience instead of access to resources and capital.
The result? More affordable options for consumers, as newer, smaller providers can overcome significant barriers to entry.
However, to successfully leverage open access networks, regulatory policies must be devised and implemented, ensuring fair terms and cost divisions among participating ISPs.
Closing Statement
Based on the most recent developments in the broadband industry, it is evident that a majority of consumers report satisfaction with the overall quality of services provided by their current ISPs. Analysis of this survey reveals that price is one of the top initial motivators influencing choosing or switching decisions. Providers like AT&T and Altafiber are well-reputed for providing affordable, high-quality services, which explains why they topped our overall results.
Given price remains a major consideration, ISPs are expected to continue expanding tiered plans, promotions, and flexible terms to acquire and retain customers.
Speed is the second most important deciding factor. As the availability of fiber networks and 5G home internet expands, multi-gig speeds are likely to become increasingly common.
Additionally, the rise of data-intensive applications paired with lifestyle changes is elevating the importance of reliability as a key factor of long-term customer satisfaction and retention. To meet these demands, existing providers will invest heavily in the development of fiber infrastructures, and newer players will employ strategies such as open access networks to enter the industry with minimal expenses.
These developments will create a favorable situation for consumers, as newer ISPs enter the market, existing leaders proactively work to improve their services, and competition shifts to performance-focused aspects.
We value your feedback.
Spare a few moments to participate in our brief research study on broadband consumer shopping behaviors. It will only take 3 minutes.
Your answers will help us improve the LocalCableDeals experience for you and other guests.
Take SurveyAbout this Study
This report is a collaborative effort of our in-house industry expert, Nathan Barr, and senior editor David Simokaitis. The fact sheet was compiled by Novelty Meza with the help of the editorial team.
For more information, visit how LocalCableDeals works and rates internet service providers.
Have questions about the research or require deeper insights? Our experts are here to assist you 24/7.
Email Our Experts for More Information →Additional Resources
Top Internet Providers in your Area
Best Fiber Internet Providers 2024
Explore LocalCableDeals Resource and Blog hubs for more broadband guides and insights.
Sources
Eric Urbach, BroadbandBreakfast, Fiber Broadband Report Notes Significant Progress on Fiber Deployment, Increased Costs, Jan 20, 2026.
Cartesian, Fiber Broadband Association, Fiber Deployment Annual Report 2025.
Tajammul Pangarkar, Rohan Jambhale, Streaming Statistics And Facts (2025), 11 Dec, 2025.
Emily Glover, Samantha Allen, Most Popular Streaming Service Statistics: Biggest Streaming Services by Market Share, Jan 19, 2026.
Need help finding the right Internet Service Provider?
Tell us what you are looking for and we’ll offer you personalized recommendations.
Let us compare providers for you.
Get RecommendationsDisclaimer
This report exclusively examines the emotional experiences of customers based on collected datasets from various broadband providers. It does not provide any technical evaluations or assessments of customer service quality. The insights in this report are derived after careful analysis of subjective customer feedback and should not be perceived as objective measures of service quality.
❌
Check for services and offers available in your area
