TROY, Mich.—-New data from J.D. Power’s 2025 U.S. Residential Internet Service Provider Study shows that residential wireless internet providers are growing more popular with new customers compared to wired providers. T-Mobile ranked the highest nationally in terms of consumer satisfaction among wireless internet providers, the survey found.

More specifically, the study found that wireless providers have seen a 15% increase in new signups over the past six months, compared to 6% for wired providers. Overall satisfaction remains higher for wireless internet, at 647 (on a 1,000-point scale) versus 554 for wired.

“The internet landscape is clearly evolving, with continued rising customer satisfaction and continued strong customer service performance in wireless service,” Carl Lepper, senior director of technology, media and telecom intelligence at J.D. Power, said. “The high satisfaction we are seeing in the wireless internet segment is attributed to internet speed, availability and the hassle-free ability to start service, combined with a lower price. Additionally, with more provider options, customers are able to choose the service that best fits their lifestyle.”

In terms of consumer satisfaction, the study found:

• T-Mobile ranks highest in wireless internet nationally for a 2nd consecutive year, with a score of 663. The segment average is 647.
• Verizon ranks highest in the wired internet—East region for a 13th consecutive year, with a score of 578. The segment average is 541.
• AT&T ranks highest in the wired internet—North Central region with a score of 554 for a 3rd consecutive year. Xfinity (551) ranks second.
• GFiber (formerly Google Fiber) ranks highest in the wired internet—South region for a 3rd consecutive year, with a score of 703. AT&T (595) ranks second and Xfinity (587) ranks third.
• AT&T ranks highest in the wired internet—West region for a 4th consecutive year, with a score of 561. Frontier Communications (546) ranks second and Spectrum (542) ranks third.

The 2025 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 27,971 current internet customers served by a provider included in the study. The study measures overall satisfaction with ISPs based on seven dimensions: consistently delivering high-quality service; value for price paid; ease of doing business; level of trust with provider; people; digital tools; and resolving problems or complaints. The study was fielded from August 2024 through August 2025.

Charts showing provider rankings for each region atr available here.

TROY, Mich.—The highly anticipated annual J.D. Power 2024 U.S. Television Service Provider Satisfaction Study indicates that once again vMVPDs, which J.D. Power calls “Live TV streamers,” had a much higher satisfaction rate than traditional cable and satellite services. 

The newly redesigned survey found that live TV streamers is 625 (on a 1,000-point scale) compared with 524 among cable and satellite customers.

The biggest gap in satisfaction between live TV streaming and cable and satellite—140 points—is heavily based on costs, the researchers said. The survey found that the reported monthly average cost for live TV streaming is $75, while cable and satellite is $120.

YouTube TV ranked highest in the live TV streaming segment for a second consecutive year, with a score of 651. Hulu + Live TV (635) ranked second.

Spectrum ranked highest in the cable/satellite TV–national segment with a score of 530. Xfinity (529) ranked second.

“It is clear that price has been a main driver in satisfaction, however, satisfaction for streaming is higher than cable and satellite customers across all seven dimensions of the study,” said Carl Lepper, senior director of technology, media and telecom intelligence at J.D. Power. “Live streaming has reorganized the industry and as it continues, cable and satellite providers have been working hard to remain competitive, including exploring new revenue models to compete with the cost pressure.”

In terms of different regions, Verizon Fios ranked highest in the cable/satellite TV–east region for a third consecutive year, with a score of 570. DirecTV (520) ranked second.

Xfinity ranked highest in the cable/satellite TV–north central region with a score of 528. Spectrum (516) ranked second.

Xfinity ranked highest in the cable/satellite TV–south region with a score of 570. Cox Communications (547) ranked second and Spectrum (545) ranked third.

Spectrum ranked highest in the cable/satellite TV–west region with a score of 534. Xfinity (517) ranked second and Dish (516) ranked third.

The J.D. Power U.S. Television Service Provider Satisfaction StudySM is designed to provide a detailed assessment of customer perceptions of service with their current television provider. The study measures Overall Satisfaction with television service providers based on seven dimensions: value for price paid; consistently delivering high-quality service; level of trust with provider; ease of doing business; people; digital tools; and resolving problems or complaints. To be included in the national cable/satellite TV ranking, brands must be ranked in all four geographic regions. The study is based on responses from 32,349 customers and was fielded from October 2023 through August 2024.

For more information about the U.S. Television Service Provider Satisfaction Study, visit https://www.jdpower.com/business/tmt/us-residential-television-customer-satisfaction-study. 

A new J.D. Power survey finds that consumer loyalty is much stronger for vMVPDs like YouTube TV, which J.D. Power calls “live streamers”, versus consumer loyalty towards traditional cable and satellite pay TV services. 

According to the latest J.D. Power data, the likelihood of live TV streaming (i.e. vMVPD) customers switching services in the next year is just 12%, while the likelihood of cable and satellite customers switching is 21%.

YouTube TV has also emerged as the highest rated pay TV services, with a rating of 795, beating out Hulu + Live TV (785), and Sling TV (772). 

For a sixth consecutive year, Dish ranks highest in the cable/satellite TV–national segment with a score of 709, followed by DirecTV at 705. 

Dish performed exceedingly well in two markets, as it ranks highest in the cable/satellite TV in both the U.S. North Central (699) and South (725) regions. Verizon Fios ranks highest in the East region, while DirecTV ranks highest in the West region (704). 

The J.D. Power researched noted that there were a multitude of factors driving the chasm between cable/satellite and streaming providers. The largest difference (156 points) was in the cost of service, with cable/satellite providers just not being able to compete on price with the live TV streamers. But live TV streaming providers also distinguished themselves from their cable/satellite counterparts in customer care (80 points), performance and reliability (64 points), and billing and payments (60 points), the survey found. 

Customer care was the area of largest year-over-year improvement for live TV streaming. Customers reported improvements across all care channels, including phone (+24 points); website (+17), and the streamer’s respective apps (+8). Hulu + Live TV has the highest customer care satisfaction score, with YouTube jumping into second thanks to a 49-point improvement. Overall, 30% of all streaming customers that contacted customer service this year, and 84% felt the provider made it somewhat or very easy to resolve their problem, the researchers said. 

The researchers also stressed that in the past, cable/satellite providers may have been the beneficiaries of their status as a legacy model that had a high degree of difficulty in switching or outright canceling. But improvements made in customer care have vaulted live TV streamers to a different level in terms of satisfaction and loyalty, and the subscribers that are on the fence about switching have taken note.   

Streamers have always been a more affordable choice, but there was always a trade-off in reliability and customer care. Now, with streamers succeeding in all areas, cable and satellite providers have no choice to step up their game and rise to the occasion, the researchers said. If they don’t, they run the very real risk of fading into the background faster than anyone anticipated. 

This Technology, Media, and Telecom Intelligence Report is based on responses from 23,584 customers and was fielded from October 2022 through August 2023. It was authored by Carl Lepper, senior director of technology, media, and telecom intelligence at J.D. Power.

TROY, Mich.—The newest J.D. Power 2023 U.S. Television Service Provider Satisfaction Study finds that live TV streaming customers are much more loyal than cable and satellite services, with only 12% of virtual MVPD customers planning to switch services in the next year, much lower than the 21% of cable and satellite subs who say they plan to switch. 

The study also found that customer satisfaction with live TV streaming providers is higher across all seven factors considered by J.D. Power. 

YouTube TV had the highest customer satisfaction. 

Most notably, satisfaction with the cost of service is 156 points higher (on a 1,000-point scale) among live TV customers than among cable and satellite customers, given the cost for live TV streaming averages $69 per month vs. $113 per month for cable and satellite.

“Although the cost of running a cable or satellite providing company is innately more expensive given the engineering and execution of such a service, it is hard to ignore the vast difference in cost between them and the live TV streaming companies,” said Carl Lepper, senior director of technology, media and telecom intelligence at J.D. Power. “Despite the varying cost, streaming is succeeding in all areas, especially customer care. Of the mere 30% of all streaming customers contacting customer service this year, 84% feel that it was somewhat or very easy to resolve their problem. This is key to not only maintaining their current customer base, but also for continued growth.”

The study looks at satisfaction across six categories. 

In the live TV streaming segment, customer satisfaction was 781, up from 774 last year.

In the cable/satellite TV–national segment, satisfaction improved to 701, slightly up from 699 last year.

In the cable/satellite TV, east region, customer satisfaction was 697, the same as last year.

In cable/satellite TV, north central region, customer satisfaction was 683 now compared to 688 last year.

In the cable/satellite TV, south region, customer satisfaction was 719, up from 710 last year.

In the cable/satellite TV, west region, customer satisfaction was 694 slightly down from 696 last year.

Rankings for individual providers by sector were as follows:

TROY, Mich.—J.D. Power has released its annual consumer survey of consumer satisfaction with TV service providers and for the fifth year in a row, Dish received the highest consumer satisfaction rank among nationwide cable and satellite providers. 

Dish also had the highest customer satisfaction scores in the South and in the West. 

In the survey, FuboTV ranked highest in the live TV streaming segment with a score of 789 on a scale of 1,000. Sling TV (786) ranked second and YouTube TV (779) ranked third.

The J.D. Power 2022 U.S. Television Service Provider Satisfaction Study also found that consumer satisfaction with virtual pay TV providers like FuboTV and Sling TV was higher than cable and satellite service. The live TV streamers had an overall satisfaction of 775 versus 699 for cable and satellite. 

The study found that live television streamers say they pay less for their live television, as the self-reported average cost for cable and satellite television is $110 per month and the average cost for streaming is $68 per month. Among both groups, the biggest driver for choosing a television provider is a lower price, the survey found. 

“Delivering video to myriad devices both in-home and mobile is actually pretty difficult and yet the service providers in cable, satellite and streaming all make it look easy, creating ever higher customer expectations,” said Ian Greenblatt, managing director at J.D. Power. “Highest quality content is quite costly to produce or acquire for all providers. Operating the needed networks and equipment for cable and satellite TV from start to finish versus streamers who can use those networks for middle and last-mile delivery for hundreds of thousands of concurrent streams, are vastly different at a product level regarding cost.  Live TV streamers (and their customers) are therefore the beneficiaries of the imbalance and can be seen as providing more value for the subscription dollars spent.”

Specific segment results include: 

• The survey found that Dish ranked highest in the cable/satellite TV–national segment for a fifth consecutive year, with a score of 720. Xfinity (706) ranked second and DirecTV (699) ranked third.
• Verizon Fios ranked highest in the cable/satellite TV–east region with a score of 749. Dish (713) ranked second and Xfinity (699) ranked third.
• Midco ranked highest in the cable/satellite TV–north central region with a score of 721. Xfinity ranked second with a score of 701 and Dish ranked third with a score of 699.
• Dish ranked highest in the cable/satellite TV–south region with a score of 736. Xfinity ranked second (719) and DirecTV ranked third (710).
• Dish ranked highest in the cable/satellite TV– west region with a score of 716, followed by Xfinity (705).
• FuboTV ranked highest in the live TV streaming segment with a score of 789. Sling TV (786) ranked second and YouTube TV (779) ranked third.

To be included in the national cable/satellite TV ranking, brands must be ranked in all four geographic regions. The study is based on responses from 23,387 customers and was fielded from November 2021 through August 2022.

Troy, Mich.—In a period when residential internet customers have had to rely heavily on their internet service provider to stay connected for work, school and entertainment, the newest J.D. Power rankings of customer satisfaction for internet providers found that two-thirds (66%) of customer satisfaction is driven by the quality and speed of their internet connection. 

“The internet essentially became as or more important than other home utilities when the world nearly came to a halt in early 2020, and its importance has remained as businesses and schools have adjusted to new working environments,” said Ian Greenblatt, managing director at J.D. Power. “While overall satisfaction had been increasing since 2018, it has declined since last year, showing that as the necessity of internet service has increased, so have the expectations of customers.”

The J.D. Power 2021 U.S. Residential Internet Service Provider Satisfaction Study, found that Verizon ranked highest in the East region with a score of 758 (on a 1,000-point scale), followed by Comcast’s Xfinity (725).

AT&T ranked highest in the North Central region with a score of 732, followed by WOW! (730) and Xfinity (716).

AT&T ranked highest in the South region with a score of 753, followed by Xfinity (740).

Midcontinent ranks highest in the West region with a score of 754, followed by AT&T (728) and Xfinity (723).

More detailed rankings can be found in the graphics below. 

The 2021 U.S. Residential Internet Service Provider Satisfaction Study is based on responses from 27,181 customers that currently have internet service with a provider included in the study. The study measures overall satisfaction with internet service providers based on five factors: performance and reliability; cost of service; communications and promotions; billing and payment; and customer service. The study was fielded from October 2020 through July 2021.

TROY, Mich.—The new customer satisfaction survey of pay TV providers from J.D. Power highlights the importance of streaming services in the overall consumer experience and provides some interesting data bolstering the increasingly widespread pay TV strategy of bundling streaming services with traditional pay TV offerings.  

The report found that satisfaction with the cost of service among residential television customers who also have a streaming service is 81 points higher (on a 1,000-point scale) than among those who do not have a streaming service, reinforcing the idea that operators should be making streaming services easily accessible on their user interface.  

The report also found evidence that customers are still finding value in the pay TV video subscription. Among customers who have a streaming service and typical cable TV, 91% told J.D. Power that they will not be dropping their TV service in the next 12 months, a stat that indicates those customers have not found all of what they are looking for outside of the traditional pay TV landscape, the report noted. 

“The use of streaming services not only provides a more cost effective way to watch television, it also provides the ability to stream personalized and live content anytime, anywhere,” said Ian Greenblatt, managing director at J.D. Power. “Customers with highly satisfying streaming experiences will continue to seek increased convenience, personalization and relevant content elsewhere if not delivered by traditional television providers.”

In terms of national rankings, Dish was the highest with 751 out of a possible 1,000, followed by DirecTV (731), Comcast’s Xfinity (723) and Charter’s Spectrum (702). The industry average was 721. 

In the “East Region” Verizon was first with 750, followed by Dish (747), DirecTV (742).

Dish ranked highest in the North Central segment with a score of 746, followed by AT&T (735) and Xfinity (717).

AT&T ranked highest in the South segment with a score of 762, followed by Dish (760) and DirecTV (742).

Dish ranked highest in the West segment with a score of 744, followed by AT&T (734) and DirectTV (721).

The full rankings for individual operators are in the graphics below the article. 

The 2021 U.S. Residential Television Service Provider Satisfaction Study is based on responses from 21,555 customers who currently have television service with a provider included in the study. The study measures overall satisfaction with television service providers based on seven factors: Performance and Reliability; Cost of Service; Programming; Communications and Promotions; Billing and Payment; Features and Functionality; and Customer Service. The study was fielded from October 2020 through July 2021.

COSTA MESA, Calif.—AT&T/DirecTV and Dish Networks have come out on top when it comes to consumer satisfaction for TV providers, according to the J.D. Power 2020 U.S. Residential Television Service Provider Satisfaction Study. 

Surveying more than 20,000 consumers, the TV Service Provider study evaluated cable/satellite TV providers from October 2019 to July 2020.

AT&T/DirecTV and Dish Network tied nationally with a score of 763. AT&T/DirecTV ranked highest in the East region (793), while Dish was highest in North Central (749) and South (781); the two providers tied in the West (752). J.D. Power says this is the third year in a row that Dish Network ranked the highest nationally.

Xfinity and Spectrum were the two providers directly behind AT&T/DirecTV and Dish, earning national scores of 733 and 716, respectively.

J.D. Power also did a survey for Residential Internet Service Providers. There was no national study, but Verizon came out on top in the East (769), while AT&T/DirecTV ranked highest in North Central (742), South (769) and West (742).

“With the country quarantining at home, internet and television services were under enormous pressure to continue performing reliably,” said Ian Greenblatt, managing director at J.D. Power. “True to form, providers did not succumb to the additional demand. Instead, they kept Americas connected: working, informed and entertained, thereby retaining their customers’ satisfaction.”

For more information on the satisfaction surveys, visit J.D. Power’s website. 

COSTA MESA, Calif.—According to the J.D. Power 2019 U.S. Residential Television Service Provider Satisfaction Study, there is a clear number one provider among customers across the country. Dish ranked as the top service in the East, West, North Central, South and overall nation surveys, with an average score of about 762 out of 1,000.

AT&T/DirecTV was the second-ranked service nationally and in the West, North Central and South regions; it was third in the East behind Verizon. AT&T’s average score came out to 743 and customers rated it “among the best” in one region, “better than most” in two and “about average” in another two.

One element that J.D. Power specifically looked at its customer satisfaction study was the what happens when customers reach out about service disruptions or high bills. According to the survey, customers who attempted to address a high bill were significantly less satisfied than those who called for other reasons, like service outages. Nearly 40% of respondents who had a high bill feel they didn’t achieve a resolution.

The full study is available here.