Internet All-Stars
In the increasingly competitive world of telecommunications, providers are laser focused on how to attract and retain customers. The customer experience is at the heart of everything a successful operator does—from tech upgrades to billing changes to frontline service. For the second year in a row, Cablefax is pleased to present the CTAM and HarrisX Internet Service Satisfaction Survey, which measures the state of the customer experience across connectivity providers.
From January to December 2024 CTAM and HarrisX asked a nationwide sample of 77,706 households how satisfied they were with their home internet service from their provider. The top three providers among the 10 MSOs large enough to be included in the survey are the same as 2023, with Armstrong taking the top spot with a 76% overall satisfaction rating. Comcast jumped from third place to second, edging out 2023 runner-up Blue Ridge with a score of 71% compared to 69%. Here’s a look at what sets these operators apart from the pack.
Armstrong – First Place
What’s new?
The operator, whose service footprint spans parts of Kentucky, Maryland, New York, Ohio, Pennsylvania and West Virginia, increased residential internet speeds in 2025. Zoom, its flagship offering was increased from 300 Mbps to 500 Mbps; Zoom II from 500 Mbps to 750 Mbps; and Zoom Express, its most affordable tier, doubled in speed to 50 Mbps in fiber markets. Armstrong also doubled speeds for every tier of commercial internet service.
Differentiators:
Simplicity and transparency are key for customer experience. Armstrong is tackling both by rolling out a new, completely redesigned Plume Home app that gives customers an easier way to manage their home WiFi network. While free professional installation and local support remain important differentiators for the operator, Armstrong increased efforts to enable new customers to have the ability to self-install their broadband service. All Zoom internet customers also receive free Trend Micro’s Maximum Security to keep their connected devices secure and additional protection from the Plume Home app. It offers all new customers interested in video service options to subscribe to its EXP Stream product, powered by TiVo.
What’s on tap?
Armstrong launched WiFi6e last summer and continues to explore the potential of WiFi7. The company enhanced its DOCSIS 3.1 offerings in 2025 to deliver 100 Mbps upload speeds and additionally is enabling symmetrical speeds over DOCSIS in key markets using high-split technology. It’s also continuing to expand its FTTH footprint through its Network of the Future initiative and deploying XGS-PON to provide symmetrical and multi-gigabit speeds. Armstrong continues to expand its network capacity and believes its investment in FTTH technology will eventually yield speeds of 50 and 100 Gbps for its customers along with enhanced reliability.