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.
Blue Ridge – Third Place
What’s new?
Work continues on building a state-of-the-art fiber network throughout Blue Ridge’s entire service area so it can bring even greater reliability and internet speeds to our customers. The operator has added two new speeds 5 Gig and 8 Gig. It’s also continued its strong partnership with eero, deploying eero Pro 7, Pro 7 Max, eero Outdoor 7 and eero for Business.
Differentiators:
Helping set Blue Ridge apart is its constant solicitation of customer feedback. It doesn’t just listen. It acts to make investments to improve reliability, speed and personalization. Talk to anyone who works for Blue Ridge and they will stress that the biggest differentiator is its local focus. That includes two local origination channels providing local sports and news coverage that’s available on linear as well as its TiVo-fueled Blue Ridge Stream service.
What’s on tap?
As Blue Ridge continues its fiber network expansion, look for multi-gig speeds to become the norm. The operator is also experimenting with bundled offers featuring mobile and broadband, including a $15/month mobile plan with 1GB of shared data.