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Survey: Satisfaction with home high-speed internet service increases amongst consumers

October 30, 2010 - As more and more of our daily activities require the use of the internet, having efficient internet service at home may be an essential for many people.

J.D. Power and Associates released its 2009 Internet Service Provider Residential Customer Satisfaction Study, which measured customer satisfaction with high-speed internet service based on five factors: performance and reliability; cost of service; customer service; billing; and offerings and promotions.

The survey found that overall satisfaction with residential high-speed internet service was 639 on a 1,000-point scale; an increase from 617 in 2008.

Customer satisfaction with performance and reliability was 687, a 43-point increase from the previous year.

Frank Perazzini, director of telecommunications at J.D. Power and Associates, said, "As households become more dependent on services provided via the Internet, eliminating outages and providing consistent connection speeds will become necessities in Internet service providers' business models."

Nowadays there are several different types of broadband connections and a sea of internet service providers (ISP). Among the most popular connections are DSL, which provides internet service through a landline and cable, which is transmitted through a digital cable TV line. ISPs tend to operate regionally in the U.S. and their service offerings, including connectivity speeds vary with location. Consumers might want to research the internet service availability in their area.

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