U.S. Residential Internet Service Provider Satisfaction Study
Measure and Improve Residential Internet Customer Satisfaction
The U.S. Residential Internet Service Provider Satisfaction Study measures key drivers of satisfaction among residential customers currently subscribing to an internet service. It tracks quarterly performance across seven relational dimensions including broadband performance, market share, and churn.
What the Study Measures
A Complete View of Residential ISP Performance
Performance is evaluated across seven relational dimensions and key behaviours shaping residential broadband customer experience:
• Overall service reliability
• Speed and performance
• Customer service
• Billing
• Cost and value
• Digital and account tools
• Offerings and promotions
• Market share and churn tracking
Includes:
• Four regional Wired Internet segments
• Wireless Internet national segment
• Quarterly wave tracking
• PowerSource benchmarking and ISP performance insights
How the Residential ISP Satisfaction Study Works
• Surveys residential customers of U.S. internet providers
• Measures seven relational satisfaction dimensions
• Delivered in four quarterly waves per year
• 2026 fielding begins August 2025
• Wave 4 final publish October 6, 2026
• Subscribers access PowerSource for benchmarking
Core Strengths
Beat the ISP Competition
• Understand subscriber attitudes, experiences, and behaviors
• Determine critical satisfaction factors across regions
• Evaluate performance within each region
• Identify strengths and weaknesses to inform marketing
• Track quarterly market share, usage, and churn
Business Impact
Reduce Churn and Grow Broadband Share
• Tracks quarterly churn, market share, and usage across regions
• Improves retention across seven relational satisfaction dimensions
• Prioritizes regional investment across East, North Central, South, West
• Differentiates wired and fixed wireless segment performance
• Supports award licensing for top-performing ISPs
Key Dates
2025
Fielding Begins: August 2024
Wave 1 Publish: January 14, 2025
Wave 2 Publish: March 25, 2025
Wave 3 Publish: June 24, 2025
Wave 4 Publish: (Final): October 7, 2025
Press Release: October 9, 2025
2026
Fielding Begins: August 2025
Wave 1 Publish: January 13, 2026
Wave 2 Publish: March 24, 2026
Wave 3 Publish: June 23, 2026
Wave 4 Publish: (Final): October 6, 2026
Press Release: October 8, 2026
Press Release & Award Information
JD Power issues national press releases highlighting key findings and top-to-bottom rankings from award-eligible studies. The brand(s) that rank highest in each award-eligible segment and meet predetermined award criteria will have the opportunity to enter into a licensing agreement through the JD Power Awards Program, which requires subscribing to the Residential ISP Satisfaction Study as a prerequisite.
2026 Brands Targeted to be Profiled (final profiled list will be available upon study publication)
Profiled Brands
Wired Internet – East Region
COX Communications
Frontier Communications
Optimum
Spectrum
Verizon
Xfinity
Wired Internet – North Central Region
AT&T
Frontier Communications
Spectrum
Xfinity
Xtream powered by Mediacom
Wired Internet – South Region
AT&T
Brightspeed
COX Communications
Frontier Communications
GFiber
Kinetic
Optimum
Sparklight
Spectrum
Xfinity
Wired Internet – West Region
AT&T
CenturyLink
COX Communications
Frontier Communications
Spectrum
Xfinity
Wireless Internet – National
AT&T
T-Mobile
Verizon
Wireless Internet – National
AT&T
T-Mobile
Verizon
Designed for Residential ISP Leaders
• Consumer broadband marketing executives
• Network and operations leaders
• Regional market heads
• Customer experience and retention teams
• Pricing and promotions strategists
• Competitive intelligence leads
PowerSource
Insights Available at a Touch of a Button
Subscribers to this study have full access to benchmark reporting, competitor analysis, and more with PowerSource.
