ACSI：2026年美国电信、手机及智能手表业客户满意度调研报告（英文版）（25页）.pdf

1、May 19,2026AMERICAN CUSTOMER SATISFACTION INDEXACSI Telecommunications,Cell Phone,and Smartwatch Study 2026Focusing on Fundamentals Boosts Customer Satisfaction Across Telecommunications and Cell Phone IndustriesCustomer satisfaction with the internet service provider(ISP)industry overall increases

2、1%this year to an ACSI score of 73 on a 100-point scale,with both the fiber and non-fiber segments improving at the same rate.Fiber ISP satisfaction rises from 75 to 76,while non-fiber ISP satisfaction ticks up from 70 to 71.These gains signal continuing progress across a rapidly evolving connectivi

3、ty landscape.The improvements coincide with the ongoing expansion of broadband infrastructure nationwide,fueled in part by federal funding eforts designed to extend internet access to more households.As providers scale their networks and compete for newly connected customers,incremental gains in sat

4、isfaction underscore the importance of delivering consistent,reliable service alongside broader availability.Satisfaction with wireless service providers advances 3%to a record-high ACSI score of 77.This improvement is industrywide,including a substantial 4%satisfaction increase for the full-service

5、 mobile virtual network operator(MVNO)segment,along with 1%gains for both mobile network operators(MNOs)and value MVNOs.Nearly all customer experience ratings are better this year across the three measured segments,which contributes to the upward momentum.Core network performance also improves acros

6、s the major network operators,but close scores for call quality and network capability may signal a need for service providers to move beyond strengthening the fundamentals to gain a future competitive edge.WWW.THEACSI.ORG INFOTHEACSI.ORG 2026 AMERICAN CUSTOMER SATISFACTION INDEX LLC.ALL RIGHTS RESE