Telecommunications, Cell Phone, and Smartwatch Study 2026

Things are looking up for the telecommunications and cell phone industries. According to the American Customer Satisfaction Index Telecommunications, Cell Phone, and Smartwatch Study 2026, customer satisfaction with the internet service providerindustry increases 1% to a score of 73 (on a scale of 0-100), with both fiber and non‑fiber segments improving at the same rate. Fiber ISP satisfaction rises from 75 to 76, while non‑fiber ISP satisfaction inches up from 70 to 71. Other key highlights include: 

• For the second year in a row, the top-ranked fiber and non-fiber providers earn the same ACSI score as Verizon 5G Home Internet surges 3% to meet AT&T Fiber (up 1%) at 79.
• Among fiber ISPs, Brightspeed Fiber makes substantial gains, surging 8% to 78. Xfinity Fiber (up 3%) and Optimum Fiber (up 4%) also show strong improvement, climbing to 77 and 74, respectively. For non-fiber ISPs, Cox climbs 6% to 72, while CenturyLink improves 8% to 67.
• For the first time, the ACSI is reporting regional rankings among non‑fiber internet providers:
  • In the Northeast, overall satisfaction among non‑fiber providers improves 4% from 68 to 71. T-Mobile 5G Home Internet (up 1%) maintains a narrow lead at 79, while Verizon 5G Home Internet strengthens its position with a 4% increase to 77.
  • Satisfaction in the Midwest holds steady at 71, indicating a more mature and stable competitive landscape. Verizon 5G Home Internet edges up 1% to lead at 79.
  • The South posts a modest 1% overall improvement, with regional satisfaction increasing from 71 to 72. Verizon 5G Home Internet (up 3% to 80) and T-Mobile 5G Home (up 1% to 79) lead the way.
  • The West shows the strongest year‑over‑year improvement among non‑fiber providers, with average satisfaction rising 6% from 68 to 72. T-Mobile 5G Home Internet increases 3% to lead the region at 80, and Verizon 5G Home Internet makes a notable 5% gain to 79.