Verizon FiOs was given PCMag Readers' Choice Award for best overall Internet service provider for the ninth year in a row. Respondents of the survey held by PCMag.com were asked to rate their Internet service provider on a scale of 0-10 in multiple categories, with 0 being extremely dissatisfied, and a 10 being extremely satisfied. FiOS was at the top of the ratings chart in several key categories throughout the reader survey, including overall satisfaction which was at an impressive 8.5, and scored an 8.3 in the likelihood to recommend category. Once again, Verizon had the highest rating for satisfaction with the connection speed at 8.4, which isn't exactly surprising since the company also boasts the top Internet upload and download speeds among those surveyed.
Although access to a fast Internet connection is required for many online activities, it goes without saying that a reliable connection is an even more important aspect of service. Customers want to know that their broadband is always up and ready to use on demand. Verizon garnered the best rating in the category for connection reliability at 8.8, which was a little more than half a point higher than its nearest competitor, WOW! Internet, which came in just under Verizon at 8.2. Verizon FiOs fell to second place in two categories, due to the fact that nineteen percent of FiOS customers who participated in the poll reported the need to have their lines repaired over the past year, compared to just 18 percent of Cablevision/Optimum customers who said they needed repairs. Verizon also fell in to second place behind AT&T Uverse in the category of repair satisfaction.
Comcast and Time Warner Cable, two cable companies who are currently awaiting FCC approval for a merger, had the lowest customer satisfaction rating and their scores were nearly tied at 4.2 and 4.1, respectively. Both Comcast and Time Warner have had consistently poor customer satisfaction scores in several other consumer surveys over the last year, a situation that seems unlikely to improve with several negative customer service experiences making national headlines recently.