2026年美国电信、手机及智能手表客户满意度研究

ACSI®Telecommunications, Cell Phone,and Smartwatch Study 2026 May 19, 2026 Focusing on Fundamentals Boosts Customer Customer satisfaction with the internet service provider (ISP) industry overall increases 1% thisyear to an ACSI score of 73 on a 100-point scale, with both the fiber and non-fiber segmentsimproving at the same rate. Fiber ISP satisfaction rises from 75 to 76, while non-fiber ISPsatisfaction ticks up from 70 to 71. These gains signal continuing progress across a rapidlyevolving connectivity landscape. The improvements coincide with the ongoing expansion of CEL L PHONES 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 thefull-service mobile virtual network operator (MVNO) segment, along with 1% gains for bothmobile network operators (MNOs) and value MVNOs. Nearly all customer experience ratingsare better this year across the three measured segments, which contributes to the upward SMARTWATCHES Cell phone satisfaction also rises modestly in 2026, up 1% to 79 after experiencing a sharp decrease last year. The highest-rated customer experience metrics are primarily basic functionalities such as phone calling and text messaging. AI featureperformance, measured by the ACSI for the first time, debuts near the top alongside the table-stakes benchmarks. This indicates In its second year of measurement, smartwatch satisfaction holds steady with a score of 77 for 2026. However, there is positivemovement beneath this still surface. Every customer experience benchmark sees progress at the industry level. In particular, the While year-over-year results vary across the industries measured, customer satisfaction continues to be shaped by howeectively providers deliver on the fundamentals of the experience. Reliability, service quality, and ease of engagement remain ACSI results are based on surveys conducted over a 12-month period ending in March 2026. ACSI scores are reported on a 0 to Key Takeaways INTERNET SERVICE PROVIDERS •The internet service provider industry is up 1% to an ACSI score of 73 with both service types (fiber and non-fiber) contributingto this improved score. •For the second year in a row, the top-ranked fiber and non-fiber providers earn the same ACSI score as Verizon 5G HomeInternet surges 3% to meet AT&T Fiber (+1%) at 79. •Customer experience benchmarks across both the fiber and non-fiber segments improve, contributing to the overallsatisfaction gains for both. WIRELESS PHONE SERVICE •Wireless phone service satisfaction rebounds and gains ground in 2026, rising 3% to an all-time high ACSI score of 77, after •Mobile network operators post smaller gains than the overall industry, improving 1% to 76, with scores for all national brandsclustered tightly, ranging from 76 (Verizon and AT&T) to 78 (T-Mobile). •While network fundamentals improve this year, there is little dierentiation among the mobile network operators, reinforcingthat strong call quality and network capabilities are increasingly viewed as core expectations for the industry. •Satisfaction with full-service mobile virtual network operators rises 4% to 77, matching the industry average and driving most of •Value mobile virtual network operators remain the highest-rated wireless service segment at 79, although the gain is a more •Customer experience factors tied to ease, reliability, and digital interactions strengthen, helping support overall CELL PHONES •After a sharp drop one year ago, cell phone satisfaction increases 1% to an ACSI score of 79 as manufacturers find ways to add • Samsung takes the top industry spot (81), narrowly ahead of Apple (80); Google and Motorola move up to 77 each.•Customer assessment of AI features debuts with a score of 85, placing AI capability among the highest-rated attributes forcell phones. •Core reliability remains table stakes for the industry: ease of making phone calls and text messaging lead all measuredexperiences (both 86). SMARTWATCHES •Customer satisfaction with the smartwatch industry holds at an ACSI score of 77 for the second year despite the addition ofseveral brands including Garmin, Google Pixel, Motorola, and OnePlus. • A drop in satisfaction among Samsung watch owners results in a tie with Apple at the top of the leaderboard at 80. •The individual customer experience touchpoints reveal universal improvement, from design and durability to connectivity and •Strong improvement in the service experience for smartwatches narrows the gap considerably to the cell phone serviceexperience. Study Findings Customer satisfaction plays a pivotal role in shaping both the financial performance of individual companies and the overallstrength of the U.S. economy. New findings from the American Customer Satisfaction Index (ACSI®) oer benchmark insightsfor internet service providers, wireless phone service, cell phones, and smartwatche