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No. 1: Verizon FiOS
If there's any doubt that the future of broadband is fiber optics, just take a look at the favorability ratings for connection speeds and reliability of Verizon FiOS. Connection reliability was rated excellent by a mind-boggling 86% of those who responded, with 10% rating it good. Similarly, download speed got a 79% excellent rating and a 14% good rating. Upload speed -- which, as with all broadband connections, is slower than download speed -- was rated 63% excellent and 29% good.
Verizon FiOS also rated at the top or tied for the top for customer support, technical support and e-mail. But those ratings are not dramatically better than for the second-place finishers in those categories. So it's clearly the reliability and speed of the FiOS connections that made Verizon FiOS customers give it top ratings for overall satisfaction (84% excellent and good combined) and value (78% excellent and good combined).
Overall Satisfaction
| |
 |
 Excellent: 69%
 Good: 25%
 Average: 4%
 Poor: 0%
 Very poor: 2%
 Not applicable/no opinion: 0% |
|
Customer Service Excellent 31% Good 35% Average 12% Poor 6% Very poor 6% Not applicable/no opinion 10% |
Technical Support Excellent 22% Good 43% Average 10% Poor 8% Very poor 2% Not applicable/no opinion 16% |
|
E-mail Services Excellent 37% Good 29% Average 12% Poor 2% Very poor 0% Not applicable/no opinion 20% |
Value (Price vs. Performance) Excellent 43% Good 35% Average 22% Poor 0% Very poor 0% Not applicable/no opinion 0% |
Reader comments underscored the importance of connection speed and reliability to Verizon FiOS rankings. Said one, "Little or no downtime." Another added, "Upload and download tested speeds are faster than ISP claims" -- certainly the first time we've ever heard of a customer saying a broadband ISP delivered more than promised.
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