Landline Phone Service

The ACSI has over 25 years of experience analyzing customer satisfaction with landline phone service providers in the U.S. consumer market. Each year, the ACSI interviews hundreds of customers about recent experiences with their landline service. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Landline Phone Service Benchmarks »

ACSI Telecommunications Study 2020-2021 »

Landline Phone Service Customer Experience Benchmarks

Unique to the landline phone service industry, the ACSI captures customer opinions about critical elements of the customer experience, including:

    • Variety of services
    • Call quality (clarity, strength)
    • Service reliability (dial tone, dropped calls)
    • Interruptions/outages
    • Operator/information service helpfulness
    • Understanding the bill
    • Store/service center staff courtesy and helpfulness
    • Store/service center transaction speed
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

The ACSI Client Advantage

Landline phone industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential landline phone industry data spanning more than 25 years, with over 30 data points per year for the largest service providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Landline phone clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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