Satisfaction With Starlink Tops ISP Rivals by a Mile, Even With Slower Speeds

pcmag.com:

Among those who have secured a coveted Starlink satellite hookup, customer satisfaction is high compared to traditional fixed broadband providers, especially in non-metro areas, according to new data from Ookla(Opens in a new window).

Based on its own Speedtest data, Ookla charted the net promoter score (NPS) of Starlink and its ISP rivals. Typically calculated on a scale of zero to 100 (though it can go to -100), the NPS is how likely a respondent is to recommend a service to family and friends. "The difference in NPS between Starlink and all fixed broadband providers combined is stark," Ookla says.

In metro areas, Starlink had an NPS of 31.94 in Q4 2022 and Q1 2023 compared to -23.62 for all metro fixed broadband providers combined. SpaceX's satellite internet service came out on top "despite Starlink having a median download speed of 65.29Mbps compared to 203.93Mbps for all metro fixed broadband providers combined," Ookla notes.

Head to more rural areas, and Starlink comes in at 42.21 compared to -21.27. "That's especially notable given that Starlink’s median download speed was much closer to the median nonmetro fixed broadband speed at 72.18Mbps to 100.41Mbps," Ookla says.

"Clearly, Starlink provides a much loved option for more rural, non-metro users who often don’t have many good—if any—internet options," says Ookla content specialist Josh Fomon. "And the message is loud and clear: Starlink users are more than willing to recommend the service and love the internet they are getting.”

Starlink, of course, is a relatively new player in the internet space. And those who have signed on are very eager to get it. Despite the cost and potential for congestion as SpaceX builds up its satellite array, many people in rural