May 8, 2025
3 minute read
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Recent data from NPS Prism revealed the top three drivers behind U.S. customers decision to leave their current internet providers— and the findings indicate that Starlink is uniquely positioned to acquire these customers due to their leading scores for these brand and product attributes.
Data speed, cost savings, and the perceived quality of a provider’s technology emerged as the top three reasons customers made the decision to leave their current internet provider.
Starlink led the industry for both relationship and product NPS, as well as in these drivers of satisfaction, with customers in strong favor of their data speeds, price value, and technological prowess. The data also showed that among customers highly likely to switch to a new internet provider in the next twelve months, Starlink had entered the consideration set for multiple players.
These findings demonstrate the strong competition facing traditional internet providers from new players like Starlink. Cost, data speeds, and technological innovation are all areas CX professionals will need to prioritize to maintain or grow market share in this dynamic landscape.
Do you want to see the percentage of customers from your company that are considering Starlink?
Request a personalized discovery session where we’ll share how your CX stacks up in the market—and which competitors are closing in.
