Starlink users rate the satellite internet service higher on overall satisfaction than faster fiber networks, according to a survey from Massachusetts-based Recon Analytics, which routinely surveys US customers on home internet and wireless providers.“We’ve been tracking Starlink for more than two years,” says Roger Entner, founder of Recon Analytics. But past surveys didn’t sample enough Starlink users. That’s changed over the past year as Starlink’s subscriber count in the US has grown to over 1.4 million. Starlink is “now making an impact,” Entner told PCMag. The company’s survey — which gathers its results from people on mobile devices and computers — has been attracting about 100 Starlink subscribers per week, allowing Recon Analytics to see how 1,300 Starlink users in the US view SpaceX’s satellite internet service.The results find that Starlink users highly recommend the service, giving it a score of +42 when it comes to the complete experience — the highest score given when compared to major fiber providers, large fixed wireless access offerings such as 5G home, and cable and DSL companies. Starlink also scored the highest in user recommendations when it came to video streaming and maintaining a Wi-Fi connection.
(Credit: Recon Analytics)
Surprisingly, Starlink also received better recommendation scores compared to major fiber providers, even though they can supply superior speeds at 1Gbps or more. Entner chalks that up to Starlink users enjoying the satellite internet service in areas that suffered from limited broadband options. About 85% of the surveyed Starlink users live in rural areas, while only 15% are based in suburban or urban areas. “People are very happy with Starlink,” Entner told PCMag. “It’s very similar with the FWA (fixed wireless access) results. What they had before was not satisfying or they had nothing before.”The same survey found that 11% of the Starlink respondents had never subscribed to a home internet service before—which suggests they live in areas without access to even DSL or cable. Another chunk of the polled Starlink subscribers said they had received broadband, but only through small, rural-based ISPs.
(Credit: Recon Analytics)
“With Starlink, there isn’t an alternative,” Entner added. “It’s where do I come from? And I come from misery.”In contrast, users of fiber networks still rated their internet service positively. But they were less enthusiastic, likely because the fees for high-speed fiber can range from $60 to over $100 per month, making it more expensive than other more-affordable home internet options. “Fiber is technically the better product,” Entner said. “But is it three-times better in terms of cost? Eh.”“People are putting a much higher standard on fiber and have high expectation for more money,” he added.
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Although Starlink received strong recommendation scores, the satellite internet service struggled to receive the same positive feedback when respondents were asked their views on SpaceX’s customer service and billing support. In no surprise, survey-takers had lower opinions of Starlink’s customer support — a known gripe of the satellite internet service.
(Credit: Recon Analytics)
Respondents also had negative views of how Starlink is sold at big box retailers when companies including Walmart, Target, and Best Buy have been selling the satellite internet hardware. Fiber, DSL, and cable also scored poorly for the in-store experience. “The problem with big box retailers is that you go there and the people are poorly trained and not motivated to sell the product,” Entner said.In PCMag’s Readers’ Choice survey for ISPs in North America, Starlink’s overall satisfaction and likelihood to recommend ratings were the highest it has received to date (and just a hair below those of GFiber).
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About Michael Kan
Senior Reporter
I’ve been with PCMag since October 2017, covering a wide range of topics, including consumer electronics, cybersecurity, social media, networking, and gaming. Prior to working at PCMag, I was a foreign correspondent in Beijing for over five years, covering the tech scene in Asia.
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