Cost Satisfaction Up but Rising Demand Puts Enterprise Internet Reliability at Risk, JD Power Finds

Cost Satisfaction Up but Rising Demand Puts Enterprise Internet Reliability at Risk, JD Power FindsVerizon Ranks Highest in Large Enterprise and Medium Business; AT&T Ranks Highest in Small BusinessOverall business internet satisfaction reaches 709 in 2026, a 2-point increase from 2025Cost of service satisfaction improves 8 index points industry-wideLarge enterprise satisfaction declines overall, with performance and reliability and more specifically the consistency of service, leading to the declineOverall business internet satisfaction rose 2 points to 709 (on a 1,000-point scale) in 2026, according to the JD Power 2026 U.S. Business Internet Satisfaction StudySM, released today. The slight increase in overall satisfaction is largely due to an 8-point increase in cost of service from 2025, landing at 682 in 2026. While small and medium businesses experienced satisfaction gains, large enterprise satisfaction declined. The large enterprise decrease is largely due to a 12-point drop in performance and reliability, driven by greater sensitivity to downtime and rising demand from tools such as artificial intelligence (AI). This is fundamentally redefining reliability beyond basic connection uptime."While pricing satisfaction shows welcome advancements for many businesses, the large enterprise landscape is growing notably complex," said Carl Lepper, senior director, TMT and Utilities Practice at JD Power. "Large enterprise satisfaction declined, driven by evolving reliability challenges. This isn't just about network connectivity; it's about end-to-end reliability across the full digital ecosystem. As enterprises scale AI initiatives and real-time systems, they place greater demands on their networks, straining connectivity even with dedicated internet access. Reliability isn't just about the internet connection anymore, it's about all the complex, interconnected tech performing smoothly, all the time."Study RankingsIn the large enterprise segment, Verizon ranks highest with a score of 736. AT&T (732) ranks second. The segment average is 723.In the medium business segment, Verizon ranks highest with a score of 728. The segment average is 710.In the small business segment, AT&T ranks highest with a score of 686. Verizon (680) ranks second. The segment average is 659.To view the complete visual rank charts for each segment, visit: https://www.jdpower.com/business/press-releases/2026-u-s-business-internet-satisfaction-study/The 2026 U.S. Business Internet Satisfaction Study is based on responses from 4,091 business customers of internet services. The study evaluates business internet experiences across seven factors: performance and reliability; cost of service; communications; sales representatives (medium business and large enterprise); billing; digital account management; and customer support. The large enterprise segment includes businesses with 500 or more employees; the medium business segment includes businesses with 20 to 499 employees; and the small business segment includes businesses with less than 20 employees. The study was fielded from March through May 2026.For more information about the U.S. Business Internet Satisfaction Study, visit https://www.jdpower.com/business/u-s-business-internet-satisfaction-study/.About JD PowerJD Power delivers mission-critical data, analytics and intelligence that help businesses improve customer experience and operational performance with confidence and clarity. Using proprietary, comprehensive data–including millions of consumer interactions and authoritative automotive datasets–combined with advanced analytics, artificial intelligence and deep industry expertise, JD Power enables leaders to respond to market shifts, make smarter decisions and drive measurable performance improvements.As an objective source of deep insight into real-world customer interactions with brands and products, JD Power provides the independent intelligence organizations need to anticipate change, strengthen customer engagement and advance growth. Learn more at JDPower.com.About JD Power and Advertising/Promotional Rules: www.jdpower.com/business/about-us/press-release-info Media Relations ContactsJoe LaMuraglia, JD Power; East Coast; 714-621-6224; media.relations@jdpa.comJohn Roderick; East Coast; 631-584-2200; john@jroderick.comView source version on businesswire.com: https://www.businesswire.com/news/home/20260709124123/en/

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