Starlink users in both metropolitan and nonmetropolitan areas are extremely satisfied with their internet service, with recent Ookla data from Q4 2022 and Q1 2023 revealing a stark difference in Net Promoter Score (NPS) between Starlink and other fixed broadband providers.
Utilizing Speedtest Intelligence, Ookla analyzed NPS scores for Starlink users and compared them to the combined scores of all fixed broadband providers in “metropolitan” and “nonmetropolitan” counties, as defined by the U.S. Office of Management and Budget.
NPS scores are derived from Speedtest user responses when asked about the likelihood of recommending their provider to friends or family on a scale of 0 to 10. NPS ratings are divided into Detractors (scores 0-6), Passives (scores 7-8), and Promoters (scores 9-10) and are calculated as (% Promoters – % Detractors) x 100. An NPS score above 0 signifies that a provider’s customer base is more loyal than not.
Comparison of Metropolitan vs. Nonmetropolitan NPS and Performance in the United States
As illustrated above, there is a significant difference in NPS between Starlink and all combined fixed broadband providers: both metropolitan and nonmetropolitan Starlink users greatly outperformed metropolitan and nonmetropolitan ISPs in NPS.
Metropolitan Starlink scored 31.94 compared to -23.62 for all combined metropolitan fixed broadband providers, even though Starlink had a median download speed of 65.29 Mbps versus 203.93 Mbps for all combined metropolitan fixed broadband providers.
Nonmetropolitan Starlink had an even higher NPS of 42.21, in contrast to nonmetropolitan ISPs at -21.27. This is particularly noteworthy considering Starlink’s median download speed was much closer to the median nonmetropolitan fixed broadband speed (72.18 Mbps compared to 100.41 Mbps).
It is evident that Starlink offers a highly appreciated option for rural, nonmetropolitan users who often lack reliable internet options. The message is clear: Starlink users are more than willing to recommend the service and are extremely satisfied with the internet they receive.
Despite having a slower median download speed, Starlink far outperformed other ISPs in terms of customer satisfaction in the United States.
Starlink has seen a steady increase in speeds in the Canadian and US markets, a positive sign for the satellite internet provider. These improvements come as major upgrades to Starlink’s satellite array have begun, with the recent launch of 46 next-generation satellites on April 27, 2023.
Meanwhile, in South America, Starlink in Chile was the fastest satellite provider during Q1 2023, with a median download speed of 84.62 Mbps. New markets, including Nigeria, Peru, and the Philippines, show promising results with Starlink outperforming all fixed broadband providers combined in Nigeria and the Philippines, and being on par in Peru.
SpaceX recently passed major milestones, reaching 1.5 million Starlink users while active satellites have topped 4,000 in low-Earth orbit.
As 2023 continues to shape up as a pivotal year for satellite internet providers, Ookla says it will closely monitor developments and provide updates on the performance of various providers.
