Research from Parks Associates explores how US broadband providers are strengthening the customer experience through entertainment, AI, managed Wi-Fi, and value-added services.

“As broadband providers compete in a more mature market, the customer experience is now a key differentiator,” said Elizabeth Parks, President and CMO, Parks Associates. “Consumers expect reliable connectivity, seamless entertainment, proactive support, and digital services that simplify everyday life.”

Parks Associates’ research reveals several trends shaping the broadband and entertainment markets:

• More than 25 per cent of US internet households have gigabit speeds.
• 91 per cent of US internet households subscribe to at least one streaming video service.
• More than half of US internet households find skinny bundles appealing.
• 40 per cent of pay-TV subscribers keep their service for local news and live TV.
• 56 per cent of US internet households report experiencing at least one tested home internet service problem in the past 90 days.
• 62 per cent of smart home device owners find AI-powered cybersecurity monitoring appealing.

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