People are happier with their routers in 2021, according to JD Power

Chris Monroe / CNET

Are you happy with the router that backs up your home’s Wi-Fi connection? According to the latest customer satisfaction data from JD Power, there’s a good chance the answer is yes.

The organization’s latest survey puts customer satisfaction with routers at 884 out of 1,000 for 2021, up from 826 in 2020. The biggest gains in the category come from improved satisfaction with reach Wi-Fi, which saw a score of 20 points. jump over last year.


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Ian Greenblatt, Managing Director of JD Power, notes that 2020 has been a difficult year for the industry because the COVID-19 pandemic have seen millions of people work, learn and socialize daily from their homes. This has pushed home Wi-Fi hardware to its limits and led to a drop in router satisfaction for 2020, Greenblatt says, but the scores are starting to rebound.

“Customers are settling in now and enjoying their wireless connections,” says Greenblatt. “The study results also show an increase in customer service satisfaction, which means customer service representatives are doing a solid job of solving customer problems.”

Among the top ranked router manufacturers, Asus finished in first place for customer satisfaction, with an average score of 859. TP-Link finished second with 855, while Arris took bronze with a score of 853.

The 2021 scores come during a period of transition in the router industry. The latest generation of Wi-Fi technology, 802.11ax or Wi-Fi 6, debuted in 2019 and has since become the de facto standard for new hardware releases. At the same time, we have seen a constant rise number of mesh routers able to use multiple devices to provide better Wi-Fi coverage throughout the house, as well as more affordable entry-level systems. Wi-Fi 6E, a new designation for devices equipped to transmit data in the new 6 GHz ultra-wide band, is also starting to take hold.

Now in its sixth year, the JD Power Wireless Router Satisfaction Report is based on survey responses from 1,256 consumers who have purchased a new router in the past year.

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