18 Feb NECTA’s “Innovation Index” Finds New England Consumers Happy With Broadband Service, Adding Cable Video Services, Optimistic About AI
FOR IMMEDIATE RELEASE
February 19, 2025
CONTACT: Aida Farah, [email protected], 571-243-0974
NEW DATA: New England Consumers Happy With Broadband Service, Adding Cable Video Services, Optimistic About AI
Third annual NECTA survey shows rising AI use, approval of cyber protections, and widespread rejection of municipally-owned broadband networks among New England Consumers
BOSTON, MASSACHUSETTS – Amid rapid technological evolution in the connectivity, entertainment and telecommunications sectors, New England consumers continue to give their internet service providers (ISP) high marks on key attributes such as reliability, speed and security, according to the 2024 Innovation Index – an annual survey unveiled in full today by the New England Connectivity and Telecommunications Association (NECTA). The survey is being released in totality as state legislative sessions begin across New England and policymakers – and consumers – watch closely for changes in Washington with a new Congress and a new administration.
Remarkably, consumers noted improvement over the past year across all aspects of their home internet service, bringing broadband satisfaction rates to 90%. The survey also shows that more than half (53%) of New Englanders have used a generative AI chatbot but still more view AI as a threat (74%), with nearly half saying the federal government is best equipped to handle that regulatory effort (47% federal vs. 10% state-and-local). At the time of the survey, more than two-thirds of New England customers said their private ISP is doing a good job of protecting them from cyberattacks and keeping them safe online.
Continuing a trend from previous editions of the Innovation Index, this year’s survey again found municipally owned and managed networks are not a consumer priority. There are many other issues and improvements voters prefer to spend taxpayer dollars on, such as physical infrastructure, a more resilient energy grid, expanding affordable childcare and updating public schools. A majority of New England voters also trust broadband networks run by private ISPs more than ones run by municipal government for use in their homes. Satisfaction is evident as cable and video subscriptions are up – including among younger consumers – bucking the cord cutting narrative.
“Our industry is improving the lives of our customers by giving them ever faster, more secure and reliable connectivity for work and play. With 90% satisfaction rates, our members are clearly delivering on what their customers want most,” said Tim Wilkerson, President of NECTA. “The results of the latest Innovation Index provide valuable insights for navigating the transformative changes shaping our industry, region, and society. With broadband access nearing universal availability and next-generation technologies like artificial intelligence poised to redefine how we live and work, NECTA members are not just adapting to these changes—they are leading them, driving innovation and exemplifying forward-thinking, consumer-centric leadership.”
Wilkerson continued: “The NECTA Innovation Index underscores how NECTA members are strategically positioned to meet evolving consumer demands while continuing to deliver cutting-edge products and services to New England’s families and businesses. Our Innovation Index is a valuable resource for policymakers touting the region’s technology strengths and reminding everyone of the historic success of public-private collaboration to address challenges like achieving universal broadband adoption.”
Key findings from the 2024 NECTA Innovation Index include:
- New England consumers are very happy with their broadband service. 2024 saw a net satisfaction rate of 90% among broadband customers, a 3% increase from 2023. Notably, the majority of New England customers are satisfied with every aspect of their broadband service – like reliability (consumers’ first priority), affordability (consumers’ second priority) and speed / connection quality (consumers’ third priority). Consumers recognize the work that the broadband industry has done to improve each of these service aspects over the last year.
- Self-reported cable subscriptions are up across the board. Data suggests an 11% rise in cable video subscriptions over 2023. The majority of these gains appear to come from younger customers with 13% more consumers 18-34 than in 2023’s Index. Younger consumers are not only more likely to report having a cable subscription since 2023, they’re also more likely than at any point in our tracking to use their cable subscription as their main source of entertainment, signaling declining popularity of paid streaming services.
- More consumers are becoming comfortable with Artificial Intelligence (AI) but questions remain about the future of regulations and security. In fact, a majority (53%) of New England consumers have used a generative AI chatbot – a rise of 12% from 2023. Despite the increases in usage and comfortability with this evolving technology, nearly three quarters (74%) believe that AI poses a threat to online security. The survey shows that certainty at the federal level remains crucial: a near majority (47%) of New England consumers believe that the federal government is best equipped to regulate AI, compared to only 10% who say local, municipal or state governments. This indicates that New England consumers want a standardized, nationwide regulatory framework instead of a patchwork of legislation that might vary wildly from state to state.
- New England consumers, wary of cyberattacks, overwhelmingly approve of cybersecurity measures implemented by private internet providers. Three-in-10 consumers are intensely concerned about the possibility of cyberattacks disrupting their service. Another 55% are “somewhat concerned.” That said, more than two-thirds (68%) believe that their broadband provider is doing a good job of protecting them from cyberattack – an increase of 5% from 2023.
- New England’s private broadband providers continue to lead on keeping broadband costs lower and providing internet access for low-income households – and customers are more aware of programs to get online. In both rural and urban areas alike, low-income households are much more aware of internet affordability programs than they were last year. Whereas most industries have responded to inflationary rises and costs of doing business by increasing their products’ prices to consumers, private internet providers continue to find ways to increase affordability and access for their consumers. In October 2024, internet prices fell 1.0%, marking the third month in a row and the fourth out of the prior five that internet prices fell compared to previous months. On an inflation-adjusted annual basis, internet prices are down 1.5% compared to last October 2023.
- Municipally owned and managed networks are NOT a voter priority. Voters prioritize physical infrastructure, a more resilient energy grid and updating public schools ahead of building taxpayer-funded and government-managed internet networks.
This is the third edition of the Innovation Index, a yearly tracking survey conducted by NECTA to identify industry trends, measure consumer attitudes, and generate data to inform policymakers in New England and the NECTA membership. The data provides crucial insights into the connectivity and telecommunications industries, consumer usage, and public opinion on important topics like broadband access and use and municipal-owned networks. With this information, NECTA and its members will be in an improved positioned to develop solutions to better connect New England families and businesses to the technology and services that will enhance their lives.
The mixed methodology (online, randomized phone, randomized text-to-web) n=2000 sample survey of New England voters who are also broadband or cable consumers was fielded from 10/7/2024 to 10/16/2024 and has a margin of error of +/- 2.2%. The sample mirrors up-to-date consumer and voter representation throughout New England to ensure an accurate depiction of public sentiment. The 2024 NECTA Innovation Index was conducted by Seven Letter Insight. Survey results accompany this press release and can be found here.
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About NECTA:
The New England Connectivity and Telecommunications Association (NECTA) is a nonprofit industry trade association representing internet service providers, television and content creators, and innovative technology companies in Connecticut, Massachusetts, New Hampshire, Rhode Island and Vermont. We are connecting New England through our members’ world-class broadband networks. Learn more.