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ASUS Ranked Top for Customer Satisfaction of Wireless Routers

Thursday, January 21st, 2016 (10:29 am) - Score 991

Question, who makes the best wireless broadband routers for managing your home Internet connection? According to a recent J.D. Power survey of customer satisfaction the answer is ASUS, which gained top marks (838 on a 1,000 point scale). The lowest rated was Netgear.

The survey was based on responses from 2,716 current owners of wireless routers who purchased their kit during the 12-month period prior to November 2015. Satisfaction was then measured across 10 factors (listed in order of importance): Wi-Fi range; reliability; restore connection easily; speed of upload/download; security capabilities; price; ease of use; variety of features; intuitive user interface and customer service.

Overall the report found that the average level of satisfaction with wireless broadband routers stood at 821 on a 1,000-point scale and that 18% of participants had experience problems with their wireless router. The most common issues reported include slow Internet speeds (42%), frequency of resetting router (38%), initially connecting to the Internet (38%), limited WiFi range (25%) and installation process (20%).

jdpower_wireless_router_satisfaction_2015_awards

Netgear’s position in the table probably won’t come as much of a surprise, although it is curious to see Apple listed so high as they’re not generally well known for their routers and tend to focus on a different side of the market. TP-Link also rank high despite often taking criticism for buggy firmware, although they do offer affordable and feature rich kit that attracts enthusiasts.

The study also revealed that most customers use a wireless router to connect with their laptop (80%), which was followed by Smartphone (73%), Tablet (65%), Desktop computer (55%), gaming console (51%), printer (51%), smart TV (39%) and streaming device/media player, such as Chromecast or Roku (37%). The average price paid for a router was around £76 ($108).

It’s worth noting that the survey participants were from the USA and not the UK, although there’s often not a huge degree of difference in the fundamentals between countries.

Leave a Comment
12 Responses
  1. Avatar Captain_Cretin says:

    TWO interesting things, all I have heard about ASUS routers is inconsistent sync speeds and throughput slowdowns requiring a reboot is the first.

    The fact that an old TPLink router is being used in the illustration is the other!!

    1. Mark Jackson Mark Jackson says:

      It’s actually just a generic illustration, which happens to look vaguely like a whole bunch of different routers from 10 years ago.. when they all looked more or less the same :). Personally it reminds me more of the old LinkSys kit.

  2. As an ISP we tested a range of routers and the Asus performed really well, we then sent out routers to a small number of customers for real-world testing and the feedback was very positive.

    We now exclusively supply Asus routers and are not surprised by the survey results which echo our customers feedback.

    CloudScape Connect Ltd

    1. Avatar Neil says:

      What Asus model of VDSL modem/router do you supply? Asus router only devices depending on model are pretty good especially at wireless range, their current range of VDSL modem routers though such as the Asus DSL-AC68U are absolutely terrible when it comes to the physical ability to hold on to a VDSL connection. Their are long threads on various forums and poor reviews for VDSL users all over the net.

    2. Avatar Captain_Cretin says:

      I should have clarified Asus VDSL routers.

      I bought a TPL VR200, as it is the only new VDSL router no one has reported problems with.
      Gripes?? 2.4GHz wifi is a lot weaker than my old TPL “N” spec router.

    3. Avatar Neil says:

      Good choice in fact anything with a Broadcom 63xx chipset seems to be the better choice including the Netgear D6400, D7000, Billion 8800xxx range and others.

      The report for us in the UK is a bit pointless really…
      1) I doubt anyone or a very small minority here in the UK even use a Motorola router as just one example.
      2). Another being the fact Apples device complete with various bugs is rated so highly also shows the reports American roots.
      3) The fact there is no Thomson (rubbish devices but used in mass as often given ‘free’ here) is not in the list or Billion a popular EU device, even Sagem (previous freebie Sky devices) are not in the list but Motorola is (IE something given free to USA cable customers) says enough.

    4. @Neil

      We supply the ASUS DSLN17U and have not had any customers reporting issues. I personally use this router at home without any issues or dropouts.

      I can’t comment on the AC range of routers, we have never tested those models.

      As a company we switched to the ASUS DSLN17U even though it is more expensive for us to supply. We work hard to ensure the quality and speed of our network so it makes sense to provide a quality router.

  3. Avatar cynic says:

    wow, so a 27 point spread out of 1000 between best and worst on the market ? and 2716 users out of the USA internet customer base of 270Million ? must be really representative of the real world eh ? I note the disclaimer in small print “rankings based on numerical scoring and not necessarily on statistical significance” …yeah, thats true 🙂

    1. Avatar Paul W says:

      Hehe, you have an apt username:)

  4. Avatar mrpops2ko says:

    don’t all the others except apple and asus provide ISP supplied routers? so they are generally given a budget of pennies to make them. You pay peanuts you get monkeys. I’ve always gone with a proper 3rd party router and I can only see myself going pfsense next, if I can find the budget.

    pfsense does look really interesting though.

  5. Avatar cyclope says:

    Why isn’t Billion in that list? As for ASUS i have seem a lot of negatives about their routers too, in particular those with a VDSL modem , apparently unstable using ASUS firmware
    And also not so good things about their CS /TS when there are problems

    1. Avatar Neil says:

      Yep great router only devices but their models with VDSL modems built in are horrid. Kitz has a very long thread on the DSL-AC68U.

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