AOL and Cablevision Lead Internet Service Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the Internet services industry:

  • The Internet service industry has the second-lowest average rating . The average score was 55%, tied with health plans. (The lowest-ranked industry was TV service providers.)
  • The average score has remained steady over the years, with 53% in 2011, 55% in 2012, and 55% again in 2013.
  • Only two ISPs (#123 AOL and #166 Cablevision) are in the “okay” range; the rest are in the “poor” range with scores below 60%.
  • EarthLink, which is next to last among ISPs at #227, had an increase of 10 over last year. Next largest gains were by Charter Communications (seven points) and AOL (six points).
  • The largest decline since 2012 was Cablevision’s decrease of three points.
  • The lowest-ranked ISP, #232 Charter Communications, is tied for fifth-to-last overall.
  • Earthlink earned the lowest rating for the functional component, MSN earned the lowest for accessible, and Comcast earned the lowest for emotional.
  • Earthlink has an unusual profile with a very weak functional score and a fairly strong emotional one.
  • Here’s a link to industry results from the 2012 ratings.

Download entire dataset for $395

ISP1 ISP2

Temkin Ratings website

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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