AOL Leads Internet Services Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

AOL is the highest-rated Internet service provider for the second year in a row, landing in 136th place overall with a rating of 65%. EarthLink came in a very close second with a rating of 64% and a rank of 144th after being near the bottom of the list for the past two years.

Download entire dataset for $395

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Here are some additional findings from the Internet services industry:

  • The ratings of all Internet service providers in the 2014 Temkin Experience Ratings are as follows: AOL (65%), EarthLink (64%), Cox Communications (62%), Cablevision (58%), Verizon (57%), AT&T (57%), Time Warner (55%), Charter Communications (55%), MSN (Microsoft Network) (55%), Qwest (53%), and Comcast (47%).
  • EarthLink (+12 points), Cox Communications (+7 points), and Charter Communications (+4 points) improved the most between 2013 and 2014.
  • Comcast (-5 points) and Cablevision (-2 points) were the only companies to decline in the ratings between 2013 and 2014.
  • Overall, the Internet services industry averaged a 56% rating in the 2014 Temkin Experience Ratings and tied for 17th place out of 19 industries. It is also one of the 15 industries to improve its rating over the past year; however, it only increased by 0.4 percentage points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

InternetServiceB

Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin 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.

One Response to AOL Leads Internet Services Industry in 2014 Temkin Experience Ratings

  1. Betsy Vavrin says:

    ?Check out where MSN & AT&T are – heck, look where Time Warner is!!! I’m surprised AOL and Earthlink did so well. Those are the two I remember being the worst – years ago!

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