Bright House Networks and Dish Network Lead TV Service Providers, Worst 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 parcel TV services industry:

• The overall industry earned the lowest average score of any industry.
• The top TV service providers Bright House Networks and Dish Network (tied for 166^th out of all 246 companies in the ratings across industries) are lower rated than even the worst company in the parcel delivery service, grocery, and fast food industries. While these top two companies earned “okay” ratings, the rest of the companies in the industry earned either “poor” or “very poor” ratings.
• The last place company in the industry, Time Warner Cable, earned the 244^th ranking, tied for next to last across all industries.
• The second-to-last TV service provider, Charter Communications, improved eight points over last year, the largest gain in the industry.
• Cox Communications’ rating decreased six points from 2012, the largest drop in the industry
• Dish Network is the highest rated in the functional component, Optimum (iO)/Cablevision is highest rated in accessible, and Bright House Networks is highest rated in the emotional component.
• Cox Communications has the lowest functional rating while Time Warner Cable has the lowest accessible and emotional ratings.
• The average rating for the industry remained about the same between 2012 and 2013.
• Here’s a link to industry results from the 2012 ratings.

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Report: 2012 Temkin Loyalty Ratings

Access the data from all Temkin Ratings research at the Temkin Ratings website.

We just published a new Temkin Group report, 2012 Temkin Loyalty Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate their loyalty to 206 organizations across 18 industries. Congratulations to the top firms in this year’s ratings: Sam’s Club, Aldi, USAA, Publix, credit unions, and Amazon.com.

We added six industries (fast food chains, grocery chains, major appliances, car rental agencies, auto dealers, and parcel delivery services) and 63 companies compared with the 2011 Temkin Loyalty Ratings.

Here is the executive summary from the report:

Sam’s Club, Aldi, and USAA earned the top spots in the 2012 Temkin Loyalty Ratings while Citigroup (banking and credit cards) and Charter Communications (TV service and Internet service) each show up twice in the bottom four. We asked 10,000 U.S. consumers to rate their loyalty to companies across three dimensions: likely to recommend, reluctant to switch, and willing to repurchase. Their responses allowed us to rate the loyalty of customers to 206 companies across 18 industries. One-quarter of companies have “strong” or “very strong” ratings while 50% have “weak” or “very weak” ratings. At an industry level, grocery chains and retailers have the most loyal customers while internet service providers and TV service providers have the least loyal customers. USAA has the most loyal customers across three industries, banking, insurance, and credit cards. When comparing the results from the 2011 and 2012 Temkin Loyalty Ratings, we find that PNC and USAA improved the most and Kohl’s and Hyatt declined the most.

Download report for $195

The Temkin Loyalty Ratings are based on evaluating three components of loyalty:

1. Recommending: How likely are consumers to recommend the company to friends and colleagues?
2. Switching: How reluctant are consumers to switch business away from the company?
3. Repurchasing: How willing are customers to purchase additional products and services from the company?

Here are the ratings for all 206 companies:

Here’s how the industries compare with each other:

Here are some other highlights from the research:

• USAA (in their banking and credit card divisions) as well as credit unions (banking) outpaced their industry peers by more than 25 percentage points.
• DHL and RadioShack are the furthest behind their peers, falling more than 20 percentage points below their industry averages.
• Across the 12 industries we examined in both years, nine earned higher loyalty scores in 2012 and three showed a decline. Computer makers are at the top of the list of gainers while retailers had the largest decline.
• Of the 139 companies that are included in both the 2011 and 2012 Temkin Loyalty Ratings, 84 firms made at least a small improvement in their scores. Led by PNC and USAA, 19 companies earned double-digit improvements over the last year.
• Kohl’s and Hyatt are the only companies that declined by more than 10 percentage points over the previous year.

Download report for $195

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Consumer loyalty remains up for grabs across most industries.

Report: 2012 Temkin Experience Ratings

Access the data from all Temkin Ratings research at the Temkin Ratings website.

We just published a new report, 2012 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 206 organizations across 18 industries. Congratulations to the top firms in this year’s ratings: Sam’s Club, Publix, Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H.E.B, and credit unions.

We added six industries (fast food chains, grocery chains, major appliances, car rental agencies, auto dealers, and parcel delivery services) and 63 companies compared with the 2011 Temkin Experience Ratings.

Here is the executive summary from the report:

Sam’s Club and Publix earned the top two spots in the 2012 Temkin Experience Rankings, with three fast food chains rounding out the top five. We asked 10,000 U.S. consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional. Their responses allowed us to rate 206 companies across 18 industries. Only 28% of those companies received at least a “good” rating. Grocery chains earned the highest average scores and health plans dominated the bottom of the ratings. Kaiser Permanente and credit unions most outperformed their industries while DHL and RadioShack fell the farthest behind their peers. None of the companies earned an “excellent” rating for the emotional component, while Charter Communications and Earthlink lead 10 companies falling below the “very poor” threshold in that area. Compared with last year’s ratings, most industries improved, led by a 5.3 point average increase by insurance carriers. When it comes to changes over the past year by individual firms, PNC and Lenovo improved the most while Regions Bank had the sharpest decline.

Download report for FREE

The Temkin Experience Ratings are based on evaluating three elements of experience:

1. Functional: How well do experiences meet customers’ needs?
2. Accessible: How easy is it for customers to do what they want to do?
3. Emotional: How do customers feel about the experiences?

Here are the ratings for all 206 companies:

Here’s how the industries compare with each other:

Here are the companies that are leaders across the 18 industries:

Download report for FREE

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Customer experience is improving, but there’s a long way to go

TV Service Providers Deliver The Worst Experience

In the 2011 Temkin Experience Ratings, we examined the customer experience across 12 industries. For this post, we will take a closer look at the nine TV service providers  in the ratings.

TV service providers have an average rating of “Very Poor” and was the lowest ranked industry…

Let’s take closer look at the results for all of the individual TV service providers…

As you can see, Cox Communications leads the TV service providers, but only receives a “poor” rating. Three firms end with “very poor” ratings: Comcast, Charter Communications, and AT&T.

Let’s take a look at the three components of the Temkin Experience Ratings…

Cox Communication  is the top-performing TV service provider when it comes to functional experience. It is also at the top of the accessible and emotional components along with Cablevision. Comcast and Charter Communications fall well below the rest of the industry in the accessible and emotional components of experience.

The bottom line: TV service providers need a customer experience overhaul

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Phone Satisfaction Snapshot- USAA, Credit Unions, and Amazon.com Top The List

We asked more than 4,500 US consumers about their satisfaction with experiences across 12 different industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance companies, PC manufacturers, retailers, and TV service providers. Our analysis looked at phone, store/branch, and Web interactions.

I’ll start with some highlights of consumer feedback on phone interactions. The analysis looked at satisfaction rates at an industry level and changes from last year’s results, examined satisfaction for individual companies, and compared responses across generations of consumers.

• Highest industry satisfaction: Insurance providers (84%)
• Lowest industry satisfaction: TV service providers (60%)
• Most improved industry: Retailers (improved 3%)
• Least improved industry: TV service providers (declined 6%)
• Highest company satisfaction: USAA (93%), credit unions (92%), and Amazon.com (91%) 
• Lowest company satisfaction: Charter Communications- TV (47%), Comcast- TV (54%), Time Warner Cable (54%), Aetna (54%), Comcast- ISP (55%), HSBC (55%), Sprint (58%), and Dish Network (59%)
• Most satisfied generation: Seniors were most satisfied for nine of the industries
• Least satisfied generation: Gen Yers were least satisfied for eight of the industries
• Largest generation gap: Airlines (Older Boomers at 81% versus Gen Y at 62%)

The bottom line: What’s it like when customers call you?