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:

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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, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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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