Internet Service Providers Set the Lowest Bar in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

With a rating of 51%, Internet service providers have the lowest average score of any of the 20 industries we evaluated. The industry’s average decreased by 4.3 percentage-points over the past year, down from 56% in 2014. This is the largest decline in average rating for any industry.

Here are some highlights from the Internet service providers’ results:

  • Optimum earned the highest rating in the industry with a score of 60%, putting it in 207th place overall. Optimum is a newcomer to the Ratings, and knocked last year’s winner AOL out of the top-spot.
  • With a rating of 45%, Comcast is the lowest-scoring Internet service provider for the second year in a row. Comcast’s score dropped two percentage-points since 2014, and this year, the company ranked 289th out of 293 companies.
  • Of the eight Internet service providers that we looked at both last year and this year, not a single company’s score increased. Verizon’s rating stayed the same at 57%, while every other company’s score declined. Time Warner dropped the most, going down eight percentage-points, while Cox Communications dropped seven points, and AOL dropped six points.
  • With a rating of 45%, Comcast is the lowest-scoring Internet service provider for the second year in a row. Comcast’s score dropped two percentage-points since 2014, and this year, the company ranked 289th out of 293 companies.

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About Bruce Temkin, CCXP
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, culture, interaction design, customer service, branding 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 Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One Response to Internet Service Providers Set the Lowest Bar in Customer Experience

  1. Thanks for this really cool info graphic! It is really important to know what company you are signing up with. If they treat other customers poorly, chances are they’ll treat you poorly too. Really great post Bruce!

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