TV and Internet Service Providers Deliver the Worst Customer Experience

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

TV service providers and Internet service providers received the lowest overall customer experience scores, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Of the 20 industries covered in the 2016 Temkin Experience Ratings, TV service and Internet service providers tied with healthcare providers for the lowest average ratings. These industries have been at the bottom of the Ratings for the past four years, and their scores hit an all-time low this year.

1605_Internet_Rank 1605_TV_Rank

The poster child for poor customer experience in these industries—Comcast—was not only the lowest-scoring TV service and Internet service provider, but was also one of the lowest-scoring companies in the entire Ratings. It ranked 289th overall out of 294 companies for its TV service and ranked 284th overall for its Internet service.

Of the 10 TV service companies we looked at, six received “very poor” ratings (below 50%): Bright House Networks (49%), Charter Communications (48%), Verizon (47%), Time Warner Cable (46%), AT&T (43%), and Comcast (37%). And of the eight Internet service companies we looked at, four received “very poor” ratings: Time Warner Cable (48%), Charter Communications (48%), Cablevision (47%), and Comcast (40%).

At the other end of the spectrum, DirecTV earned the highest score for the TV service industry with a rating of 57% and an overall rank of 182nd, while AOL earned the highest score for the Internet service industry with a rating of 55% and an overall rank of 199th. No company in either industry received anything higher than a “poor” rating.

Only Dish Network (+2 points) and Cox Communication (+3 points) for their TV service and Time Warner Cable (+1 point) for its Internet service improved their ratings between 2015 and 2016. AT&T (-11 points) and Verizon (-9 points) for their TV service and Cablevision (-9 points) for its Internet service declined the most.

1605_TV_IndustryAv 1605_TV_Overall 1605_Internet_IndustryAv 1605_Internet_Overall

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.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: