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.

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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%). Read more of this post

Off Topic: Sheraton, Mercedes & GM Customers Will Watch The Super Bowl

Tomorrow is Super Bowl Sunday. While my Patriots aren’t playing, I’m still planning to watch the game, as will many, many more people. I tapped onto our research of 10,000 U.S. consumers to look at the popularity of the NFL.

Football is clearly America’s primary sport. Nearly 56% of the US populations likes to watch professional football, dwarfing the next sport on the list, baseball (35%). Over the last year, however, the NFL has lost a bit of its popularity, dropping almost 2 %-points. The only sports to increase their fan bases over the previous year were hockey and soccer, and they were both very small gains.

Sportsfans

One of the exciting parts of the Super Bowl Sunday is the television ads. It made me wonder about which companies would get the most value from buying those expensive commercial spots. So I looked at the degree to which different companies’ customer bases are NFL fans. My analysis spanned 318 companies across 20 industries, and the range of NFL fandom went from 48% to 74%.

At the top of the list are Sheraton (74%), Mercedes-Benz (72%), GM (70%), Hertz (69%), Alabama Power Company (69%), Quiznos (69%), Travelers (69%), and Merrill Lynch (69%).

At the bottom of the list are Empire BCBS (48%), DTE Gas Company (50%), Cablevision Optimum (51%), Subaru (51%), Cablevision (52%), Orange Julius (52%), Consolidated Edison of NY (52%), Southern California Gas (52%).

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Download the entire list of 318 companies 

TV Service Providers Deliver Very Poor 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.

The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined. As an industry, TV service providers ranked 19th out of 20 industries.

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

  • Cablevision Optimum earned the highest rating the TV service provider industry, with a score of 61% and an overall rank of 199th place.
  • Comcast was the lowest-rated TV service provider for the second year in a row, scoring 43% and ranking 291st out of 293 companies. Comcast also scored the furthest below the industry average for each of the three components, falling 6.7 percentage-points below the success average, 9.3 points below the effort average, and 11.6 points below average for the emotion average.
  • Of the nine TV service providers that we evaluated both last year and this year, only two of them increased their scores between 2014 and 2015. Verizon improved by three percentage-points, while AT&T improved by one point.
  • Bright House Networks—last year’s top-rated TV service provider—dropped eight percentage-points since 2014, while Cox Communications dropped seven percentage points over the last year.
  • Dish Network’s success score declined more than any other TV service provider’s, dropping by 10 percentage-points between 2014 and 2015. Meanwhile, Cox Communication’s effort and emotion score declined the most in the industry; its effort scored dropped by 12 points over the last year, and its emotion score dropped by 8 points over the last year.
  • Despite scoring above average for both the emotion and effort component—4.4 and 4.1 percentage-points above average respectively—DirecTV scored 3.1 points below average for the success component.

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