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TV and Internet Service Providers Deliver the Worst Customer Experience,
According to Temkin Group Research
Fifth Annual Temkin Experience Ratings Evaluates 293 Companies Across 20
Industries
WABAN, Mass., March 18, 2015 /PRNewswire/ -- TV service providers and Internet
service providers earned the lowest overall customer experience scores,
according to the 2015 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 2015 Temkin Experience Ratings, TV service
and Internet service providers received the lowest average ratings. These
industries have been at the bottom of the Ratings for the past three years, and
their scores hit an all-time low this year.
The poster child for poor customer experience in these industries, Comcast, was
not only the lowest-scoring TV service and Internet service provider, but it was
also one of the lowest-scoring companies in the entire Ratings. It
ranked 289th overall out of 293 companies for its Internet service and ranked
291st overall for its TV service.
Of the 17 companies that received "very poor" ratings (below 50%) across the 193
companies, five of them were from these two industries: Comcast for TV (43%),
Comcast for Internet (45%), Time Warner Cable for Internet (47%), Charter
Communications for TV (48%), and Time Warner Cable for TV (48%).
"Internet and TV service providers are awful to consumers. The lack of
competition continues to fuel this bad experience epidemic," states Bruce
Temkin, managing partner of Temkin Group.
At the other end of the spectrum, Cablevision earned the highest rating for both
of these industries, with a rating of 61% (ranked 199th) for its TV service and
a rating of 60% (ranked 207th) for its Internet service. The only other
company to receive an "okay" rating above 60% was DirecTV for TV services.
Every other company in these industries had a "poor" or "very poor" rating.
Only Verizon (+3 points) and AT&T (+1 point), both for their TV services
improved their ratings between 2014 and 2015. Bright House Networks (-8
points), Time Warner for Internet (-8 points), Cox Communications for TV (-7
points), and Cox Communications for Internet (-7 points) declined by the most.
Now in its fifth year of publication, the 2015 Temkin Experience Ratings is the
most comprehensive benchmark of customer experience in the industry, evaluating
293 companies across 20 industries: airlines, appliance makers, auto dealers,
banks, car rental agencies, computer makers, credit card issuers, fast food
chains, health plans, hotel chains, insurance carriers, Internet service
providers, investment firms, parcel delivery services, retailers, software
firms, supermarket chains, TV service providers, utilities, and wireless
carriers.
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate
their recent experiences with a company across three dimensions: success (can
you do what you want to do?), effort (how easy is it to work with the company?),
and emotion (how do you feel about the interactions?). Temkin Group then
averaged these three scores to produce each company's Temkin Experience Rating.
The 2015 Temkin Experience Ratings, along with other ratings, can be accessed at
the Temkin Ratings website, www.TemkinRatings.com.
The free report "2015 Temkin Experience Ratings" is available for download at
the Customer Experience Matters® blog (ExperienceMatters.wordpress.com) and at
the Temkin Group website,
www.TemkinGroup.com.
About Temkin Group: Temkin Group is a leading customer experience research and
consulting firm. Many of the world's largest brands rely on its insights
and advice to steer their transformational journeys, and Temkin Group
accelerates their results by combining customer experience thought leadership
with a deep understanding of organizational dynamics. Rather than layering
on cosmetic changes, Temkin Group helps companies embed practices within their
culture by building up four core competencies: Purposeful Leadership, Employee
Engagement, Compelling Brand Values, and Customer Connectedness. The firm's
ongoing research identifies leading and emerging best practices for engaging the
hearts and minds of customers, employees, and partners.
For more information, contact Bruce Temkin at 617-916-2075 or
send an email.
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