I just published Customer Experience Index 2008 Snapshot: Internet Service Providers which examined the customer experiences of nine ISPs in Forrester’s Customer Experience Index (CxPi). Here’s some of what I found:
- The industry is poor, and getting worse. As an industry, the ISPs wound up with a “poor” rating of 59% for its CxPi; and it dropped from a 62% rating in 2007.
- AOL and AT&T are on the top of the list. With “okay” ratings of 71% and 70% respectively, AOL and AT&T ended with the highest CxPi scores. But these scores weren’t even good enough to crack the top 50 in the overall rankings.
- Charter Communications owns the bottom. With a CxPi of 32%, Charter Communications was not only the lowest scoring ISP — it was the lowest scoring company in the entire CxPi. Comcast and Time Warner’s Road Runner also ended up with “very poor” ratings.
The bottom line: There’s a real opportunity for an ISP to differentiate itself