Internet Service Providers Are, Well, Blah

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

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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