This post examines the 11 Internet service providers and the 10 TV service providers included in the 2012 Temkin Experience Ratings.
While the study rated 21 organization across both the TV and Internet services space, only three companies received “okay” ratings: Bright House Networks (TV), Dish Network (TV), and Cablevision (Internet). Fifteen of the companies were rated “poor” and three received “very poor” ratings: Charter Communications (TV), Charter Communications (Internet), and EarthLink (Internet).
The average customer experience ratings for the TV services and Internet services industries placed them 16th and 17th, respectively, out of 18 industries in the study. The only companies to score lower were health plans. Out of all 206 companies in the 2012 Temkin Experience Ratings, EarthLink and Charter Communications were the two lowest rated companies and eight of the bottom 19 companies came from these two industries.
Temkin Group analyzed the changes between 2011 and 2012 and found that customer experience made a modest improvement in the TV services industry but had a slight decline with Internet service providers. Seven companies saw their Temkin Experience Ratings increase by more than five percentage points: Cablevision (Internet), Comcast (Internet), AOL (Internet), Dish Network (TV), Bright House Networks (TV), DirecTV (TV), and Comcast (TV). Only one company had a decline of more than five percentage points: Cox Communications (Internet).
Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.
The bottom line: Terrible customer experience is an epidemic within Internet services and TV services