AOL and Cablevision Lead Internet Service Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the Internet services industry:

  • The Internet service industry has the second-lowest average rating . The average score was 55%, tied with health plans. (The lowest-ranked industry was TV service providers.)
  • The average score has remained steady over the years, with 53% in 2011, 55% in 2012, and 55% again in 2013.
  • Only two ISPs (#123 AOL and #166 Cablevision) are in the “okay” range; the rest are in the “poor” range with scores below 60%.
  • EarthLink, which is next to last among ISPs at #227, had an increase of 10 over last year. Next largest gains were by Charter Communications (seven points) and AOL (six points).
  • The largest decline since 2012 was Cablevision’s decrease of three points.
  • The lowest-ranked ISP, #232 Charter Communications, is tied for fifth-to-last overall.
  • Earthlink earned the lowest rating for the functional component, MSN earned the lowest for accessible, and Comcast earned the lowest for emotional.
  • Earthlink has an unusual profile with a very weak functional score and a fairly strong emotional one.
  • Here’s a link to industry results from the 2012 ratings.

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Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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