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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Temkin Ratings website

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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

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