Bright House Networks and Dish Network Lead TV Service Providers, Worst 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 parcel TV services industry:

  • The overall industry earned the lowest average score of any industry.
  • The top TV service providers Bright House Networks and Dish Network (tied for 166th out of all 246 companies in the ratings across industries) are lower rated than even the worst company in the parcel delivery service, grocery, and fast food industries. While these top two companies earned “okay” ratings, the rest of the companies in the industry earned either “poor” or “very poor” ratings.
  • The last place company in the industry, Time Warner Cable, earned the 244th ranking, tied for next to last across all industries.
  • The second-to-last TV service provider, Charter Communications, improved eight points over last year, the largest gain in the industry.
  • Cox Communications’ rating decreased six points from 2012, the largest drop in the industry
  • Dish Network is the highest rated in the functional component, Optimum (iO)/Cablevision is highest rated in accessible, and Bright House Networks is highest rated in the emotional component.
  • Cox Communications has the lowest functional rating while Time Warner Cable has the lowest accessible and emotional ratings.
  • The average rating for the industry remained about the same between 2012 and 2013.
  • Here’s a link to industry results from the 2012 ratings.
Download entire dataset for $395
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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