Bright House Networks and DirecTV Lead Terrible TV Services Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

TV service providers ended up with the lowest average score out of 19 industries in the ratings.

Bright House Networks continues its three-year reign as the highest-rated TV service provider, earning a rating of 63% and placing 160th overall out of 268 companies across 19 industries. While DirecTV has always ranked near the top of the list, this is its first year in second place, and it scored a 62% rating and placed 174th overall. At the other end of the spectrum, Comcast fell from the middle of the pack in 2013 to the very bottom of the pack in 2014, landing in 260th place overall with a rating of 47%.

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Here are some additional findings from the TV services industry:

  • The ratings of all TV service providers in the 2014 Temkin Experience Ratings are as follows: Bright House (63%), DirecTV (62%), Dish Network/EchoStar (60%), Cox Communications (58%), Optimum (iO)/Cablevision (56%), Verizon (54%), AT&T (53%), Time Warner Cable (52%), Charter Communications (48%), and Comcast (47%).
  • Cox Communications (+7 points), DirecTV (+4 points), and Time Warner Cable (+4 points) improved their ratings the most between 2013 and 2014.
  • Comcast (-6 points), Optimum (iO)/Cablevision (-3 points), and Charter Communications (-2 points) were the only TV service providers whose ratings declined between 2013 and 2014.
  • Overall, the TV services industry averaged a 54% rating in the 2014 Temkin Experience Ratings, making it the lowest ranked of any of the 19 industries. However, TV services is still one of the 15 industries to improve its rating over the past year, though it only increased by 0.4 percentage points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

TVServiceB

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To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

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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