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 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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