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.
AOL is the highest-rated Internet service provider for the second year in a row, landing in 136th place overall with a rating of 65%. EarthLink came in a very close second with a rating of 64% and a rank of 144th after being near the bottom of the list for the past two years.
- The ratings of all Internet service providers in the 2014 Temkin Experience Ratings are as follows: AOL (65%), EarthLink (64%), Cox Communications (62%), Cablevision (58%), Verizon (57%), AT&T (57%), Time Warner (55%), Charter Communications (55%), MSN (Microsoft Network) (55%), Qwest (53%), and Comcast (47%).
- EarthLink (+12 points), Cox Communications (+7 points), and Charter Communications (+4 points) improved the most between 2013 and 2014.
- Comcast (-5 points) and Cablevision (-2 points) were the only companies to decline in the ratings between 2013 and 2014.
- Overall, the Internet services industry averaged a 56% rating in the 2014 Temkin Experience Ratings and tied for 17th place out of 19 industries. It is also one of the 15 industries to improve its rating over the past year; however, 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:
To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings website