AOL Leads Internet 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.

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.

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Here are some additional findings from the Internet services industry:

  • 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:


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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 (, 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:

One thought on “AOL Leads Internet Services Industry in 2014 Temkin Experience Ratings”

  1. ?Check out where MSN & AT&T are – heck, look where Time Warner is!!! I’m surprised AOL and Earthlink did so well. Those are the two I remember being the worst – years ago!


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