Internet Service Providers Set the Lowest Bar in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

With a rating of 51%, Internet service providers have the lowest average score of any of the 20 industries we evaluated. The industry’s average decreased by 4.3 percentage-points over the past year, down from 56% in 2014. This is the largest decline in average rating for any industry.

Here are some highlights from the Internet service providers’ results:

  • Optimum earned the highest rating in the industry with a score of 60%, putting it in 207th place overall. Optimum is a newcomer to the Ratings, and knocked last year’s winner AOL out of the top-spot.
  • With a rating of 45%, Comcast is the lowest-scoring Internet service provider for the second year in a row. Comcast’s score dropped two percentage-points since 2014, and this year, the company ranked 289th out of 293 companies.
  • Of the eight Internet service providers that we looked at both last year and this year, not a single company’s score increased. Verizon’s rating stayed the same at 57%, while every other company’s score declined. Time Warner dropped the most, going down eight percentage-points, while Cox Communications dropped seven points, and AOL dropped six points.
  • With a rating of 45%, Comcast is the lowest-scoring Internet service provider for the second year in a row. Comcast’s score dropped two percentage-points since 2014, and this year, the company ranked 289th out of 293 companies.

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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

One thought on “Internet Service Providers Set the Lowest Bar in Customer Experience”

  1. Thanks for this really cool info graphic! It is really important to know what company you are signing up with. If they treat other customers poorly, chances are they’ll treat you poorly too. Really great post Bruce!

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