TV Service Providers Deliver Very Poor 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.

The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined. As an industry, TV service providers ranked 19th out of 20 industries.

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

  • Cablevision Optimum earned the highest rating the TV service provider industry, with a score of 61% and an overall rank of 199th place.
  • Comcast was the lowest-rated TV service provider for the second year in a row, scoring 43% and ranking 291st out of 293 companies. Comcast also scored the furthest below the industry average for each of the three components, falling 6.7 percentage-points below the success average, 9.3 points below the effort average, and 11.6 points below average for the emotion average.
  • Of the nine TV service providers that we evaluated both last year and this year, only two of them increased their scores between 2014 and 2015. Verizon improved by three percentage-points, while AT&T improved by one point.
  • Bright House Networks—last year’s top-rated TV service provider—dropped eight percentage-points since 2014, while Cox Communications dropped seven percentage points over the last year.
  • Dish Network’s success score declined more than any other TV service provider’s, dropping by 10 percentage-points between 2014 and 2015. Meanwhile, Cox Communication’s effort and emotion score declined the most in the industry; its effort scored dropped by 12 points over the last year, and its emotion score dropped by 8 points over the last year.
  • Despite scoring above average for both the emotion and effort component—4.4 and 4.1 percentage-points above average respectively—DirecTV scored 3.1 points below average for the success component.

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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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