TV Service Providers & ISPs Earn The Lowest Customer Experience Ratings

Temkin Experience RatingsWe recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.

AOL earned the highest customer experience score in the TV/Internet Service Providers industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Overall, however, the TV/Internet Service Provider industry averaged a 54% rating and come in last place out of 20 industries despite the average rating of the industry improving by seven percentage-points between 2016 and 2017.

The ratings for all providers increased between 2016 and 2017, with the exception of Cox Communications, whose score declined by one point. Charter Communications improved the most as it gained 12 points in the last year.

See our FAQs about the Temkin Experience Ratings.

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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