Temkin Experience Ratings Industry Snapshot: TV & Internet Service

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Dish Network Earns Top Customer Experience (CX) Ratings for TV & Internet Service ProvidersCongratulations to Dish Network for earning the top customer experience rating across TV & Internet service providers. Although this industry has once again came in last place out of 20 industries, with an average rating of 54%.

Of the nine providers included in this year’s Ratings, Dish earned the highest score with a rating of 61%, putting it in 266th place overall out of 318 companies across 20 industries. In fact, Dish is the only TV/Internet service provider to deliver an “okay” experience. Consumers rated the rest of the providers’ customer experience as “poor” or “very poor.”

Dish Network’s and AT&T’s customer experience scores improved the most over the previous year as each gained three percentage-points. Charter Spectrum’s score, on the other hand, declined the most, dropping by eight points.

You can download the free report or purchase the dataset.

Dish Network Earns Top Customer Experience (CX) Ratings for TV & Internet Service Providers Dish Network Earns Top Customer Experience (CX) Ratings for TV & Internet Service Providers

 

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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