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.
Congratulations 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.