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TV, ISP score low on CX

News, 19 March 2015

WABAN, MASS: TV service providers and internet service providers returned the lowest overall customer experience scores in a new survey of US consumers.

The 2015 Temkin Experience Ratings, is an annual ranking of companies based on a poll of 10,000 US consumers covering 20 industries. Respondents are asked to evaluate recent experiences with a company in terms of success (can you do what you want to do?), effort (how easy is it to work with the company?) and emotion (how do you feel about the interactions?) with these scores then being averaged to produce an overall Experience Rating.

Temkin noted that the same two industries had been at the bottom of its ratings for the past three years, but said "their scores hit an all-time low this year".

Not only was Comcast – the "poster child for poor customer experience in these industries" – bottom in both, it was also among the lowest-scoring companies in the entire ratings.

Of the 17 companies that received "very poor" ratings (scoring below 50%), five of them were from these two industries: Comcast for TV (43%), Comcast for internet (45%), Time Warner Cable for internet (47%), Charter Communications for TV (48%), and Time Warner Cable for TV (48%).

"Internet and TV service providers are awful to consumers," said Bruce Temkin, managing partner of Temkin Group. "The lack of competition continues to fuel this bad experience epidemic," he added.

Not all providers were performing that badly, however, although none made it into the 'good' or 'excellent' categories.

Cablevision earned the highest rating for both of these industries, scoring 61% for its TV service and 60% for its internet service, earning it 'okay' status.

The only other company to receive an 'okay' rating was DirecTV for TV services. Every other company in these industries had a 'poor' or 'very poor' rating.

Only two companies registered improvements, with Verizon (+3 points) and AT&T (+1 point) both edging their TV services upwards.

But for many there were bigger falls, especially in internet provision where Bright House Networks and Time Warner were both down eight points and Cox Communications down seven points.

Data sourced from PR Newswire; additional content by Warc staff