Only 3 of 21 organizations in the TV and Internet services space, including 11 Internet service providers (ISPs)– Bright House Networks (TV), Dish Network (TV) and Cablevision (Internet)– received “okay” ratings, according to the results of a January survey in which Temkin Group researchers queried 10,000 US consumers in order to rate the customer experience of 206 large companies across 18 industries.
Respondents rated 15 of the TV/Internet service providers included in the survey “poor” in terms of the customer experience, while three–Charter Communications (TV), Charter Communications (Internet) and EarthLink (Internet)–received “very poor” ratings, according to the 2012 Temkin Experience Ratings report.
Temkin rates customer experience along three dimensions: Functional, Accessible and Emotional. AOL, AT&T, Cablevision, Charter Communications, Comcast, Cox Communications, EarthLink, MSN, Qwest, Road Runner, and Verizon were the 11 ISPs whose customers Temkin queried regarding their experience. Respondents were asked to rate their experiences with ten TV service providers: AT&T, Bright House Networks, Charter Communications, Comcast, Cox Communications, DirecTV, Dish Network/EchoStar, Optimum (iO)/Cablevision, Time Warner Cable, and Verizon.
The average customer experience ratings to for the TV and Internet companies placed them 16th and 17th respectively, among the 18 industries covered in Temkin’s 2012 report. Only health plans scored lower. In addition, Charter Communications and EarthLink were the two lowest-rated companies, according to survey results, while eight of the 19 lowest-rated came from the TV and Internet services industry.
“Terrible customer experience remains an epidemic within the Internet services and TV services industries,” stated Bruce Temkin, author of the report and managing partner of Temkin Group, in a press release.
Despite the poor results, customer experience results for TV services for 2012 were actually modestly better than those of a year ago. But results for Internet services declined slightly during that period. Seven companies’ ratings rose by more than five percentage points year-over-year: Cablevision (Internet), Comcast (Internet), AOL (Internet), Dish Network (TV), Bright House Networks (TV), DirecTV (TV), and Comcast (TV). Ratings for only one company, Cox Communications (Internet), dropped more than 5%.