The Temkin Group, along with Telecompetitor, recently released the results of a new poll that asked 10,000 U.S. consumers to rate the customer experience of more than 200 major companies, encompassing 18 industries. The survey was split into three categories: how a particular company meets a consumer’s needs; how easy a consumer’s goal is met by the company; and how customers feel about their experience interacting with the company. Twenty-one TV and Internet companies appeared in the survey, and of them, 15 earned a “poor” rating when it came to customer experience, while three placed in the “very poor” classification (Earthlink, Charter TV, and Charter Internet). On the flip side, three TV and Internet companies did manage to eke out an “okay” rating: Bright House, Cablevision, and Dish Network.
For additional coverage, see http://www.broadbandreports.com/shownews/Most-ISPs-Rate-Very-Poorly-in-Temkin-Consumer-Study-118855