AOL Earns Top Customer Experience Ratings Within Poor Group Of TV Service Providers & ISPs, According to Temkin Group

AOL earned the highest customer experience score in the TV/Internet Service Providers industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers. Overall, however, the TV Service Providers and ISPs averaged a 54% rating and come in last place out of 20 industries—despite the average rating of the industry improving by seven percentage-points between 2016 and 2017.

AOL took the top spot out of the 11 providers included in this year’s ratings, earning a score of 62% and coming in 276th place overall out of 331 companies across 20 industries. Bright House Networks and Charter Communications tied for second place, each with a score of 60%.

The ratings of all TV/Internet service providers in the 2017 Temkin Experience Ratings are as follows:

•AOL: 62%
•Bright House Networks: 60%
•Charter Communications: 60%
•DirecTV: 59%
•Dish Network: 58%
•Verizon: 57%
•AT&T: 56%
•Cablevision: 55%
•Cox Communications: 51%
•Time Warner Cable: 48%
•Comcast: 47%

“TV and Internet Service Providers once again deliver the worst customer experience of any industry we look at. It’s time for these companies to go beyond lip service and actually make the changes necessary to improve their customer experience ,” states Bruce Temkin, managing partner of Temkin Group.

The ratings for all providers increased between 2016 and 2017, with the exception of Cox Communications, whose score declined by one point. Charter Communications improved the most as it gained 12 points in the last year.

Now in its seventh year of publication, the 2017 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 331 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.

To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: 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?). Temkin Group then averaged these three scores to produce each company’s Temkin Experience Rating.

In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent,” while a score below 60% is considered “poor.”