TV providers, ISPs rank lowest in customer experience

DetailsMichelle Clancy | 19 March 2015

TV service providers and Internet service providers have once again earned the lowest overall customer experience scores, according to the 2015 Temkin Experience Ratings.

Of the 20 industries covered in the 2015 Temkin Experience Ratings, TV service and Internet service providers received the lowest average ratings, as they have for the past three years. This year, their scores hit an all-time low.

The poster child for poor customer experience in these industries Comcast was not only the lowest-scoring TV service and Internet service provider, but it was also one of the lowest scoring companies in the entire ratings index. It ranked 289th overall out of 293 companies for its Internet service and ranked 291st overall for its TV service.

Of the 17 companies that received "very poor" ratings (below 50%) across the 193 companies, 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. The lack of competition continues to fuel this bad experience epidemic," said Bruce Temkin, managing partner of Temkin Group.

At the other end of the spectrum, Cablevision earned the highest rating for both of these industries, with a rating of 61% (ranked 199th) for its TV service and a rating of 60% (ranked 207th) for its Internet service. The only other company to receive an "okay" rating above 60% was DirecTV for TV services.

Only Verizon (up 3 points) and AT&T (up one point) both for their TV services improved their ratings between 2014 and 2015. Bright House Networks (down 8 points), Time Warner for Internet (down 8 points), Cox Communications for TV ( down 7 points), and Cox Communications for Internet ( down 7 points) declined by the most.