TV, Internet Providers Deliver Worst Customer Experience, Research Shows

Cable and Internet service providers earned the lowest overall customer experience scores out of 20 industries including airlines, fast food chains, insurance carriers, utilities and wireless carriers, the 2015 Temkin Experience Ratings found. While cable TV and Internet providers have been at the bottom of the ratings for the past three years, this year the scores hit an all-time low, the ratings showed. Comcast was not only the lowest-scoring cable service and Internet provider, but it was also one of the lowest-scoring companies in the entire survey, listed at No. 289 overall out of 293 companies for its Internet service and ranked 291 overall for its cable service. To generate these ratings, Temkin asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success, effort and emotion. Temkin then averaged the three scores to produce each company's Temkin Experience Rating.