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“Terrible” customers service haunts US TV service providers

Given the huge importance of service in the TV industry, it is something of a shock to discover that research from has found a clear lack of high quality in service to consumers in the US.

The study by the Temkin Group of more than 200 companies across 18 industries based on feedback survey of 10,000 US companies found that the average customer experience ratings for the TV services and Internet services industries placed them 16th and 17th, respectively, out of 18 industries in the study.

Only three companies received "okay" ratings, Namely, Bright House Networks (TV), Dish Network (TV), and Cablevision (Internet). Fifteen of the companies were rated "poor" and three received "very poor" ratings – naming and shaming Charter Communications (TV), Charter Communications (Internet), and EarthLink (Internet). Moreover out of all 206 companies in the 2012 Temkin Experience Ratings, EarthLink and Charter Communications were the two lowest-rated companies and eight of the bottom 19 companies came from these two industries.

Comparing 2012 with 2011, Temkin found modest improvement in customer experience for the TV services industry but a slight decline with Internet service providers. Seven companies saw their Temkin Experience Ratings increase by more than five percentage points: Cablevision (Internet), Comcast (Internet), AOL (Internet), Dish Network (TV), Bright House Networks (TV), DirecTV (TV), and Comcast (TV). Only one company had a decline of more than five percentage points: Cox Communications (Internet).

"Terrible customer experience remains an epidemic within the Internet services and TV services industries," commented somewhat damningly Bruce Temkin, author of the report and Managing Partner of Temkin Group.

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