The Temkins Experience Research asked 10,000 U.S.
consumers to rate their recent interactions with companies across three
dimensions of their experience: functional, accessible, and emotional, using
their responses to rate 246 companies across 19 industries.
Thirty-seven percent of companies received a “good” rating
or better, an increase over 28% of companies in 2011 and 16% in 2010.
Grocery chains, fast food chains, parcel delivery services,
and retailers earned the highest average scores while TV service providers,
health plans, and Internet service providers earned the lowest.
Publix and Trader Joe’s have the highest functional ratings,
Ace Hardware has the highest accessible rating, and Publix has the highest
emotional rating. Wireless carriers improved the most and appliances declined
the most since last year. Citibank, TriCare and TD Ameritrade made the biggest
gains while Alamo and Budget lost the most
ground.
"Bad customer experience is an ongoing epidemic in the
TV services sector," states Bruce Temkin , managing partner of Temkin
Group told mediapost.com. "Even the best firm in the industry is rated in
the bottom third of all companies."
Temkin says Bright House Networks and Dish Network were tied
for 166th out of all 246 companies in the ratings across industries -- lower
rated than many companies in the parcel delivery service, grocery and fast
-food industries. The two companies earned "okay" ratings.
At the opposite end of TV distributors, Temkin rates Time
Warner Cable (244th place, tied with Days Inn ) and Charter Communications
(239th place) with the lowest marks.
The ratings looked at 10 TV multichannel distributors --
AT&T (233rd place), Bright House Networks, Cablevision (182nd place,
Charter Communications, Comcast (222nd), Cox Communications (232nd place),
DirecTV (191st place), Dish Network, Time Warner Cable, and Verizon (222nd
place).
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