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[STK]
[IN] TVN BRD
[SU] SVY
TO BUSINESS EDITORS:
Bright House Networks and DirecTV Earn Top Customer Experience Ratings
Among Abysmal TV Service Provider Scores, According to Temkin Group
WABAN, Mass., March 27, 2014 /PRNewswire/ -- Bright House and DirecTV
deliver the best customer experience in the TV services industry,
according to the 2014 Temkin Experience Ratings, an annual ranking of
companies based on a study of 10,000 U.S. consumers.
Bright House continues its three-year reign as the highest-rated TV
service provider, earning a rating of 63% and placing 160th overall
out of 268 companies across 19 industries. While DirecTV has always
ranked near the top of the list, this is its first year in second
place, and it scored a 62% rating and placed 174th overall. At the
other end of the spectrum, Comcast fell from the middle of the pack in
2013 to the very bottom of the pack in 2014, landing in 260th place
overall with a rating of 47%.
"Consumers give TV service providers the lowest scores, highlighting
an epidemic of terrible customer experience across the industry,"
states Bruce Temkin, managing partner of Temkin Group.
Here are some additional findings from the TV services industry:
-- The ratings of all TV service providers in the 2014 Temkin
Experience Ratings are as follows: Bright House (63, DirecTV (62%),
Dish Network/EchoStar (60, Cox Communications (58%), Optimum
(iO)/Cablevision (56, Verizon (54%), AT&T (53%), Time Warner
Cable(52, Charter Communications (48%),and Comcast (47%).
-- Cox Communications (+7 points), DirecTV (+4 points),and Time Warner
Cable(+4 points)improved their ratings the most between 2013 and 2014.
-- Comcast (-6 points), Optimum (iO)/Cablevision (-3 points), and
Charter Communications (-2 points) were the only TV service providers
whose ratings declined between 2013 and 2014.
-- Overall, the TV services industry averaged a 54% rating in the 2014
Temkin Experience Ratings, making it the lowest ranked of any of the
19 industries. However, TV services is still one of the 15 industries
to improve its rating over the past year, though it only increased by
0.4 percentage points.
Now in its fourth year of publication, the 2014 Temkin Experience
Ratings examines the quality of the customer experience delivered by
268 organizations across 19 industries: airlines, appliance makers,
auto dealers, banks, car rental agencies, computer makers, credit card
issuers, fast food chains, grocery chains, health plans, hotel chains,
insurance carriers, Internet service providers, investment firms,
parcel delivery services, retailers, software firms, TV service
providers, and wireless carriers.
To generate these ratings, Temkin Group asked consumers to evaluate
their experiences with a company across three dimensions: functional
(can you do what you want to do?), accessible (how easy is it to work
with the company?), and emotional (how do you feel about the
interactions?). Temkin Group then averaged these three scores to
produce a 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."
The 2014 Temkin Experience Ratings, along with other ratings, can be
accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report "2014 Temkin Experience Ratings" is available for
download at the Customer Experience Matters@blog
(ExperienceMatters.wordpress.com) and at the Temkin Group website,
www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading
customer experience research and consulting firm. Many of the world's
largest brands rely on its insights and advice to steer their
transformational journeys, and Temkin Group accelerates their results
by combining customer experience thought leadership with a deep
understanding of organizational dynamics. Rather than layering on
cosmetic changes, Temkin Group helps companies embed practices within
their culture by building four critical competencies: Purposeful
Leadership, Employee Engagement, Compelling Brand Values, and Customer
Connectedness. The firm's ongoing research identifies leading and
emerging best practices for engaging the hearts and minds of
customers, employees, and partners. For more information, contact
Bruce Temkin at 617-916-2075 or send an email.
*Customer experience matters is a registered trademark of Temkin
Group.
Read more news from Temkin Group.
SOURCE Temkin Group
-0- 03/27/2014
/Web Site: http://temkinratings.com
CO: Temkin Group
ST: Massachusetts
IN: TVN BRD
SU: SVY
PRN
-- PH91322 --
0000 03/27/2014 12:30:00 EDT http://www.prnewswire.com
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