Broadband ISPs, CableCos Still Least Liked of Any US Industry A survey of 10,000 consumers has found that broadband ISPs and cable companies continue to have the worst customer satisfaction ratings of any industry in the United States -- despite countless, breathless claims by cable executives that things are improving. According to the 2016 Temkin Experience Ratings, TV service and Internet service providers tied with healthcare providers for the lowest average ratings in any industry.

These industries have been at the bottom of the Ratings for the past four years, "and their scores hit an all-time low this year," claims the firm. Of the 10 TV service companies examined in the survey, six received "very poor" ratings (below 50%): Bright House Networks(49%), Charter Communications (48%), Verizon (47%), Time Warner Cable (46%), AT&T (43%), and Comcast(37%). And of the eight Internet service companies examined by the study, four received "very poor" ratings: Time Warner Cable(48%), Charter Communications (48%), Cablevision (47%), and Comcast (40%). But Comcast continues to hold a very special place in the hearts of consumers as the least liked company in America's least-liked industries. "The poster child for poor customer experience in these industries—Comcast—was not only the lowest-scoring TV service and Internet service provider, but was also one of the lowest-scoring companies in the entire Ratings," states the report. "It ranked 289th overall out of 294 companies for its TV service and ranked 284th overall for its Internet service." It's worth noting that no company in the cable or broadband industries received anything higher than a "poor" rating . But among the best of the bad, DirecTV earned the highest score for the TV service industry with a rating of 57% and an overall rank of 182nd. "Internet and TV service providers are awful to consumers. The lack of competition continues to fuel this bad experience epidemic," states Bruce Temkin, managing partner of Temkin Group. "Internet and TV service providers are awful to consumers. The lack of competition continues to fuel this bad experience epidemic," states Bruce Temkin, managing partner of Temkin Group.







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IowaCowboy

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12 recommendations IowaCowboy Premium Member Give it 83 years 83 years is what it took to break up Bell System. Maybe in 83 years Comcast will be forced to split its TV business and Internet business into two companies, divest NBC Universal and allow third party ISPs access to their lines.



Comcast is a clear violation of the Sherman Antitrust Act.

Anondb24a

@comcast.net 4 recommendations Anondb24a Anon What amazes me is why people continue to pay tons of money to companies they despise. If a company pisses you off and cheats you and provides piss poor service, the average wuss American consumer just doesn't have the intestinal fortitude to tell them to go get bent. I realize there is almost no competition and consequently no choice of provider in many markets, but you do have a choice in how you much money you pay them.



TV & Phone alternatives are easy and numerous. Get rid of the ridiculous bundle, bust your internet service down to the minimum. Buy your own modem and router. Refuse to pay for "unlimited data" for a wire-line connection. Write hate mail and gnash your teeth and utter insane promises of vengeance you know you can never fulfill. The little man can only do so much, but if we all did the above we could not only save thousands but it would also make us feel much better as well. We only have ourselves to blame.

DocDrew

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2 recommendations DocDrew Premium Member How would you answer the 3 Temkin Experience Ratings questions?

Thinking of your most recent interactions with each of these companies, to what degree were you able to accomplish what you wanted to do?

Responses from 1= "completely failed" to 7= "completely succeeded"



2. Effort Component

Thinking of your most recent interactions with each of these companies, how easy was it to interact with the company?

Responses from 1= "very difficult" to 7= "very easy"



3. Emotion Component

Thinking of your most recent interactions with each of these companies, how did you feel about those interactions?

Responses from 1= "upset" to 7= "delighted" 1. Success ComponentThinking of your most recent interactions with each of these companies, to what degree were you able to accomplish what you wanted to do?Responses from 1= "completely failed" to 7= "completely succeeded"2. Effort ComponentThinking of your most recent interactions with each of these companies, how easy was it to interact with the company?Responses from 1= "very difficult" to 7= "very easy"3. Emotion ComponentThinking of your most recent interactions with each of these companies, how did you feel about those interactions?Responses from 1= "upset" to 7= "delighted"