Pay TV, ISPs, Wireless Carriers Have low Customer Satisfaction, Temkin Says
TV, Internet service providers and wireless carriers rank worst on consumer satisfaction, with 21.4 percent of consumers surveyed in 2015 having had a bad experience with their ISP over the past six months, as did 20.4 percent of TV service…
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customers and 12.5 percent of wireless customers, Temkin Group said in a news release Wednesday. For ISPs and TV, those percentages are up from 2014 and 2013, while the 2015 numbers for wireless carriers were down slightly from 2014, Temkin said, saying TV service providers -- plus rental car agencies, which also had particularly high percentages of customers who had poor 2015 experiences -- could lose as much as 6.5 percent of their revenue due to bad customer experiences, based on its Revenues at Risk Index that looks at volume of bad experiences and the resulting revenue impact. Temkin singled out companies, including Comcast and Time Warner, where at least one quarter of customers had a bad experience. The Temkin Group numbers came from surveys of 10,000 consumers about their interactions with 315 companies in 20 industries. In a statement Wednesday, TWC said it was "disappointed in these rankings and ... optimistic that the many changes we introduced in the last couple of years and since will improve those perceptions over time. In addition to more reliable service, better TV experience and faster Internet speeds, we now offer our popular, industry-leading one hour arrival windows; new app-based self-service and service-on-demand options such as chat with a live agent 24/7 and enabling customers to schedule their call back from us or make an in-store appointment; and TechTracker feature which sends the technician's name, identification number and photo when the technician is en route to the home. If a customer loses service, we’ll even be at their home within 24 hours to resolve the issue." Comcast didn't comment.