Service Providers Do Not Rank High on Survey of "Top Customer Experience"

Video and telecommunications service providers do not tend to lead many, if any surveys of consumer satisfaction, for all sorts of reasons. (Click image for a larger view)

Aside from some cases where companies just make strategic mistakes (some years ago Sprint under-invested in its customer service personnel, and Qwest cut back too much on service and technical support personnel), cable, telco and satellite companies operate huge businesses with sometimes cumbersome back office software, sub-systems that do not seamlessly move data back and forth easily, selling products at prices that arguably do not allow as much room for "service" as one might prefer.

The recent rankings by Temkin do not deviate from the typical pattern. Video entertainment, mobile or fixed-line service providers just do not rank high on measures of customer experience satisfaction.









http://www.temkinratings.com/wp-content/themes/Temkin/assets/pdf/2011TemkinExperienceRatings_CompanyRankings.pdf