The latest industry rankings of customer satisfaction produced by the American Customer Satisfaction Index show that internet service providers continue to rank dead last in customer satisfaction. That is not unusual.
I cannot remember a time since at least the early 1980s when network-based services such as subscription TV services did not rank last to near the bottom in ACSI rankings. As usual, mobile service is the highest-ranked of the connectivity services.
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Perhaps those rankings have something to do with the recurring nature of the charges. Most other subscription services also rank in the lower third of the industry indexes. Most of the industries in the top half of the rankings sell products purchased episodically.
As always, some ISPs get higher satisfaction rankings than others.
Some industries that once were low ranked have improved. Airlines provide an example. In 2007 the airline industry had a ranking of 63. Today airlines have a rank of 75. That is very close to an all-time high for airline ACSI scores.
Over the last four decades, few connectivity industries have improved much, though mobility service has to be the segment that climbed the most. Now scoring about 73, mobile phone service has improved since ACSI began tracking the industry in 2004.
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