In a survey of nearly 10,000 consumers, cable TV and internet services were ranked 16th and 17th out of 18 industries, according to the Temkin Group. The study asked customers to rate the companies based on their experiences with them, taking into consideration their interactions, how well their needs were met, and how easy it was to perform a task with the brand.
Most customers rated the 21 cable and internet providers covered by the study as "poor." Only three were ranked "okay" - Bright House Networks, Dish Network, and Cablevision - while another three earned "very poor" ratings - Earthlink and Charter Communications for both TV and internet.
"Terrible customer experience remains an epidemic within the Internet services and TV services industries," said author of the report and managing partner of Temkin Group Bruce Temkin.
Some customers may have low customer satisfaction and loyalty because of disappointing experiences with customer call centers that filter customer complaints through automated services, according to Business Insider. Clients may need to dig deeper or try something different to speak with someone who will actually listen to their problem, the source reports.
To break this cycle, large companies could depart from the production line mentality to listen to each customers' experience as well as rewarding agents that provide quality service, according to 1 to 1 media.