November 21, 2007

Customer Experience Index Snapshot: TV Service Providers

This is the fourth document in the "Customer Experience Index" series.

by Bruce D. Temkin

with Steven Geller, Olga Melnikova

Executive Summary (This is a document excerpt)

Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index for 112 firms in nine industries. In this document, we take a closer look at the eight TV service providers included in the index. Some of our findings: TV service providers ended up eighth out of nine industries; DIRECTV led all other TV service providers in the rankings; and none of the firms scored well on enjoyability.

Buy Risk-Free

Download and print PDF immediately. Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.