November 27, 2007

Customer Experience Index Snapshot: Internet Service Providers

This is the eighth 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 (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 10 Internet service providers that were included in the index. Some of our findings: BellSouth topped the list, Earthlink was the easiest to do business with, and Charter Communications landed at the bottom in every category.

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