March 19, 2009

Customer Experience Index 2008 Snapshot: Internet Service Providers

ISPs Are Not Enjoyable To Work With

This is the fifth document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Steven Geller

Executive Summary (This is a document excerpt)

Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document, we examine the nine large Internet service providers (ISPs) in the index. AOL garnered top honors in the overall CxPi as well as in all three components of the index, followed by AT&T. Charter Communications, on the other hand, took last place and dropped the most from 2007.

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