June 11, 2009

Customer Experience Index 2008 Snapshot: TV Service Providers

TV Service Providers Deliver Poor Experiences And Head In The Wrong Direction

This is the 13th document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Angela Beckers

Executive Summary (This is a document excerpt)

Forrester asked more than 4,500 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 eight large TV service providers in the CxPi. While DirecTV, Bright House, and "other cable service providers" came out with the top scores in the industry, they only managed to collect "poor" ratings. Making matters worse, TV service providers ended up with the largest decline of any industry compared with 2007.

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.