For Customer Experience Professionals

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	June 11, 2009 Customer Experience Index 2008 Snapshot: TV Service Providers TV Service Providers Deliver Poor Experiences And Head In The Wrong Direction by Bruce D. Temkin with William Chu, Angela Beckers	Average: 8  (1 rating)

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Executive Summary

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.

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