Customer Experience Index Snapshot: TV Service Providers

November 21st, 2007

Bruce D. Temkin

With contributors:

Steven Geller , Olga Melnikova

Summary

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.

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