Wireless, Internet Customer Experience Leaders Named

By Craig Galbraith Comments
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**Editor's Note: Which is America's top wireless network? Click here to see what we discovered.**

Temkin Group, the research and consulting group, is out with its annual "2014 Temkin Experience Ratings" – and some of the companies at the top might surprise you.

The firm ranked 268 companies in a variety of industries, including wireless and Internet service.

Tracfone, best known for its presence in Wal-Mart stores, finished first in the wireless category, followed in order by AT&T, Virgin Mobile and T-Mobile – which finished in a three-way tie for second – then Verizon Wireless, MetroPCS, Sprint and U.S. Cellular.

In the Internet services category, AOL finished in first place, followed in order by EarthLink, Cox, Cablevision, AT&T, Verizon, MSN, Charter Communications, Time Warner, CenturyLink and Comcast.

Temkin surveyed 10,000 U.S. consumers to get its results. The company asked respondents to evaluate their experiences with a company across three dimensions: functional (can you do what you want to do?), accessible (how easy is it to work with the company?), and emotional (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce a company's experience rating.

What's disturbing about the report is that none of the companies in the wireless or Internet categories scored any higher than 119 (Tracfone) out 268. U.S. Cellular finished almost dead last (264) overall, and Comcast was only slightly higher, at 260.

Grocery chain H.E.B. finished tops in Temkin's rankings.

Follow senior online managing editor @Craig_Galbraith on Twitter.

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