Charter Communications, Time Warner Cable, Cox Communications and other internet and cable providers dominate the top ten poorest customer service ratings according to Customer Experience Matters.



Some of the highlights include:

USAA earned the top two spots for its insurance and banking businesses. Other companies at the top of the ratings are credit unions, Ace Hardware, Charles Schwab, Dollar Tree, Chick-fil-A, Sonic Drive-In, Hy-Vee, Costco, Trader Joe’s, Advantage, Publix, and H.E.B.

TV service providers and Internet service providers earned nine out of bottom 10 spots in the ratings.

For the second straight year, Charter Communications took the bottom spot. The rest of the firms in the bottom five are Time Warner Cable, Cox Communications, Optimum (i/o), and CareFirst.

The following companies earned ratings that were 15 or more points above their industry averages: USAA (insurance and banking), Alaska Airlines, credit unions, Advantage, Kaiser Permanente, TriCare, Charles Schwab, and Bright House Networks.

Five companies earned ratings that were 15 or more points below their industry averages: Apple Stores, US Airways, RadioShack, HSBC, and 21st Century.

Twenty-three percent of companies earned “strong” or “very strong” ratings, while 37% earned “weak” or “very weak” ratings.

Temkin Group also examined year-over-year results for the 171 companies that were in both the 2012 and 2013 Temkin Customer Service Ratings and found that:

Forty-four percent of companies improved their ratings while 47% experienced a decline.

Twenty companies showed double-digit increases, led by: Citibank (banking and credit cards), U.S. Bank, Hyundai, Nissan, Old Navy, Charles Schwab, Continental Airlines, and Piggly-Wiggly.

Eleven companies showed double-digit decreases, led by: LG, Giant Eagle, Toshiba, Cox Communications, ING Direct, and Budget.