Crappiest company for customer service? Hello, Charter!

And they wonder why they’re walking the path of bankruptcy.

Struggling Charter Communications scored the lowest among 114 companies across a dozen industries in an annual customer experience survey of more than 4,500 consumers by Forrester Research. The global research giant said in a paper detailing the results of the study conducted online during the fourth quarter that it asked the consumers about usefulness, ease of use, and enjoyability of their experiences with the companies. Based on the responses, Forrester calculated a “Customer Experience Index” on a 1-100 scale for each company. Barnes & Noble (92) and USAA (91) topped the rankings, while Charter, which was in the bottom 10 last year, placed 111th for its TV service with a score of 40 and 114th for its Internet service at 32. In between were Blue Shield of California at 39 and Medicaid at 38. – From madison.com

Only 11 percent of companies garnered a rating of “excellent” in this year’s Customer Experience Index of large US firms, released today by Forrester Research, Inc. (Nasdaq: FORR). Forrester asked more than 4,500 consumers about their interactions with 114 companies across 12 different industries and developed its Customer Experience Index based on the usefulness, ease of use, and enjoyability of those experiences. Thirty-eight percent of firms were rated as “poor” or “very poor.” Barnes & Noble topped Forrester’s ranking, while Charter Communications received the lowest score. Compared with last year, banks made the largest improvements, led by U.S. Bancorp, SunTrust, and Citibank. Meanwhile, Time Warner Cable, Charter Communications, and Blue Shield of California had the largest decline. – From CNBC