The survey measured Web site usability in several ways, including how willing a company is to respond to specific questions, whether a site can be trusted with users' personal data and general navigation and accessibility.

The Customer Respect Group analyzed 55 global companies in the telecommunications, wireless and cable industries, as well as -- for the first time -- Mobile Virtual Network Operators (MVNO).

Overall, the industry scored a 5.9 out of 10 -- better than average for a range of industries and marginally better than they did in the last report on telecom sites six months ago. Traditional telecommunications and wireless companies scored consistently higher than cable companies and MVNOs, according to the report.

"Telcos, in general, have made their Web sites easier to use over the last six to 12 months, but with a caveat," said Terry Golesworthy, president of The Customer Respect Group. "They're continuing to improve for the mainstream user with broadband access. But their support for people who have dial-up or certain mobility disabilities or visual impairments like color blindness has gotten weaker. And there are quite a broad spectrum of people that fall into that category."

Wireless companies led the way in usability, while MVNOs were at the back of the pack, Golesworthy said. For example, while 78 percent of wireless companies provided good self-help options online, just 7 percent of MVNOs did so, he said.