Electrolux and Samsung Lead Appliances Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the major appliances industry:

  • The average rating for appliances places it at number 16 out of 19 industries.
  • The industry had the largest decrease of any industry this year, with its average rating dropping from 62.5% in 2012 to 59.1% in 2013.
  • The most highly ranked appliance firm is Electrolux, with a rating of 65% at #123 in the rankings. It considerably outperformed other firms in the the emotional component of the ratings.
  • All the companies declined except the top-rated Electrolux (which wasn’t studied last year) and the second-place Samsung.
  • The lowest-ranked firms are Toshiba and LG, tied at #208 with a rating of 55%. That’s a nine percentage point decline for LG, and a seven percentage point decline for Toshiba since 2012.
  • LG considerably under performed in functional component and Toshiba considerably under performs in accessible.
  • Bosch out performs the industry average for accessible, but under performs in the other two components. It also suffered a nine percentage point decline since last year.
  • Here’s a link to industry results from the 2012 ratings.

Download entire dataset for $395

Appliances1 Appliances2

Temkin Ratings website

About Bruce Temkin
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, marketing, interaction design, customer service, and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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