2014 Temkin Experience Ratings
March 4, 2014 4 Comments
We just published the 2014 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 268 organizations across 19 industries. Congratulations to H-E-B, Trader Joe’s, Chick-fil-A, and Publix, the top firms in this year’s ratings:
Download report for FREE You can also download the data for $395.
The Temkin Experience Ratings are based on evaluating three elements of experience:
- Functional: How well do experiences meet customers’ needs?
- Accessible: How easy is it for customers to do what they want to do?
- Emotional: How do customers feel about the experiences?
Here are the top and bottom companies in the ratings:
Here’s how the industries compare with each other:
In this year’s ratings, 37% of companies earned “good” or “excellent” scores, while 25% are rated as “poor” or ”very poor.” Companies with at least a “good” rating stayed flat over 2013, but have grown by 21 percentage-points since 2011. Led by credit card issuers with an average increase of 4.1 points, 15 of the 19 industries earned a higher rating in 2014 than they did in 2013. Only four industries declined over the previous year: Parcel delivery services, retailers, rental car agencies, and hotel chains.
Of the 243 companies that are included in both the 2013 and 2014 Temkin Experience Ratings, 48% of the firms increased by one point or more while 32% declined by at least one point. EarthLink, Regions, Humana, Morgan Stanley Smith Barney, and Capital One improved the most. Coventry Health Care, US Cellular, Marriott, Fifth Third, and Chrysler declined the most.
Get the Data
Do you want to see all of the data from the 2014 Temkin Experience Ratings? You can purchase an excel spreadsheet for $395…
To view all of our ratings (experience, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website…
The bottom line: Customer experience is improving, but there’s still a long way to go
does the report only cover B2C companies?
Ali, Yes. The Temkin Experience Ratings are only a consumer-based (B2C) set of ratings.
Are there plans to expand to B2B companies
Always looking for a good way to do that broadly in B2B. But we’ve done it for the IT industry industry in the report 2013 Temkin Experience Ratings of Tech Vendors