Data Snapshot: Channel Preferences and Cross-Channel Activity Benchmark, 2014

1404_DS_ConsumerChannelPreferenceBenchmark2014_COVERWe just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2014. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions.

Here’s the executive summary:

In January 2014, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different activities—such as opening an investment account or applying for a new credit card—and the frequency with which they perform common cross-channel activities. This data snapshot breaks down the results by age, examining how channel preferences and cross-channel activity levels vary across age groups. It also analyzes how cross-channel activity levels differ by mobile phone types.

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A key component of the research examines how consumers would like to complete 11 different interactions with companies. For seven of the activities, using a computer was the most popular or tied for the most popular channel. At the high end, 71% of consumers want to go online to check the delivery status of a purchase they’ve made. Two-thirds of consumers would prefer to go online to update their address on an account, purchase a new book, and check the balance on a saving or checking account.

But consumers do not want to do everything online. Less than one-third of consumers want to go online to open a new investment account or investigate a mistake in their monthly wireless bill. When it comes to resolving a technical problem on their computers or investigating a mistake on their cell phone bills, consumers most prefer talking to someone over the phone. And they want to meet in-person for activities such as purchasing a new auto insurance policy, selecting a life-insurance policy, and opening a new investment account.

Here are some additional findings from the research:

  • Across every age group, consumers most preferred to go online to update their address, check the balance on their savings or checking accounts, check the delivery status of a purchase, and purchase a book.
  • The phone is the preferred channel for more than half of consumers 55 and older who are investigating a mistake on their wireless bill and consumers 65 and older who are trying to resolve a technical issue with their computer.
  • Meeting with someone in person is the preferred channel for more than half of consumers 45 and older who want to open a new investment account, consumers 75 and older who want to purchase a new auto insurance policy, and consumers 55 and older who want to select a life insurance policy.
  • Forty-three percent of consumers check competitors’ prices on their mobile phone when they are in a store.
  • iPhone users are the most likely to do all of the cross-channel activities examined in the research while Windows Mobile users are the least likely (out of the four major mobile phone platforms).

The report has 19 data-filled charts. Here’s an excerpt from the first chart in the report that shows the channel preferences of consumers for 11 different activities (the report also includes details by age breakdowns for all of these activities):

1404_ChannelPreferences

The report also examines the frequency that consumers do five different cross-channel activities (the report also includes details by age breakdowns for all of these activities):

1404_CrossChannelActivities

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Top 10 Reasons I’m Proud To Be A CCXP

ccxp_logoYesterday I passed the exam to become a Certified Customer Experience Professional (CCXP).  Hip hip hooray!

Since I’m very excited about this for many different reasons across a variety of dimensions, I decided to share the top 10 reasons I’m proud to be a CCXP:

  1. We finally have a vendor-agnostic, independently-governed professional certification to recognize the many great people who work in the field of customer experience.
  2. I like the way my name looks with “CCXP” at the end of it.
  3. The CCXP establishes a common framework around six competencies required to succeed in the CX profession: Customer-Centric Culture, Voice of the Customer, Customer Insight, and Understanding, Organizational Adoption and Accountability, Customer Experience Strategy, Experience Design, Improvement, and Innovation, Metrics, Measurement, and ROI.
  4. I get giddy whenever I pass any test.
  5. The CCXP will bring additional credibility to the entire profession, making it more common for leaders in organizations to recognize that they “need to hire some CX professionals.”
  6. It would have been totally embarrassing if I had failed, because Parrish and I edited all of the questions.
  7. The CCXP will help sustain organizations’ focus and spending on CX, because executives will recognize that CX is an important discipline and not a fad.
  8. I can now match credentials with my friends who are doctors, lawyers, and accountants.
  9. The CCXP will encourage professionals to build and maintain their expertise at a high level, which will raise the overall quality of output from CX professionals.
  10. I’m proud of the Customer Experience Professionals Association (CXPA.org) for driving this forward and making it come to fruition. I remember the moment that the board of directors decided that certification was a key priority, it was at the CXPA Insight Exchange in San Diego two years ago. Since that moment, a lot of people have volunteered their time and energy to make the CCXP a reality. It’s a wonderful accomplishment for the entire CXPA community.

The bottom line: I’m proud to be Bruce Temkin, CCXP

USAA Tops 2014 Temkin Trust Ratings

We just published the 2014 Temkin Trust Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 268 organizations across 19 industries. Congratulations to USAA, which earned the top three ratings for its banking, insurance, and credit card businesses. The bottom of the ratings are dominated by TV service providers and Internet service providers. Overall, most companies and industries improved since last year.

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This is the fourth year that USAA has earned the highest trust ratings. The next 10 companies on the top of the 2014 ratings are Lexus dealers, credit unions, H.E.B., Trader Joe’s, Chick-fil-A, Publix, Costco, Amazon.com. BMW dealers, and PetSmart.

At the bottom of the 2014 Temkin Trust Ratings are three TV service providers: Charter Communications, Comcast, and Time Warner Cable. These three companies also showed up in the bottom 10 for their Internet services businesses, along with HSBC (for both credit cards and banking), Qwest, and US Airways.

1404TTR_TopBottom

Here’s how the industries compare with each other:

1404TTR_Industries

Here are some additional analysis from the 2014 Temkin Trust Ratings:

  • Led by credit cards and banking, 17 of the 19 industries improved their Temkin Trust Ratings between 2013 and 2014. Hotel chains were the only industry to experience a decline.
  • The five highest rated industries are grocery chains, investment firms, insurance carriers, retailers, and auto dealers.
  • The five lowest rated industries are TV service providers, Internet service providers, wireless carriers, health plans, and airlines.
  • 180 companies earned higher Temkin Trust Ratings in 2014 than they did in 2013, while only 50 had lower ratings.
  • The five companies with the largest improvement in Temkin Trust Ratings between 2013 and 2014 are CareFirst, T.J. Maxx, Best Buy, Cox Communications, and Apple Store.
  • The six companies with the largest decline in Temkin Trust Ratings between 2013 and 2014 are Holiday Inn Express, Hyatt, Coventry Health Care, Blackboard, Travelers, and Marriott.

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

The Temkin Trust Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “To what degree do you TRUST that these companies will take care of your needs?” Potential responses range from 1= “do not trust at all” to 7= “completely trust.” Temkin Trust Rating for a company is calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who responded with 1, 2, or 3.

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Temkin Ratings website
You can view a sortable list of results from the Temkin Trust Ratings as well as other ratings on the Temkin Ratings website.

The bottom line: Good news: Trust is on the rise

2014 Temkin Group CX Vendor Excellence Award Winners

CEVendorAward_logoToday we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners:

Allegiance

Clarabridge

Verint

Also, congratulations to the finalists: Confirmit, Enghouse Interactive, Mindshare Technologies, Qualtrics, and Walker.

In its second year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Nominees are rated based on their capabilities, results, and client feedback.

The CxVE Awards were judged by five noted customer experience experts: Mila D’Antonio (Editor-in-Chief at 1to1 Media), Denise Bahil (CX Transformist at Temkin Group), Desirree Madison-Biggs (Director of Customer Experience Insights & Advocacy at Symantec), Rick Meyreles (VP – Global Voice of Customer, World Service at American Express), and Bruce Temkin (Managing Partner & CX Transformist at Temkin Group).

I’ve included the first two section of the nomination forms submitted by the eight winners and finalists. Read more of this post

Introducing Amplify Empathy, Join the Movement!

In my CX trends for 2014, I labelled 2014 as the “Year of Empathy.” Rather than just observe “empathy” coming to life this year,  Temkin Group has decided to help accelerate this trend. How? With an initiative that we call Amplify Empathy.

3b bat hWe created Amplify Empathy as a catalyst for individuals to amplify empathy within their organizations. The Amplify Empathy page includes links to relevant content, a process for sharing ideas, and a badge for those who pledge to amplify empathy .

We also are announcing the Amplify Empathy Challenge where Temkin Group will award $2,500 to people who submit the best ideas for amplifying empathy.

I invite you to join the Amplify Empathy movement and make 2014 the “Year of Empathy.” Please join us on this journey by visitn the Amplify Empathy site, sharing your ideas, taking our Amplify Empathy pledge, and spreading the word. Tweet it out with #AmplifyEmpathy.

The bottom line: We succeed because we care.

2014 Temkin Experience Ratings: 19 Industry Results

I published posts for all 19 industries in the 2014 Temkin Experience Ratings.They rank each company in the industry, their change since last year, and the relative results for all the three components of the ratings: functional, accessible and emotional. Here are links to each industry:

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2014TER_Industries2> Airlines
> Appliance makers
> Auto dealers
> Banks
> Car rental agencies
> Computer makers
> Credit card issuers
> Fast food chains
> Grocery chains
> Health plans
> Hotel chains
> Insurance carriers
> Internet service providers
> Investment firms
> Parcel delivery services
> Retailers
> Software firms
> TV service providers
> Wireless carriers

 

Here’s my post with links to the industry details for 2012 and 2013.

See all of our ratings…Temkin Ratings website

Whirlpool Leads Major Appliance Makers in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Whirlpool is the highest-rated major appliance maker, earning a rating of 67% and placing 119th overall. Whirlpool also took the top spot in 2012. In its first year on the list, Hitachi is the lowest-rated major appliance maker, landing in 251st first with a rating of 52%.

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AppliancesA
Here are some additional findings from the appliances industry: Read more of this post

AOL Leads Internet Services Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

AOL is the highest-rated Internet service provider for the second year in a row, landing in 136th place overall with a rating of 65%. EarthLink came in a very close second with a rating of 64% and a rank of 144th after being near the bottom of the list for the past two years.

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InternetServiceA
Here are some additional findings from the Internet services industry: Read more of this post

Bright House Networks and DirecTV Lead Terrible TV Services Industry Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

TV service providers ended up with the lowest average score out of 19 industries in the ratings.

Bright House Networks continues its three-year reign as the highest-rated TV service provider, earning a rating of 63% and placing 160th overall out of 268 companies across 19 industries. While DirecTV has always ranked near the top of the list, this is its first year in second place, and it scored a 62% rating and placed 174th overall. At the other end of the spectrum, Comcast fell from the middle of the pack in 2013 to the very bottom of the pack in 2014, landing in 260th place overall with a rating of 47%.

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TVServiceA
Here are some additional findings from the TV services industry: Read more of this post

Toyota, Buick, and Lexus Lead Auto Dealers in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Toyota, Buick, and Lexus all earned a 74% rating—only narrowly surpassing Subaru—and tied for 59th place overall out of 268 companies across 19 industries. While this is both Buick’s and Lexus’s first time evaluated in the Ratings, this is Toyota’s second straight year in the top spot.

At the other end of the spectrum, Chrysler tumbled down the rankings from its “okay” rating in 2013 to a “poor” rating this year, finishing as the lowest-ranking auto dealer with a score of 50% and a ranking of 256th place. Kia and Dodge also declined in the ratings and received “poor” scores of 57% and 55% respectively, both hovering near the bottom of the auto industry rankings for the third year in a row.

AutoDealersA

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Here are some additional findings from the auto industry: Read more of this post

UPS Leads Parcel Delivery Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

For the first time, UPS is the highest-rated parcel delivery service with a rating of 75% and a rank of 49th overall. FedEx came in a very close second, scoring 74% and placing 59th overall. DHL is the lowest-scoring parcel delivery service, and the only one not to receive a “good” rating. It scored 53% and came in 246th place overall.

Download entire dataset for $395

ParcelDeliveryA
Here are some additional findings from the parcel delivery industry: Read more of this post

Kaiser Permanente and Humana Lead Health Plans in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Kaiser Permanente earned the top spot with a 68% rating, positioning the company in 109th place overall out of 268 organizations across 19 industries. Humana, meanwhile, earned a rating of 63% and placed 160th overall. While Kaiser Permanente consistently ranks near the top of the list—even taking first place in 2012—this year, Humana ascended from the middle of the pack to the top, improving its rating by an astonishing 12 percentage points.

At the other end of the spectrum, Coventry Health Care (BCBS) plummeted down the ranks after declining 18 percentage points from 2013, leaving it in last place across all 268 companies in the ratings with a score of 41%. Empire (BCBS), Highmark (BCBS), and Medicaid joined Coventry as the lowest-rated companies across any industry.

Download entire dataset for $395

HealthPlansA
Here are some additional findings from the health plan industry:

Read more of this post

Best Western and La Quinta Inn Lead Hotel Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Best Western took the top spot for the first time this year, earning a 69% rating and placing 102nd overall out of 268 companies across 19 industries. La Quinta Inn maintained its second-place position from last year with a rating of 67% and a rank of 119th overall. At the other end of the spectrum, Motel 6 and Super 8 tied for the lowest-ranking hotel chain, both landing in 260th place overall with a rating of 47% each.

Download entire dataset for $395

HotelsA
Here are some additional findings from the hotel industry: Read more of this post

Data Snapshot: Media Use Benchmark, 2014

1403_MediaUse_CoverWe just published a Temkin Group data snapshot, Media Use Benchmark, 2014This is the third year that we’ve published the benchmark that examines how much time U.S. consumers spend using different types of media.

Here’s the executive summary:

In January 2014, we surveyed 10,000 U.S. consumers about their media usage patters and compared the results to similar data we collected in January 2013 and January 2012. Our analysis examines the amount of time consumers spend every day watching television, browsing the Internet (for both work and leisure), reading books (both print and electronic), reading newspapers (both print and electronic), listening to the radio, and using a mobile phone. This data snapshot breaks down the results by income level, education level, and age, paying particular attention to how media usage varies across age groups.

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Here’s an excerpt from the first chart (out of 12) that shows the hours/day that U.S. consumers use different media.

1403_MediaUsageYears

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Regions and Credit Unions Lead Banking Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Regions and credit unions earned an 81% rating—only narrowly overtaking USAA and TD Bank—and tied for 8th place overall out of 268 companies across 19 industries. Credit unions scored the highest rating in both 2012 and 2013, while Regions earned the top spot in 2011. At the other end of the spectrum, HSBC received the lowest rating for any of the 16 banks for the second year in a row, landing in 226th place overall with a 56% rating. Fifth Third also tumbled down the rankings from its “good” rating in 2013 to have the second lowest score in the banking industry.

Download entire dataset for $395

BanksA
Here are some additional findings from the banking industry: Read more of this post

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