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:

Download entire dataset for $395

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%.

Download entire dataset for $395

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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.

Download entire dataset for $395

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%.

Download entire dataset for $395

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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.

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Download entire dataset for $395

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

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

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