Temkin Group CX Workshop in Boston on July 19 & 20

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Kaiser Permanente and TriCare Earn Top Customer Experience Ratings for Health Plans

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Kaiser Permanente and TriCare deliver the best customer experience of any health plan, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Of the 16 health plans we looked at, Kaiser Permanente earned the highest score with a rating of 57%, placing it 182nd overall out of 294 companies across 20 industries. TriCare came in second in the industry with a rating of 55% and an overall ranking of 199th. Kaiser Permanente and TriCare have been jockeying for the highest health plan score since the Ratings began in 2011. The only other health plans to receive ratings above “very poor” (above 50%) were Aetna, CIGNA, and United Healthcare. Meanwhile, Health Net received the lowest score of any health plan with a rating of 32%, putting it in 293rd place out of 294 companies.

Overall, the health plan industry averaged a 47% rating in the 2016 Temkin Experience Ratings and tied for last place out of 20 industries. The average rating of the industry decreased by seven percentage-points between 2015 and 2016, dropping from 54% to 47%.

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

USAA, State Farm, and The Hartford Earn Top Customer Experience Ratings for Insurance Carriers

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

USAA, State Farm, and The Hartford deliver the best customer experience in the insurance industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

USAA has maintained its position as the top-rated insurer for the sixth year in a row, earning a 73% rating and placing 28th out of 294 companies across 20 industries. State Farm and The Hartford tied for second place, each with a rating of 68% and an overall rank of 69th. While this is State Farm’s fifth straight year in second place, it is The Hartford’s first time in the top two. Of the 15 insurance carriers evaluated, Nationwide was the only one to improve its score over the past year, increasing from 63% in 2015 to 64% in 2016, which put it in 110th place overall.

At the other end of the spectrum, 21st Century and American Family tied for being the lowest-rated insurance carrier, each receiving a score of 47% and placing 264th overall. This is 21st Century’s sixth straight year at the bottom of the pack, while American Family found itself in last place after falling 14 percentage points, the most of any insurer, in the last year.

Overall, the insurance industry averaged a 61% rating in the 2016 Temkin Experience Ratings and came in 7th place out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 66% to 61%.

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

Google and Symantec Earn Top Customer Experience Ratings for Software Firms

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Of the 10 software firms we looked at, Google earned the highest score for the second year in a row with a rating of 66%, putting it in 89th place overall out of 294 companies across 20 industries. Symantec came in a close second with a rating of 65% and a rank of 100th overall. Additionally, Symantec was the only software firm to improve its rating between 2015 and 2016, increasing by two percentage points.

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Read more of this post

Amazon, Barnes & Noble, and Hewlett-Packard Earn Top Customer Experience Ratings for Computers and Tablets

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Amazon (Kindle), Barnes & Noble (Nook), and Hewlett Packard deliver the best customer experience in the computer and tablet industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Amazon took the top spot for the second year in a row, earning a rating of 73% and placing 28th overall out of 294 companies across 20 industries. Barnes & Noble and Hewlett-Packard tied for the distant second spot out of 12 firms in the industry, each receiving a rating of 61% and an overall rank of 142nd.

At the other end of the spectrum, eMachines and Compaq tied for the lowest-rated computer and tablet maker, each with a rating of 44% and an overall ranking of 278th.

Overall, the computer and tablet industry averaged a 59% rating in the 2016 Temkin Experience Ratings and came in 9th place out of 20 industries. The average rating of the industry decreased by four percentage-points between 2015 and 2016, dropping from 63% to 59%.

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Here are some additional findings from the computer and tablet industry: Read more of this post

TV and Internet Service Providers Deliver the Worst Customer Experience

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

TV service providers and Internet service providers received the lowest overall customer experience scores, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Of the 20 industries covered in the 2016 Temkin Experience Ratings, TV service and Internet service providers tied with healthcare providers for the lowest average ratings. These industries have been at the bottom of the Ratings for the past four years, and their scores hit an all-time low this year.

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The poster child for poor customer experience in these industries—Comcast—was not only the lowest-scoring TV service and Internet service provider, but was also one of the lowest-scoring companies in the entire Ratings. It ranked 289th overall out of 294 companies for its TV service and ranked 284th overall for its Internet service.

Of the 10 TV service companies we looked at, six received “very poor” ratings (below 50%): Bright House Networks (49%), Charter Communications (48%), Verizon (47%), Time Warner Cable (46%), AT&T (43%), and Comcast (37%). And of the eight Internet service companies we looked at, four received “very poor” ratings: Time Warner Cable (48%), Charter Communications (48%), Cablevision (47%), and Comcast (40%). Read more of this post

True Value, Amazon.com, and O’Reilly Auto Parts Earn Top Customer Experience Ratings for Retailers

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

True Value, Amazon.com, and O’Reilly Auto Parts deliver the best customer experience in the retail industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

True Value took the top spot with a rating of 78%, placing it 3rd overall out of 294 companies across 20 industries. Furthermore, out of the 46 retailers included in the Ratings, it was the only one to improve its score from last year. Amazon.com and O’Reilly Auto Parts tied for the second spot, each earning a rating of 76% and an overall rank of 9th. QVC and Dollar Tree also made it into the top twenty overall as each received a rating of 75%, which put them both in 12th place.

1605_Retailers_Rank_2At the other end of the spectrum, RadioShack was at the bottom of the list for the sixth straight year, earning a rating of 55% and an overall rank of 199th.

Overall, the retail industry averaged a 69% rating in the 2016 Temkin Experience Ratings and came in 3rd place out of 20 industries. The average rating of the retail industry decreased by five percentage-points between 2015 and 2016, dropping from 74% to 69%.

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

Publix and H-E-B Earn Top Customer Experience Ratings for Supermarkets

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Publix and H-E-B deliver the best customer experience in the supermarket industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

This year supermarkets earned the three highest scores in the entire Ratings. Publix took the top spot for the second year in a row with a rating of 81%, putting it in 1st place out of the 294 companies across 20 industries. H-E-B came in second with a score of 79%, while Kroger and Save-a-Lot tied for third place, each with a score of 78% and a 3rd overall ranking.

Of the 20 supermarkets included in the Ratings, two more—Wegmans and Aldi—also made it into the top ten, ranking 7th and 9th respectively. At the other end of the spectrum, Vons spent its first year in the Ratings at the bottom of the industry with a score of 63% and a rank of 125th.

Overall, the supermarket industry averaged a 74% rating in the 2016 Temkin Experience Ratings and placed 1st out of 20 industries.

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

Chick-fil-A and Subway Earn Top Customer Experience Ratings for Fast Food Chains

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Chick-fil-A and Subway deliver the best customer experience in the fast food industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Chick-fil-A took the top spot for the fifth year in a row with a rating of 78%, putting it in 3rd place out of 294 companies across 20 industries. Subway, meanwhile, came in second with a rating of 75% and an overall ranking of 12th.

At the other end of the spectrum, McDonalds and Burger King tied as the lowest scoring fast food restaurants. Each received a rating of 65%, putting them in 100th place. Only three other fast food chains failed to earn at least a “good” rating: Baskin Robbins, KFC, and Domino’s.

Overall, the fast food industry averaged a 71% rating in the 2016 Temkin Experience Ratings and placed 2nd out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 76% to 71%.

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

Florida Power & Light and Southern California Gas Company Lead Utilities in Customer Experience

Temkin Experience RatingsWe recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Out of 17 utility companies we looked at, Florida Power & Light and SoCalGas tied for the top spot. Each earned a rating of 67%, which put them both in 83rd place overall out of 294 companies across 20 industries.

At the other end of the spectrum, Columbia Natural Gas was the lowest-rated utility company, with a score of 44% and an overall rank of 278th.

Overall, the utilities industry averaged a 57% rating in the 2016 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 62% to 57%.

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

MetroPCS, Virgin Mobile, and TracFone Lead Wireless Carriers in Customer Experience

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

MetroPCS, Virgin Mobile, and TracFone tied for the top spot out of seven wireless carriers in the 2016 Temkin Experience Ratings. They each earned a score of 63%, which put them all in 125th place overall out of 294 companies across 20 industries. MetroPCS shot to the top of the rankings by virtue of being the only wireless carrier out of the seven we looked at to improve its rating over the past year. Virgin Mobile maintained its top spot from the previous year, despite dropping five percentage-points, while TracFone’s rating stayed steady from 2015.

At the other end of the spectrum, Sprint was the lowest-ranked wireless company for the second year in a row, receiving a rating of 54% and an overall ranking of 211th.

Overall, the wireless industry averaged a 58% rating in the 2016 Temkin Experience Ratings and tied for 10th place out of 20 industries. Although every industry’s average dropped between 2015 and 2016, the wireless industry decreased the least, only going down 3 percentage-points.

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

Senator Corey Booker Shines Light On Darkness

Senator Corey Booker delivered yesterday’s commencement speech at my son’s graduation from The George Washington University. Despite the unusually cold and windy setting, Booker was captivating and inspiring. He shared lessons that he had learned from his father, as well as from the death of Hassan Washington, a teenager who was shot and killed in Newark. I urge you to watch…

One of the lessons that Booker shared is important for all of us to consider in our interactions with others:

Don’t give in to cynicism. It is a toxic spiritual state. You’ve got to be one that, wherever you are, like a flower, you’ve got to blossom where you’re planted. You cannot eliminate darkness. You cannot banish it by cursing darkness. The only way to get rid of darkness is light, and to be the light yourself.

What can we do to be the light that inspires employees, improves the lives of our customers, or makes the world a better place for even one person?

The bottom line: We are all the light that can eliminate darkness.

Temkin Well-Being Index for U.S. Consumers Drops in 2016

Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements.

The TWBi is based on a survey of 10,000 U.S. consumers in January. The overall index is an average of three measurements representing the percentage of U.S. adults (18 and older) who agree with these statements:

  • I am typically happy
  • I am healthy
  • I am financially secure

While we began publishing the TWBi in 2014, we’ve been tracking it since 2012.  As you can see in the figure below:

  • After the TWBi increased in 2013 and 2014 two years, it fell for the second straight year. The drop this year, 1.9 points, is the largest change we’ve seen.
  • All three areas of the TWBi dropped since last year. While there was a small drop in financial security (-0.4 points), happiness dropped 2 points, and healthiness dropped 3.3 points. The drop in healthiness is the largest change we’ve seen in any area.
  • When comparing 2016 to 2012, we find that U.S. consumers are slightly less happy, a little healthier, and much more financially secure.

We’ll be examining 2016 TWI by age and gender in an upcoming post.

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The bottom line: U.S. consumers are a lot less healthy this year

USAA and Publix Top 2016 Temkin Forgiveness Ratings

We just published the 2016 Temkin Forgiveness Ratings, the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries (see .pdf with full list). You can see all of the company data on the Temkin Ratings website.

Download dataset for $295 (see sample file)

USAA ‘s banking business and Publix took the top spots in the 2016 Temkin Forgiveness Ratings. USAA (credit cards), Amazon.com (for retail and computer & tablets), Food Lion, H-E-B, Wawa Food Markets, and Kroger fill out the top spots.

Comcast (for both TV service and Internet service) earned the lowest Temkin Forgiveness Ratings. Other firms on the bottom of the ratings are Charter Communications (TV service and Internet service), Motel 6, Health Net, Time Warner Cable (TV service and Internet service), Cox Communications and Anthem.

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Additional highlights of the 2016 Temkin Forgiveness Ratings: Read more of this post

Happy 5th CXPA! From A Proud Founder

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Five years ago I announced the creation of the Customer Experience Professionals Association in a blog post called…

Announcing The CXPA; Customer Experience Professionals Unite!

In that post, I listed these objectives that co-founder Jeanne Bliss and I had for the CXPA:

  • There are many customer experience networking groups, but the industry has hit a stage where it needs a single, collective voice to map its evolution.
  • We want to help customer experience professionals embed customer experience management skill sets across their organization.
  • Our goal is to identify standards and best practice approaches and transfer those skills across the industry.
  • We want to ensure that that customer experience management continues to generate a vibrant set of opportunities for customer experience practitioners.

Five years later, we have a thriving global community of more than 4,000 customer experience professionals that has made strides across all of those objectives. Here’s a sampling of the great things that the CXPA has accomplished:

  • We’ve had 100’s of local networking events where CX professionals discuss best practices, network, and hang out with each other. I’ve had the opportunity to attend a couple dozen of these sessions and am amazed at how much energy there is when CX professionals get together.
  • Next week we’ll be holding our 6th Insight Exchange in Atlanta where more than 300 CX professionals will participate in an intense two-days of sharing. These are great events, that are unlike any others in the industry. Rather than focusing on one-way presentations, we create environments where people learn from and share with each other. This special sauce is called member-to-member, or just plain M2M. We also recently held our second European Insight Exchange.
  • We’ve also created CX Day, which is an annual celebration of great customer experience and the professionals who make it happen (mark your calendar for October 5th!). It’s an exciting day where CX professionals around the world join together.
  • There are amazing educational resources for members. Our online community offers great content, from CX tools to webinars. And our members actively share their learnings with each other through rich online conversations. They can even query a group of CX Experts to get answers to specific questions.
  • We’ve created a Mentor Match Program, where the CXPA connects individual members together to form mentorship relationships.
  • And one of the most important things that we’ve done is to create the Certified Customer Experience Professional (CCXP) designation. Having an independent certification system is a critical step in the evolution of our profession, Here’s what I wrote about being a CCXP.

I’ve been amazed to see the passion and commitment that our members have to the association and to each other. CXPA members are more than just people who pay an annual fee to belong to a professional association. We’re family.

I’m so proud to be a member of the CXPA family!

 

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