Good News: Customer Experience is Improving
March 15, 2012 3 Comments
The 2012 Temkin Experience Ratings report provides data on the change in ratings between 2011 and 2012, but I decided to provide a bit more detail in this post. Why? Because it’s good to see that companies are making improvements.
We added six industries and over 60 companies in the 2012 ratings, so I isolated the 139 companies that were in both the 2011 and 2012 Temkin Experience Ratings. Here’s how the customer experience scores for those companies changed:
As you can see in the chart, more companies improved than declined:
- The percentage of good/excellent companies increased from 16% in 2011 to 19% in 2012.
- The percentage of poor/very poor companies decreased from 51% in 2011 to 44% in 2012.
- 53% of companies improved by more than one percentage point and 30% declined by more than one point.
- 29% of companies improved by more than five points and 10% declined by five points or more.
The bottom line: There may be little CX excellence, but companies are getting better