USAA and Credit Unions Are Highly Recommended

The 2012 Temkin Loyalty Ratings quantifies the loyalty of consumers to 206 companies across 18 industries based on a survey of 10,000 U.S. consumers. I examined one of the three elements of loyalty in the ratings: the likelihood to recommend.

When comparing company ratings to industry averages, it turns out that USAA earns the top two spots. In credit cards and banking, USAA’s Temkin Loyalty Ratings are at least 25 percentage points above their industry averages. Credit unions are next in line, 24 points above the banking average.

At the bottom of the list is Charter Communications, 23 points below the TV service industry average. RadioShack and Citibank also fall far behind their industries.

The bottom line: Will your customers recommend your firm?

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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