Report: 2013 Temkin Experience Ratings
We published the 2013 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 246 organizations across 19 industries. Congratulations to the top firms in this year’s ratings: Publix, Trader Joe’s, Aldi, Chick-fil-A, Amazon.com, and Sam’s Club.
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You can also download the data for $395.
The Temkin Experience Ratings are based on evaluating three elements of experience:
- Functional: How well do experiences meet customers’ needs?
- Accessible: How easy is it for customers to do what they want to do?
- Emotional: How do customers feel about the experiences?
Here are the top and bottom companies in the ratings:
Here’s how the industries compare with each other:
(NOTE: We have published posts on the detailed results for all 19 industries)
Here are the companies that are leaders and laggards across the 19 industries:
In this year’s ratings, 37% of companies earned “good” or “excellent” scores, while 28% are rated as “poor” or ”very poor.” Companies with at least a “good” rating grew by nine-percentage points since 2012 and by 21-points since 2011. Of the 203 companies that are included in both the 2012 and 2013 Temkin Experience Ratings, 57% firms had at least a modest increase. The companies that made the largest improvement over 2012 are Citibank, TriCare, TD Ameritrade, Office Depot, EarthLink, Hardees, and Regions Bank.
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Do you want to see all of the data? You can purchase an excel spreadsheet for $395…
To view all of our ratings (experience, loyalty, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website…
The bottom line: Customer experience is improving, but there’s still a long way to go
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Filed under 2013 Temkin Ratings, Benchmarks, Temkin Group Research, Trends
Tagged with AAA, Ace Hardware, Adobe, Advance Auto Parts, AirTran Airways, ALamo, Alaska Airlines, Aldi, Allstate, Amazon.com, American Airlines, American Family, Ameriprise Financial, Anthem (BCBS), Apple, Apple Store, AT&T, AutoZone, Avis, Bank Of America, Barnes & Noble, Bed Bath & Beyond, Best Buy, BJs Wholesale Club, Blackboard, Blue Shield of California, Bright House, Budget, Burger King, Cablevision, Capital One, CareFirst (BCBS), Charles Schwab, Charter Communications, Chase, Chevrolet, Chick-fil-A, Chrysler, Cigna, Citibank, Citigroup, Citizens, Comcast, Comfort Inn, Compaq, Continental Airlines, Costco, Courtyard By Marriott, Coventry Health Care, Cox Communications, Crowne Plaza, CVS, Dairy Queen, Days Inn, Dell, Delta Airlines, DirecTV, Discover, DISH Network/EchoStar, Dodge, Dollar, Dollar General, Dollar Tree, Domino's, Dunkin' Donuts, E*Trade, Earthlink, eBay, Edward Jones, Electrolux, eMachines, Empire BCBS, Enterprise, Fairfield Inn, Family Dollar, Farmers, Fidelity Investments, Fifth Third, Food Lion, Ford, GameStop, Gap, Gateway, GE, Geico, Giant Eagle, Google, H.E.B, Hampton Inn, Hardees, Health Net, Hertz Acer, Hewlett-Packard, Highmark BCBS, Hilton, Holiday Inn, Holiday Inn Express, Home Depot, Honda, HSBC, Humana, Hy-Vee, Hyatt, Hyundai, ING Direct, Intuit, Jack in the Box, JCPenney, JetBlue Airlines, Kaiser Permanente, KFC, Kia, Kmart, Kohl's, Kroger, La Quinta, Lenovo, LG, Liberty Mutual, Little Caesar's, Lowe's, Macy's, Marriott, Marshalls, McAfee, McDonalds, Medicaid, Medicare, Merrill Lynch, MetLife, MetroPCS, Microsoft, Morgan Stanley Smith Barney, Motel 6, MSN, Nationwide, Nissan, Nordstrom, O'Reilly Auto Parts, Office Depot, OfficeMax, Old Navy, Optimum (iO)/Cablevision, PetSmart, Piggly Wiggly, Pizza Hut, PNC, Progressive, Publix, Quality Inn 21st Century, Quiznos, QVC, Qwest, RadioShack, Regions, Rite Aid, Road Runner, Ross, Safeway, Sam Club, Samsung, Save-a-Lot, Scottrade, Sears, ShopRIte, Sonic Drive-In, Sony, Southwest Airlines, Sprint, Staples, Starbucks, State Farm, Stop & Shop, Subway, SunTrust Bank, Symantec AT&T, T.J. Maxx, Taco Bell, Target, TD Ameritrade, TD Bank, The Hartford, Time Warner Cable, Toshiba, Toshiba American Express, Toyota Credit unions, Toys "R" Us, TracFone, Trader Joe's, Travelers, TriCare, True Value, U.S. Bank, U.S. Cellular, U.S. Postal Service, United Airlines, United Healthcare Best Western, UPS 7-Eleven, US Airways BMW, USAA, USAA AOL, Vanguard, Verizon A credit union, Verizon AT&T, Verizon Wireless, Virgin Mobile, Wal-Mart, Walgreens Activision, Wells Fargo Advantage, Wells Fargo Advisors Bosch, Wells Fargo Arby's, Wendy’s Albertsons, Whirlpool FedEx, Whole Foods, Winn-Dixie Aetna
Here’s how the industries compare with each other:
Here are the companies that are leaders and laggards across the 19 industries:
About Bruce Temkin, CCXP
Customer Experience Matters® 
Hi there,
Last year you published the report “Report: 2012 Temkin Experience Ratings of Tech Vendors”
Will you have a Tech index coming out in 2013 too?
Cheers Dave
From: Customer Experience Matters <comment-reply@wordpress.com> Reply-To: Customer Experience Matters <comment+efvmb06j0u1cazwn8cje4-9@comment.wordpress.com> Date: Wednesday, 27 February 2013 14:01 To: SAP SAP <david.noonan@sap.com> Subject: [New post] Report: 2013 Temkin Experience Ratings
Bruce Temkin posted: ” We published the 2013 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 246 organizations across 19 industries. Congratulations to the top firms in this year’s ratings: Publix, Trader Joe’s, Aldi, Chick-fil-A, “
Dave: Thanks for your interest! Yes, we will be publishing the Tech Vendor series of reports (including the Temkin Experience Ratings of Tech Vendors) again this year. Look for it in April.
Hi Bruce,
When is the Tech Vendor report due out? (or did I miss it?)
Cheers
Dave
Hi Dave: Our NPS benchmark for Tech Vendors will be published tomorrow and the Temkin Experience Ratings for Tech Vendors, 2013 will be published in June. Thanks for your interest.
Just FYI that you reversed Empire and Days Inn in the last chart in the post.
George Van Antwerp Sent from my iPhone
Thanks George. We caught that in the report, but it snuck through on the blog. We’ve fixed it.
It is interesting to note how the grocery / food / basic needs companies show up at the top and Health Services companies show up at the bottom. I wonder if the mindset / situation of customers also contributes to the perception of the experience.
Customer mind set
grocery: proactive, envisioning pleasure.
healthcare: reactive, in crisis.
adrian