Report: 2013 Temkin Experience Ratings

Temkin Ratings website

2013TemkinExperienceRatings_Cover

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:

  1. Functional: How well do experiences meet customers’ needs?
  2. Accessible: How easy is it for customers to do what they want to do?
  3. Emotional: How do customers feel about the experiences?

Here are the top and bottom companies in the ratings:

2013TER_BestWorstHere’s how the industries compare with each other:

(NOTE: We have published posts on the detailed results for all 19 industries)

2013TER_IndustriesHere are the companies that are leaders and laggards across the 19 industries:

figure10

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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Get the Data

Do you want to see all of the data? You can purchase an excel spreadsheet for $395…

Screen Shot 2013-02-24 at 5.42.22 PM

To view all of our ratings (experience, loyalty, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website

Temkin Ratings website

The bottom line: Customer experience is improving, but there’s still a long way to go

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.

8 Responses to Report: 2013 Temkin Experience Ratings

  1. Noonan, David says:

    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, “

    • Bruce Temkin says:

      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.

      • Dave Noonan says:

        Hi Bruce,
        When is the Tech Vendor report due out? (or did I miss it?)
        Cheers
        Dave

      • Bruce Temkin says:

        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.

  2. Just FYI that you reversed Empire and Days Inn in the last chart in the post.

    George Van Antwerp Sent from my iPhone

  3. Ajit says:

    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.

    • adrian amariei says:

      Customer mind set
      grocery: proactive, envisioning pleasure.
      healthcare: reactive, in crisis.

      adrian

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