Whirlpool Leads Major Appliance Makers in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Whirlpool is the highest-rated major appliance maker, earning a rating of 67% and placing 119th overall. Whirlpool also took the top spot in 2012. In its first year on the list, Hitachi is the lowest-rated major appliance maker, landing in 251st first with a rating of 52%.

Download entire dataset for $395

AppliancesA
Here are some additional findings from the appliances industry:

  • The ratings of all major appliance makers in the 2014 Temkin Experience Ratings are as follows: Whirlpool (67%), Electrolux (63%), LG (62%), Samsung (61%), GE (60%), Bosch (58%), Toshiba (58%), Fujitsu (56%), Haier (55%), and Hitachi (52%).
  • Whirlpool (+7 points), LG (+7 points), and Toshiba (+3 points) were the only appliance makers to improve their ratings between 2013 and 2014.
  • Samsung (-3 points), Electrolux (-2 points), and GE (-1 point) were the only appliance makers to decline in the ratings between 2013 and 2014.
  • Overall, the major appliances industry averaged a 61% rating in the 2014 Temkin Experience Ratings and tied for 13th place out of 19 industries. It is also one of the 15 industries to improve its rating over the past year, increasing its average by 1.6 percentage points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

AppliancesB

Download entire dataset for $395

To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin Ratings website

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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