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'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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