Report: 2015 Temkin Experience Ratings

1503_TemkinExperienceRatings_COVERTemkin Ratings websiteWe published the 2015 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the fifth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 293 organizations across 20 industries (we added utilities this year). Here’s the executive summary:

2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. Publix earned the top spot, closely followed by Aldi and H-E-B. In addition to earning the top three positions, supermarkets also took five of the top 12 spots. Retailers also performed well, with both PetSmart and Amazon.com making it into the top seven. At the other end of the spectrum, Coventry Health Care, Fox Rent A Car, Comcast, and Fujitsu earned the lowest ratings. To generate the Temkin Experience Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 293 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. On an industry level, supermarket chains, fast food chains, retailers, parcel delivery services, and banks all earned “good” ratings on average, whereas Internet service providers, TV service providers, and health plans received “poor” ratings on average. We also compared individual companies to their industry averages and found that TriCare and Amazon outperformed their industry peers by the highest margin, while Fox Rent A Car and Ramada Inn fell the furthest below their industry average. Between 2014 and 2015, only five industries improved and 14 declined. Residence Inn, US Cellular, and JetBlue Airlines improved the most over the previous year, while Subaru dealers, TD Ameritrade, and Buick dealers declined the most.

Download report for FreeFreeDownloadButton You can also download the dataset in Excel for $395

We have also published ratings details for all 20 industries.

See our post with FAQs about the Temkin Experience Ratings.

The Temkin Experience Ratings are based on evaluating three elements of experience:

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

Here are the top and bottom companies in the ratings:

***See how your company can reference these results or
display a badge for top 10% and industry leaders***

2015TxR_TopBottom
Here’s how the industries compare with each other:

2015TxR_Industries

1502_TxR_Companies

Download report for FREE
FreeDownloadButton
You can also download the dataset in Excel for $395

Get the Data

Screen Shot 2013-02-24 at 5.42.22 PMDo you want to see all of the data from the 2015 Temkin Experience Ratings? You can purchase an excel spreadsheet for $395. Here’s a sample of the spreadsheet (.xls).

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

Temkin Ratings website

The bottom line: Companies have a long way to go on their CX journeys.

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.

4 Responses to Report: 2015 Temkin Experience Ratings

  1. Lisa Boudreau says:

    Thank you for sharing your 2015 Customer Experience Ratings!. I am just wondering if you ever conduct any global studies? The large majority of our business is outside of the United States so it would be very relevant for me.

  2. Linda Dickey says:

    Have you ever studied non-profit organizations and the behavior of their customers?

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