Amazon Kindle Leads Computers and Tablets in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Amazon (Kindle) and Apple deliver the best customer experience in the computer and tablet industry, according to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers. Amazon took the top spot with a rating of 76%, placing it 41st overall out of 293 companies. Apple came in second with a rating of 68% and an overall ranking of 119th.

While the Temkin Experience Ratings have included computer makers for five years, it added tablets to this category in 2015. Amazon’s Kindle—a newcomer to the Ratings—unseated Apple as the highest-scoring computer and tablet maker, a position Apple had held for the previous three years.

At the other end of the spectrum, Lenovo and Asus tied for the lowest-rated computer and tablet maker, each with a rating of 55% and an overall ranking of 245th. Lenovo dropped six percentage-points from 2014, while this is the first year that Asus has been included in the Ratings.

Overall, the computer & tablet industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 11th place out of 20 industries. It was also one of only 5 industries to improve its rating over the past year, increasing its average by 1.2 percentage points.

Here are some additional findings:

  • The ratings of all computer makers in the 2015 Temkin Experience Ratings are as follows: Amazon (76%), Apple (68%), Hewlett-Packard (64%), Barnes & Noble (60%), Toshiba (60%), Sony (60%), Acer (57%), Dell (57%), Lenovo (55%), and Asus (55%).
  • Sony (+5 points) and Apple (+1 point) were the only companies in this industry to improve their ratings between 2014 and 2015.
  • Lenovo (-6 points), Acer (-4 points), and Dell (-2 points) declined by the most percentage-points between 2014 and 2015.

1503_ComputersTxRoverview1503_ComputersTxRcomponents1503_ComputersTxRchangesThe bottom line: Amazon is raising the customer experience bar in this industry.

 

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.

One Response to Amazon Kindle Leads Computers and Tablets in Customer Experience

  1. Handy research – thank you! Have reposted on likesharegrow.com

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