Samsung Leads Major Appliances 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.

Here are some highlights from the major appliances results between 2012 and 2015:

  • The average rating for the appliance industry dropped from 60.7% to 60.1%, putting it right on the cusp between delivering “okay” customer experience (over 60%) and “poor” customer experience (below 60%).
  • Samsung earned the highest rating in the major appliances industry, scoring 65%, which put it in 151st place overall. Samsung improved its rating by four percentage-points over the last year.
  • Fujitsu experienced one of the most dramatic declines in the entire Ratings, dropping 11 percentage-points between 2014 and 2015. This drop left Fujitsu with a rating of 45%, putting it in 289th place out of 293 companies.
  • Fujitsi scored the lowest below the industry average for both the success and effort component, coming in 14.9 percentage-points below average for success and 19.3 below average for effort. Hitachi, meanwhile, scored the lowest below the industry average for the emotion component, coming in 14.5 percentage-points below the industry average.
  • Of the nine major appliance companies that we looked at both last year and this year, only three improved their scores. Samsung and Haier both increased by four percentage-points, while Electrolux raised its score by 1 percentage-point.
  • The industry average for the success and the effort score stayed the same from last year, both holding steady at 63%, but the average score for the emotion component dropped from 56% in 2014 to 55% in 2015. This makes sense as Samsung and Whirlpool were the only two companies to improve their emotion score, each going up one point from last year, while Fujitsu and Hitachi’s scores both dropped by 12 percentage points.

1503_AppliancesTxRoverview 1503_AppliancesTxRcomponents 1503_AppliancesTxRchanges


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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