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 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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