H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings

For the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings. This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). I decided to showcase the results from the emotion component of those ratings.

Congratulations to H-E-B, Publix, Chick-fil-A, Trader Joe’s, USAA, Aldi, Hy-Vee, PetSmart, and Dairy Queen for earning the top scores in the 2015 Temkin Emotion Ratings.

At the other end of the effort spectrum, the lowest scoring companies in the Temkin Emotion Ratings are Coventry Health Care, Comcast (for TV service and Internet service), Time Warner Cable (for TV service and Internet service), Con Edison of NY,  Charter Communications, Cox Communications, and CenturyLink.

1602_EmotionTopBottom

Do you want to the data from the 2015 Temkin Emotion Ratings? It’s included in the Temkin Experience Ratings spreadsheet that you can purchase for $395.
Here’s a sample of the spreadsheet (.xls)

Here are some additional insights from the 2015 Temkin Emotion Ratings:

  • Supermarkets, fast food chains, retailers, parcel delivery services, and hotels earned average scores of “good,” while TV service providers and Internet service providers earned average ratings of “very poor.”
  • Georgia Power, USAA (banking, credit cards, and insurance), TriCare, JetBlue, Optimum, Amazon.com, Lexus, Regions, Kaiser Permanents, Cablevision, and credit unions all earned Temkin Emotion Ratings that are more than 10 points ABOVE their industry averages.
  • Coventry Health Care, Spirit Airlines, Fox Rent A Car, Consolidated Edison of NY, Hitachi, BB&T, Blackboard, Consumers Energy Company, Sears, Dollar Rent A Car, Bi-Lo, Comcast, and Jeep all earned ratings that are 12 or more points BELOW their industry averages.
  • Seven companies increased by 10 or more points from last year: US Cellular, DHL, Residence Inn, Hampton Inn, JetBlue, Hilton, Westin, Fifth Third, Dodge, and Marriott.
  • Thirteen companies dropped by 10 or more points from last year: Subaru, Buick, TD Ameritrade, Audi, Advantage, True Value, Fujitsu, Hitachi, Best Buy, E*TRADE, Time Warner Cable, Blue Shield of CA, and AOL.

1506_EmotionIndustries1506_EmotionIndustryLeadersLaggards1506_EmotionAboveBelowIndustryAverages1506_EmotionGainersLosers

Purchase Temkin Experience Ratings spreadsheet for $395,
which includes Temkin Emotion Ratings

Here’s a sample of the spreadsheet (.xls)

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2015. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

The Temkin Emotion Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “Thinking of your most recent interactions with each of these companies, how did you feel about those interactions?” Potential responses range from 1= “Upset” to 7= “Delighted.” Temkin Emotion Rating for a company is calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who responded with 1, 2, or 3.

Temkin Ratings website
You can view a sortable list of the Temkin Experience Ratings (and other ratings) on the Temkin Ratings website.

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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