USAA and Amazon Top 2015 Temkin Web Experience Ratings

For the second straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries (see full list of companies (.pdf))You can see all of the company data on the Temkin Ratings website.

Download dataset for $295 (download sample file)

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

USAA earned the top spot for its banking business, followed by Amazon.com in the second spot. USAA was also in the top 14 with its insurance and credit card businesses, along with credit unions, Capital One 360, SunTrust Bank, eBay, Chase, Fidelity Investments, QVC, Sheraton, and Apple Retail.

Frontier earned the lowest Temkin Web Experience Ratings followed by Cox Communications, Charter Communications, Spirit Airlines, Comcast, Blue Shield of CA, Time Warner Cable, Haier, and CenturyLink.

1506_TWxR_TopBottom

Here are some more highlights from the 2015 Temkin Web Experience Ratings:

  • Across all five years of the rating, either USAA or Amazon.com has earned the top spot.
  • Banks and credit card issuers on average earned “strong” ratings while TV service providers and Internet service providers earned “very weak” ratings.
  • Amazon.com most outperformed its peers in two industries; its Temkin Web Experience Ratings are 20 points above the average for retailers and 17 points above the computers & tablets industry average. These firms were at least 13 points above their industry averages: Sheraton (hotels), USAA (credit cards and banks), Ace Rent A Car (rental cars), Fidelity Investments (investments), Courtyard by Marriott (hotels), eBay (retailers), JetBlue Airlines (airlines), and AOL (Internet service).
  • Spirit Airlines fell 22 points below the average for airlines and nine other firms were more than 15 points below their industry average: PNC (credit cards), Asus (computers & tablets), Frontier (Internet service), Motel 6 (hotels), Jack in the Box (fast food), HSBC (credit cards), Dollar General (retail), O’Reilly Auto Parts (retail), and Blackboard (software).
  • We compared the results between 2014 and 2015 and found that Dunkin’ Donuts increased the most, followed by MetroPCS, CVS, Rite Aid, Courtyard by Marriott, Aldi, and Wendy’s. The companies that dropped the most are Advantage Rent A Car, E*TRADE, O’Reilly Auto Parts, Symantec, Food Lion, Charles Schwab, Blue Shield of CA, Cox Communications, and BMW.

1506_TWxR_Industries1506_TWxR_IndustryLeadersLaggards
1506_TWxR_IndustryGainLoss1506_TWxR_GainersLosers

Download dataset for $295 (download sample file)

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

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 Web Experience Ratings are based on asking consumers the following question about companies with whom they’ve interacted with online during the previous 60 days: Thinking back to your most recent interaction with the websites of these companies, how satisfied were you with the experience?  Consumers answered the question on a scale from 1= “Very dissatisfied” to 7= “Very satisfied.” Temkin Web Experience Ratings 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 results from the Temkin Customer Service Ratings as well as 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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