The Emotional Decline From New Purchase To Customer Service

How do consumers feel about their purchases and subsequent customer service interactions? To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings. As you can see below:

  • Across all industries, purchasing provides a more positive emotional response than customer service. The gap in Temkin Emotion Ratings goes from 11 points (health plans) to 49 points (TV/Internet service).
  • New car purchases earn the highest Temkin Emotion Ratings.
  • Customer service interactions with TV/Internet service providers earn (by far) the worst emotion ratings (6%). The next worst emotional experience–health plan customer service (18%)–is three times better than the TV/Internet service providers.
  • Purchasing a new health plan provide the lowest emotional rating of any purchase, but it is also has the smallest gap when compared to the emotional ratings for health plan customer service.

1602_EmotionRatingsPurchaseAndCustomerService

The bottom line: Customer service is an emotional trough.

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.

5 Responses to The Emotional Decline From New Purchase To Customer Service

  1. Anne Marie MacLean says:

    Hi Bruce,

    The links are broken to your blog, sounds interesting though, I would like to read it.

    Cheers, Anne Marie

    Anne Marie MacLean |Manager, Customer Experience|604-909-3185

    On Thu, Mar 3, 2016 at 6:35 AM, “Customer Experience Matters®” wrote:

    > Bruce Temkin, CCXP posted: “How do consumers feel about their purchases > and subsequent customer service interactions? To find the answer, we > asked 10,000 U.S. consumers about those experiences across 11 different > industries. We used their responses to calculate the Temkin Emotion Ra” >

  2. Jung, Delise says:

    Thought you should know, the links to do not work – “page not found”.
    For both the “Read more of this post” and also the “Trouble Clicking” link.

    Regards,
    Delise Jung

  3. Interesting perspective. I had just recently been thinking about a related topic – basically that because the purchase “duration” is so short relative to the “lifetime” of service, the purchase itself has just a temporary “afterglow.” More here for your readers/followers: Price is just one part of the Customer Experience http://bit.ly/1L30Tmm

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: