Amazon, Barnes & Noble, and Hewlett-Packard Earn Top Customer Experience Ratings for Computers and Tablets

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Amazon (Kindle), Barnes & Noble (Nook), and Hewlett Packard deliver the best customer experience in the computer and tablet industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Amazon took the top spot for the second year in a row, earning a rating of 73% and placing 28th overall out of 294 companies across 20 industries. Barnes & Noble and Hewlett-Packard tied for the distant second spot out of 12 firms in the industry, each receiving a rating of 61% and an overall rank of 142nd.

At the other end of the spectrum, eMachines and Compaq tied for the lowest-rated computer and tablet maker, each with a rating of 44% and an overall ranking of 278th.

Overall, the computer and tablet industry averaged a 59% rating in the 2016 Temkin Experience Ratings and came in 9th place out of 20 industries. The average rating of the industry decreased by four percentage-points between 2015 and 2016, dropping from 63% to 59%.

1605_CompTab_Rank

Here are some additional findings from the computer and tablet industry:

  • The ratings of all computer and tablet makers in the 2016 Temkin Experience Ratings are as follows: Amazon (73%), Barnes & Noble (61%), Hewlett-Packard (61%), Apple (60%), Gateway (57%), Toshiba (55%), Dell (55%), Lenovo (55%), Acer (53%), Sony (50%), Compaq (44%), and eMachines (44%).
  • Barnes & Noble (+1 point) was the only company in this industry to improve its ratings between 2015 and 2016.
  • Sony (-10 points), Apple (-8 points), and Toshiba (-5 points) declined by the most percentage-points between 2015 and 2016.

1605_CompTab_IndustryAv 1605_CompTab_Overall

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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