Google and Symantec Earn Top Customer Experience Ratings for Software Firms

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.

Of the 10 software firms we looked at, Google earned the highest score for the second year in a row with a rating of 66%, putting it in 89th place overall out of 294 companies across 20 industries. Symantec came in a close second with a rating of 65% and a rank of 100th overall. Additionally, Symantec was the only software firm to improve its rating between 2015 and 2016, increasing by two percentage points.


Meanwhile, for the third year in a row, Blackboard found itself at the bottom of the industry, receiving a rating of 46% and placing 270th overall. Intuit (-12 points), Sony (-10 points), and Apple (-8 points) declined by the most percentage points between 2015 and 2016.

Overall, the software industry averaged a 57% rating in the 2016 Temkin Experience Ratings and tied for 12th place out of 20 industries. Although the average score of all 20 industries decreased over the last year, the software industry decreased by the smallest amount, only dropping three percentage-points, from 60% down to 57%, between 2015 and 2016.

1605_Software_IndustryAv 1605_Software_Overall

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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