USAA, Regions, and Amazon Top 2016 Temkin Web Experience Ratings

For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2016 Temkin Web Experience Ratings examine 257 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 (.xls))

***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 Regions Bank and Amazon.com tied for the second spot. USAA was also in the top 10 with its insurance and credit card businesses, along with Amazon Kindle business, Capital One 360, QVC, TD Bank, and credit unions.

Health Net earned the lowest Temkin Web Experience Ratings followed by Comcast (TV service and Internet service), Days Inn, Fujitsu, Compaq, Motel 6, Medicaid, Cox Communications, and Charter Communications.

1607_TWxR_HighLow

Here are some more highlights from the 2016 Temkin Web Experience Ratings:

  • Across all six years of the ratings, either USAA or Amazon.com has earned the top spot.
  • Banks led all industries in the ratings, earning the only average rating of “strong,” 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 19 points above the average for both retailers and the computers & tablets industry average. These additional firms were at least 10 points above their industry averages: USAA (insurance and banking), QVC, Kaiser Permanente, AOL, Holiday Inn Express, Georgia Power, Courtyard By Marriott, Regions Bank, and Samsung.
  • Days Inn fell 24 points below the average for hotels and nine other firms were 15 or more points below their industry average: Compaq, Motel 6, HSBC, Fujitsu, Spirit Airlines, Super 8, American Family, Health Net, and US Airways.
  • We compared the results between 2015 and 2016 and found that seven companies improved by at least 10 points: O’Reilly Auto Parts, Advantage Rent-A-Car, Blackboard, Dollar General, H-E-B, Intuit, and Sam’s Club.
  • 10 companies declines at least 10 points between 2015 and 2016: Rite Aid, US Airways, Ross, Bed Bath & Beyond, Stop & Shop, Trader Joe’s, JC Penney, Fidelity Investments, Apple, and Fujitsu.
  • Only four industries improved over the last year, rental cars, wireless carriers, software firms, and Internet service providers. Three industries dropped by three points: computers & tablets, retailers, and auto dealers.

Download dataset for $295 (download sample file (.xls))

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

1607_TWxR_IndustryRanges 1607_TWxR_IndustryLeadersLaggards 1607_TWxR_Top10pct

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2016. 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 Web Experience 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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