Customer Experience Leads to Recommendations (Charts For 20 Industries)

February 23, 2017 1 Comment

If you want customers to recommend your company, make sure they have a good experience. In this post, I share data and analysis showing how customer experience correlates to customer recommendations across 20 industries. At the bottom of this post we’ve assembled a number of industry-specific data charts that you can download and use.

In the report, ROI of Customer Experience, 2016, we provide a lot of data on how customer experience affects a number of different aspects of loyalty for 20 industries. Here’s a summary of some of the data showing the average connection between customer experience and loyalty across all industries.

Here’s how we calculate this data:

  • We ask 10,000 U.S. consumers to identify the companies that they’ve interacted with during the previous 90 days
  • We have those consumers rate their experiences and segment the respondents into five buckets based on their Temkin Experience Ratings feedback
  • For each of the five buckets of consumers, we calculate the average loyalty of the group across different dimensions using the calculations below…

1612_cxandloyaltymetrics

(Note: See Temkin Loyalty Index for data on specific companies)

CX and Recommendations Charts for 20 Industries

If you’re looking for good data for your industry, we’ve put together these 20 industry charts that show the relationship between customer experience and customers making recommendations. Feel free to use them within your presentations in accordance with our citation policy.

Here’s a way to share the data internally…

At [Your Company’s Name], we work hard to improve our Customer Experience, and this industry chart from Temkin Group shows why it’s important and meaningful. As our Customer Experience improves, research shows that consumers are more likely to recommend us, which is one of the many ways in which our customers show their increased loyalty. 

1612_recommendcompany_banking 1612_recommendcompany_computers 1612_recommendcompany_insurance 1612_recommendcompany_investments 1612_recommendcompany_creditcards 1612_recommendcompany_healthplans 1612_recommendcompany_tvservice 1612_recommendcompany_internetservice 1612_recommendcompany_wireless 1612_recommendcompany_airlines 1612_recommendcompany_hotels 1612_recommendcompany_retail 1612_recommendcompany_fastfood 1612_recommendcompany_rentalcars 1612_recommendcompany_supermarkets 1612_recommendcompany_parceldelivery 1612_recommendcompany_majorapplicances 1612_recommendcompany_autodealers 1612_recommendcompany_software 1612_recommendcompany_utilities

Filed under CCXP6 Metrics, Measurement, and ROI, Customer experience, Industry Data, ROI of Customer Experience

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.

One Response to Customer Experience Leads to Recommendations (Charts For 20 Industries)

  1. bharper8 says:
    March 4, 2017 at 2:32 am

    Totally agree! Loyalty among our current customers turn them into what we call our ‘brand evangelists’. These are people who are so satisfied and happy with the solution/product we offered that they sold the products themselves.

    Two of the major principles affecting this is the (1) ability of the solution to resolve the customer’s problems and (2) provide an excellent aftersales/customer service support. What some companies fail to do is to continue the healthy connection with the customers even after the sale was closed. In fact, there should even be more ‘concern’ coming from the seller after the deal is sealed. This way, the customer will feel that the company is not just after the profit, but to really solve the customer’s issues, a real problem-solver so to speak. If this happens, the customer feels special that leads to loyalty that leads to brand evangelists.

    Reply

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