2017 Temkin Experience Ratings: 20 Industry Snapshots

Temkin Experience Ratings

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings.

As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below:

Airlines
>
Auto Dealers

> Banks
> Computers & Tablets
> Credit Card Issuers
> Fast Food Chains
> Health Plans
> Hotels & Rooms
> Insurance Carriers
> Investment Firms
> Parcel Delivery Services
Rental Cars & Transport
> Retailers
> Software Firms
> Streaming Media
> Supermarkets
> TV Service & ISPs
> TVs & Appliances
>
Utilities

> Wireless Carriers

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.

4 Responses to 2017 Temkin Experience Ratings: 20 Industry Snapshots

  1. Smith, Shawn R says:

    Bruce – I am a huge fan of your firms work. I’d love to collaborate with you on developing/adding healthcare to this study. Consumerism is rattling healthcare similar to the digital retail era in the early 2000’s. Happy to discuss more.

    Shawn R Smith, MBA, CPXP

    Vice President Patient Experience Christiana Care Health System

    Sent from my iPhone

    • Hi Shawn: Thanks for the nice note. We have health plans, but haven’t figured out a good approach for including H/C providers in our study. There just aren’t enough national “brands” and our methodology would not uncover enough respondents for regional or local providers. I’d be happy to hear about ideas yo might have for a national-level study.

  2. Dennis Howell says:

    Bruce, just curious, as my wife works in customer service for the largest ready-to-assemble furniture manufacturer, Sauder Woodworking, a privately held firm. Has your company ever done an evaluation on their customer service?

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