May 20, 2015 Leave a comment
For the previous five years, we’ve measured effort as part of the Temkin Experience Ratings. This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). I decided to showcase the results from the effort component of those ratings.
Congratulations to Hannaford, Publix, Aldi, Lowe’s, credit unions, PetSmart, Trader Joe’s, Amazon.com, Bed Bath & Beyond, Advance Auto Parts, and Walgreens for earning the top 10 scores in the 2015 Temkin Effort Ratings. at the other end of the spectrum, Coventry Health Care, Health Net, Fujitsu, Fox Rent A Car, Medicaid, and Comcast earned the lowest ratings.
Do you want to the data from the 2015 Temkin Effort Ratings? It’s included in the Temkin Experience Ratings spreadsheet that you can purchase for $395.
Here’s a sample of the spreadsheet (.xls)
Here are some additional insights from the 2015 Temkin Effort Ratings:
- Supermarkets, fast food chains, and retailers earned average scores of “excellent,” while TV service providers, Internet service providers, and health planes earned average ratings of “poor.”
- Kaiser Permanente, Southern California Gas Company, Amazon.com, TriCare, JetBlue Airlines, Georgia Power, Humana, and credit unions all earned Temkin Effort Ratings that are more than 10 points ABOVE their industry averages.
- Ramada Inn, Fujitsu, Fox Rent A Car, Amica, HSBC, 21st Century, Consolidated Edison of NY, Spirit Airlines, and Coventry Health Care all earned Temkin Effort Ratings that are more than 15 points BELOW their industry averages.
- Comparing results from 2014 and 2015, hotels gained more than 10 points, while the next largest gainer is retailers (+2.5 points). Internet service providers and investment firms dropped the most, a bit more than three points.
- Seven companies increased by more than 10 points from last year: Residence Inn, US Cellular, JetBlue Airlines, Hyatt, Westin, Super 8, and Marriott.
- Six companies dropped by 10 or more points from last year: Subaru dealers, TD Ameritrade, Buick dealers, Audi dealers, Fujitsu, and Blue Shield of CA.