Data Snapshot: Media Use Benchmark, 2015

1504_DS_MediaBenchmark2015_COVERWe just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

Here’s the data snapshot description:

In January 2015, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. Our analysis examines the amount of time consumers spend every day watching television, browsing the Internet (for both work and leisure), reading books (both print and electronic), reading newspapers (both print and electronic), listening to the radio, reading a print magazine, and using a mobile phone. This data snapshot breaks down the results by income level, education level, and, most expansively, by age.

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Use of mobile phones for internet or app-related consumption increased an average of 0.4 hours per day over the past year. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. Respondents under the age of 35 dedicate the most amount of time to all of these activities, with the exception of TV watching, which is most heavily consumed by 65- to 74-year-olds.

Here’s a portion of the first figure from the data snapshot that contains 12 data-rich charts:

1504_MediaUseHours

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The bottom line: Mobile use continues to rise

Report: State of the CX Profession, 2015

1503_StateOfCX Profession2015_COverWe just published a Temkin Group report, State of the CX Profession, 2015. This is the fifth year that we’ve examined the roles of CX professionals and the second year that we’ve done a compensation study. Here’s the executive summary:

To better understand the mindset and roles of CX professionals today, we surveyed 270 CX professionals and then compared their responses to similar studies we conducted over the previous four years. Although 98% of respondents believe that customer experience is a great profession to work in, these professionals feel less appreciated than they did last year. Web interactions and voice of the customer programs continue to be key areas of responsibility for these professionals, and respondents expect spending on and hiring for CX activities to grow in 2015, with voice of the customer software vendors enjoying the most positive momentum. On this year’s survey we included our second annual compensation study. We examined 126 CX professionals from large organizations and found that their average compensation (salary plus bonus) ranged from $92,000 for mid-level individual contributors to $344,000 for CX executives.

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CX continues to be a great profession….

1503_CXGreatProfession

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The bottom line: The CX profession is thriving.

Data Snapshot: Customer Experience Expectations and Plans for 2015

1503_DS_CXPlansFor2015_COVERWe just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This is our annual analysis of CX priorities and spending within large organizations (see last year’s data snapshot).

Here’s the data snapshot description:

In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015.

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Here are some highlights from the data snapshot that contains 13 data-rich charts:

  • 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015.
  • 82% of respondents think that CX will be more important to their organization this year than it was last year.
  • 66% of respondents expect that their company will spend more on CX this year than it did last year.
  • 40% of respondents have more than five people in their centralized CX team and 42% expect those numbers to rise (none are expecting a decline).
  • 31% of respondents expect to spend more on voice of the customer software vendors in 2015 than they did in 2014 and only 2% expect to spend less.
  • 88% of respondents expect to put more focus on Web experiences in 2015, a jump from 79% that expected to do the same last year. Social media and phone self-service interactions were the only areas that did not gain momentum.
  • 81% of respondents expect to put more focus on customer insights and analytics. The largest jump from last year is employee communications and engagement.
  • Building a customer-centric culture and predictive analytics are the areas that jumped the most this year when respondents identified the things that would have a significant impact on their organization’s CX in three years.

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The bottom line: Companies will be spending more time and money on CX this year

Report: Engaging Millennials in the Workplace

1503_Millennial Engagement_COVERWe just published a Temkin Group report, Engaging Millennials in the Workplace, which provides five employee engagement strategies for younger workers. Here’s the executive summary:

Common estimates predict that the Millennial generation—those born between 1980 and 2000—will make up 60% of the workforce by 2020. As with each previous generation, this group of employees brings its own set of expectations, attitudes, and approaches to the job, which creates both challenges and opportunities for the organizations that employ them. Temkin Group research found that compared to other generations, Millennials desire opportunities to learn and advance their careers as well as opportunities that allow them to be creative and work flexible hours. To engage Millennials more effectively in the workplace, companies should deploy five strategies across Temkin Group’s Five I’s of Employee Engagement. These five strategies are: Expand Job Descriptions, Create Connections, Make Work Matter, Allow For Flexibility, and Develop Millennial Leaders. We also added a checklist to help HR departments drive these five strategies across their core processes.

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Here’s an overview of the five strategies:

1503_MillenialStrategies

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The bottom line: Engaging Millennials is no longer an optional focus.

Report: 2015 Temkin Experience Ratings

1503_TemkinExperienceRatings_COVERTemkin Ratings websiteWe published the 2015 Temkin Experience Ratings, the most comprehensive benchmark of customer experience. In the fifth year of the Ratings, we analyze feedback from 10,000 U.S. consumers to rate 293 organizations across 20 industries (we added utilities this year). Here’s the executive summary:

2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. Publix earned the top spot, closely followed by Aldi and H-E-B. In addition to earning the top three positions, supermarkets also took five of the top 12 spots. Retailers also performed well, with both PetSmart and Amazon.com making it into the top seven. At the other end of the spectrum, Coventry Health Care, Fox Rent A Car, Comcast, and Fujitsu earned the lowest ratings. To generate the Temkin Experience Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 293 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. On an industry level, supermarket chains, fast food chains, retailers, parcel delivery services, and banks all earned “good” ratings on average, whereas Internet service providers, TV service providers, and health plans received “poor” ratings on average. We also compared individual companies to their industry averages and found that TriCare and Amazon outperformed their industry peers by the highest margin, while Fox Rent A Car and Ramada Inn fell the furthest below their industry average. Between 2014 and 2015, only five industries improved and 14 declined. Residence Inn, US Cellular, and JetBlue Airlines improved the most over the previous year, while Subaru dealers, TD Ameritrade, and Buick dealers declined the most.

Download report for FreeFreeDownloadButton You can also download the dataset in Excel for $395

See our post with FAQs about the Temkin Experience Ratings.

The Temkin Experience Ratings are based on evaluating three elements of experience:

  1. Success: How well do experiences meet customers’ needs?
  2. Effort: How easy is it for customers to do what they want to do?
  3. Emotion: How do customers feel about the experiences?

Here are the top and bottom companies in the ratings:

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

2015TxR_TopBottom
Here’s how the industries compare with each other:

2015TxR_Industries

1502_TxR_Companies

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You can also download the dataset in Excel for $395

Get the Data

Screen Shot 2013-02-24 at 5.42.22 PMDo you want to see all of the data from the 2015 Temkin Experience Ratings? You can purchase an excel spreadsheet for $395. Here’s a sample of the spreadsheet (.xls).

To view all of our ratings (experience, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website

Temkin Ratings website

The bottom line: Companies have a long way to go on their CX journeys.

Report: What Happens After a Good or Bad Experience, 2015

1502_WhatHappensAfterGoodBadExper_COVERWe just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report).

Here’s the executive summary:

To understand the effect of good and bad experiences, we asked 10,000 U.S. consumers about their recent interactions with 283 companies across 20 industries. Internet service providers and TV service providers deliver bad experiences more frequently than any other industries, as exemplified by Comcast and Charter Communications, each of which delivers a bad experience to about one in four customers, the most of any companies. Retailers, on the other hand, are least likely to deliver a negative experience. Out of all the industries, customers are most likely to stop spending completely after a bad experience with a computer and tablet maker, and they are most likely to reduce spending after a bad experience with a fast food chain. The economics of service recovery are compelling. Compared with companies that deliver a very poor response after a bad experience, companies that deliver a very good response have 41% fewer consumers cutting back on their spending and 31% more increasing their spending. Led by investment firms and major appliance makers, all industries improved or maintained their service recovery performance from last year. After a very bad or very good experience, consumers are more likely to give feedback back directly to the company than they are to post on Facebook, Twitter, or third party rating sites. These social sites, however, are still an important channel for consumers under the age of 45. When it comes to sharing bad experiences on social media, customers of Advantage Rent A Car and Alabama Power Company are the most likely to post about it on Facebook, while customers of Ameren Missouri Company and Fujitsu are the most likely to post about it on Twitter. The companies most likely to receive negatively biased feedback from their customers are Consolidated Edison of NY and Southern California Edison.

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Here’s the first figure in the report:

1502_BadExperiences

Here are some highlights from the report:

  • Nineteen percent of consumers who have interacted with TV service providers and Internet service providers report having a bad experience during the previous six months, the highest levels of any industry. Comcast (25%) and Charter Communications (24%) have the highest levels of consumers reporting bad experiences. The next three companies on the list are Motel 6, Time Warner Cable, and 21st Century insurance (all at 23%).
  • At the other end of the spectrum, only 4% of consumers report having a bad experience with a retailer, and six retailers are at 1%: True Value, Costco, Bed Bath & Beyond, Ace Hardware, Gap, and Staples.
  • The research examines the impact of bad experiences on consumer spending. Fifty-seven percent of consumers who had a bad experience with a fast food chain have decreased their spending with those stores and 32% of consumers who have had a bad experience with a computer company have completely stopped spending with the company. When it comes to health plans and utilities, two industries where consumers have a hard time switching, only 22% of consumers lower their spending after a bad experience.
  • The research shows that companies can increase their revenues when they respond very effectively after a bad experience. The difference in spending between a consumer who experiences a very poor response by a company and one who experiences a very good response is dramatic; the better response leads to 41% fewer consumers decreasing their spending with the company and 31% more increasing their spending.
  • The highest percent of consumers say that investment firms (48%) and major appliance makers (45%) have delivered a good response after a bad experience, while less than 20% of consumers feel that way about TV service providers and Internet service providers.
  • While 32% of consumers told the company about a very bad experience, only 25% shared their very good experiences. The percentage of consumers who communicated after a good experience increased for every channel except telling friends via traditional channels, which stayed even this year.
  • Across all age groups, consumers are most likely to give feedback about bad experiences directly to companies. With good experiences, the same is true with consumers who are at least 45 years old.
  • We examined how many customers of each company had shared negative feedback (to any company) on Facebook over the previous six months. At the top of the list are Advantage Rent A Car, Alabama Power Company, Ameren Illinois Company, AirTram Airways, Audi dealers, Fujitsu, Ameren Missouri Company, and CellularOne.

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The bottom line: Bad experiences are a real problem, especially if you don’t recover well.

Report: Employee Engagement Benchmark Study, 2015

1502_EEBenchmarkStudy15_COVERWe just published a Temkin Group report, Employee Engagement Benchmark Study, 2015, which is our annual analysis of U.S. employees. Here’s the executive summary:

We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual. Companies with stronger financial performances and better customer experience have employees who are considerably more engaged than their peers. Our research also shows that out of all the industries, the construction sector has the highest percentage of engaged employees, while the transportation and warehousing sector has the lowest. We additionally found that large companies have a lower percentage of engaged employees than smaller companies do. On an individual level, our research shows that frontline employees, high-income earners, and males tend to be more highly engaged. Given the significant value of engaged employees, we recommend that companies improve engagement levels by mastering our Five I’s of Employee Engagement: Inform, Inspire, Instruct, Involve, and Incent.

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This is the fourth year that we’ve released this study (see 2012 study, 2013 study, and 2014 study). Here are the results from the Temkin Employee Engagement Index over the previous four years:

EEBenchmarkOverview

Some of the other findings from the research include:

  • The number of highly and moderately engaged employees in the U.S. increased from 55% last year to 57% this year.
  • Compared with disengaged employees, highly engaged employees are 2.5 times as likely to stay at work late if something needs to be done after the normal workday ends, more than twice as likely to help someone at work even if they don’t ask for help, more than three times as likely to do something good for the company that is not expected of them, and more than five times as likely to recommend that a friend or relative apply for a job at their company.
  • Seventy-seven percent of employees in companies that have significantly better financial performance than their peers are highly or moderately engaged, compared with only 49% of employees in companies with lagging financial performance.
  • Companies that outpace their competitors in CX have 50% more engaged employees than those with CX that lags their peers.
  • Ninety-one percent of highly engaged employees always or almost always try their hardest at work, compared with 67% of disengaged employees.
  • 25- to 34-year-old employees are the most engaged group while 45- to 54-year-old employees are the least engaged.
  • Senior executives are 50% more likely than individual contributors to be highly or moderately engaged.
  • Of the 15 industries measured in the study, construction has the highest level of engaged employees while transportation and warehousing has the lowest.

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The bottom line: There are a lot of employees who can and should be more engaged.

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