2014 Temkin Ratings: Benchmarking Consumer Relationships

We’ve been publishing the Temkin Ratings for four years. These ratings provide insights into how consumers evaluate their relationships with 100s of companies across multiple industries. In 2014, we examined 200+ companies across 19 industries based on a survey of 10,000 U.S. consumers. You can view a sortable list of results on the Temkin Ratings website.

Here are my posts that summarize the results for all of the 2014 Temkin Ratings:

• 2014 Temkin Experience Ratings (and 19 industry snapshots).
• 2014 Temkin Forgiveness Ratings
• 2014 Temkin Trust Ratings
• 2014 Temkin Customer Service Ratings
• 2014 Temkin Web Experience Ratings

Check out Temkin Group’s Industry-Specific CX Research Page with links to many reports with benchmark data across industries.

The bottom line: How do your customers rate their relationship with you?

USAA and Capital One 360 Top 2014 Temkin Web Experience Ratings

We just published the 2014 Temkin Web Experience Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 222 organizations across 19 industries.

Download dataset for $295

USAA’s banking business took the top spot and Capital One 360 (formerly ING Direct) earned the second highest rating in the 2014 Temkin Web Experience Ratings, which rates 222 companies across 19 industries. USAA’s insurance and credit card businesses tied for third place.Rounding out the top 13 companies in the ratings are Charles Schwab, Amazon.com, credit unions, TD Bank, U.S. Bank, Sheraton, Ace Hardware, eBay, and Nordstrom.

The award for delivering the worst web experience goes to Coventry Health Care, followed closely by Medicaid. Four of the bottom 14 organizations are health plans and three are TV service providers. The remaining companies in the bottom 14 of the Temkin Web Experience Ratings are Charter Communications, Comcast (TV service and Internet service), Dunkin’ Donuts, Time Warner Cable (TV service and Internet service), Jack in the Box, CareFirst, MetroPCS, Highmark, Adobe, and Wendy’s.

Here’s how the industries compare with each other:

The 2014 Temkin Web Experience Ratings shows that companies have made improvements in web experience between 2013 and 2014. Led by airlines, which increased by nearly 15 percentage points since last year, 17 of 19 industries improved. The two industries that earned lower ratings in 2014 are parcel delivery services and rental cars.

Nearly two-thirds of the 195 organizations that were in both the 2013 and 2014 Temkin Web Experience Ratings improved this year. On average, firms earned an increase of 3.2 percentage points. Eleven companies improved by more than 15 percentage points: Southwest Airlines, Health Net, United Airlines, PetSmart, AOL, Sony, Bright House Networks, Morgan Stanley Smith Barney, Edward Jones, Cablevision, and AAA.

Six companies saw their Temkin Web Experience Ratings fall by 10 points or more between 2013 and 2014: Dunkin’ Donuts, Avis, Hertz, Jack in the Box, Dollar, and Blackboard.

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

Temkin Web Experience Ratings are based on asking consumers the following question about companies with whom they’ve had a customer service interaction 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?” Potential responses range from 1= “very dissatisfied” to 7= “very satisfied.” Temkin Web Experience Ratings are calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who respond with 1, 2, or 3.

Download dataset for $295

You can view a sortable list of results from the Temkin Web Experience Ratings as well as other ratings on the Temkin Ratings website.

 

USAA and Amazon Top 2014 Temkin Customer Service Ratings

We just published the 2014 Temkin Customer Service Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 233 organizations across 19 industries.

Download dataset for $295

For the second year in a row, USAA earned the highest score in the Temkin Customer Service Ratings. USAA’s banking business took the top spot and the company’s insurance business tied with Amazon for second place in the ratings. Rounding out the top 12 companies in the ratings are Chick-fil-A, Publix, H-E-B, USAA (credit cards), credit unions, Starbucks, Costco, QVC, and Trader Joe’s.

The prize for the worst customer service goes to Comcast, which earned the lowest two scores in the ratings for its Internet service and TV service businesses. As a clear sign of collective customer neglect, Internet service providers, TV service providers, and health plans earned 11 out of the bottom 13 positions in the ratings.

The remaining companies with the lowest Temkin Customer Service Ratings are Highmark (BCBS), Time Warner Cable (TV service and Internet service), Coventry Health Care, Charter Communications (TV service), Verizon (Internet service), HSBC (credit cards), US Airways, Qwest (Internet service), Cablevision (Internet service), CareFirst (BCBS).

Here’s how the industries compare with each other:

The 2014 Temkin Customer Service Ratings shows that companies have made improvements in customer service between 2013 and 2014. Led by investment firms, credit card issuers, and insurance carriers, 14 of the 19 industries earned higher average ratings in 2014 than they did in 2013.

The average company improved by 2 percentage-points between 2013 and 2014, with 31 companies increasing by 10 or more points. The companies with the most improvement over last year’s ratings are Humana, Cox Communications, Morgan Stanley Smith Barney, Apple Store, TD Ameritrade, American Family, KFC, Hyundai, and Food Lion.

Four companies saw their Temkin Customer Service Ratings fall by more than 14 points between 2013 and 2014: Coventry Health Care, ACE Hardware, Staples, and Fifth Third.

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

Temkin Customer Service Ratings are based on asking consumers the following question about companies with whom they’ve had a customer service interaction during the previous 60 days: “Thinking back to your most recent customer service interaction with these companies, how satisfied were you with the experience?” Potential responses range from 1= “very dissatisfied” to 7= “very satisfied.” Temkin Customer Service Ratings are calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who respond with 1, 2, or 3.

Download dataset for $295

You can view a sortable list of results from the Temkin Customer Service Ratings as well as other ratings on the Temkin Ratings website.

 

USAA and H.E.B. Top 2014 Temkin Forgiveness Ratings

We just published the 2014 Temkin Forgiveness Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 268 organizations across 19 industries. Congratulations to USAA and H.E.B., which earned the top ratings.

Download dataset for $295

USAA’s banking business tied for the top spot, while its credit card and insurance businesses were the next two highest rated organizations. There is a sizeable nine-point gap between these leaders and the next companies on the list. Rounding out the top 15 companies in the ratings are Amazon.com, BMW dealers, Chick-fil-A, Apple (for software and retail), QVC, Costco, Lexus, Trader Joe’s, Fujitsu, and Publix.

Ten of the bottom twelve organizations in the Temkin Forgiveness Ratings belong to firms that show up twice Charter Communications, Comcast, and Time Warner Cable are in the bottom group for their Internet service and TV service businesses. HSBC and Citibank are in the bottom group with their banking and credit card businesses. The remaining two companies at the low end of the ratings are Highmark and US Cellular.

Here’s how the industries compare with each other:

We also compared the 2013 and 2014 Temkin Forgiveness Rating, here’s some of what we found:

• Led by retailers and banks, 16 of the 19 industries earned higher ratings in 2014 than they did in 2013. Rental cars and hotels are the only industries to decline.
• Five companies improved their ratings by at least 20 points between 2013 and 2014: Apple Store, TD Bank, Cox Communications, ING Direct, and Best Buy.
• Six companies earned ratings that declined by more than 12 points: Scottrade, Blackboard, Advantage RAC, Coventry Health Care, Avis, and Crowne Plaza.

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. 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 Forgiveness Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “How likely are you to forgive these companies if they deliver a bad experience?” Potential responses range from 1= “extremely unlikely” to 7= “extremely likely.” Temkin Forgiveness Rating for a company 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.

Download dataset for $295

You can view a sortable list of results from the Temkin Forgiveness Ratings as well as other ratings on the Temkin Ratings website.

 

USAA Tops 2014 Temkin Trust Ratings

We just published the 2014 Temkin Trust Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 268 organizations across 19 industries. Congratulations to USAA, which earned the top three ratings for its banking, insurance, and credit card businesses. The bottom of the ratings are dominated by TV service providers and Internet service providers. Overall, most companies and industries improved since last year.

Download dataset for $295

This is the fourth year that USAA has earned the highest trust ratings. The next 10 companies on the top of the 2014 ratings are Lexus dealers, credit unions, H.E.B., Trader Joe’s, Chick-fil-A, Publix, Costco, Amazon.com. BMW dealers, and PetSmart.

At the bottom of the 2014 Temkin Trust Ratings are three TV service providers: Charter Communications, Comcast, and Time Warner Cable. These three companies also showed up in the bottom 10 for their Internet services businesses, along with HSBC (for both credit cards and banking), Qwest, and US Airways.

Here’s how the industries compare with each other:

Here are some additional analysis from the 2014 Temkin Trust Ratings:

• Led by credit cards and banking, 17 of the 19 industries improved their Temkin Trust Ratings between 2013 and 2014. Hotel chains were the only industry to experience a decline.
• The five highest rated industries are grocery chains, investment firms, insurance carriers, retailers, and auto dealers.
• The five lowest rated industries are TV service providers, Internet service providers, wireless carriers, health plans, and airlines.
• 180 companies earned higher Temkin Trust Ratings in 2014 than they did in 2013, while only 50 had lower ratings.
• The five companies with the largest improvement in Temkin Trust Ratings between 2013 and 2014 are CareFirst, T.J. Maxx, Best Buy, Cox Communications, and Apple Store.
• The six companies with the largest decline in Temkin Trust Ratings between 2013 and 2014 are Holiday Inn Express, Hyatt, Coventry Health Care, Blackboard, Travelers, and Marriott.

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. 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 Trust Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “To what degree do you TRUST that these companies will take care of your needs?” Potential responses range from 1= “do not trust at all” to 7= “completely trust.” Temkin Trust Rating for a company 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.

Download dataset for $295

You can view a sortable list of results from the Temkin Trust Ratings as well as other ratings on the Temkin Ratings website.

The bottom line: Good news: Trust is on the rise

2014 Temkin Experience Ratings: 19 Industry Results

I published posts for all 19 industries in the 2014 Temkin Experience Ratings.They rank each company in the industry, their change since last year, and the relative results for all the three components of the ratings: functional, accessible and emotional. Here are links to each industry:

Download entire dataset for $395

> Airlines
> Appliance makers
> Auto dealers
> Banks
> Car rental agencies
> Computer makers
> Credit card issuers
> Fast food chains
> Grocery chains
> Health plans
> Hotel chains
> Insurance carriers
> Internet service providers
> Investment firms
> Parcel delivery services
> Retailers
> Software firms
> TV service providers
> Wireless carriers

 

Here’s my post with links to the industry details for 2012 and 2013.

See all of our ratings…

2014 Temkin Experience Ratings

We just published the 2014 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 268 organizations across 19 industries. Congratulations to H-E-B, Trader Joe’s, Chick-fil-A, and Publix, the top firms in this year’s ratings:

Download report for FREE You can also download the data for $395.

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

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

Here are the top and bottom companies in the ratings:

Here’s how the industries compare with each other:

In this year’s ratings, 37% of companies earned “good” or “excellent” scores, while 25% are rated as “poor” or ”very poor.” Companies with at least a “good” rating stayed flat over 2013, but have grown by 21 percentage-points since 2011. Led by credit card issuers with an average increase of 4.1 points, 15 of the 19 industries earned a higher rating in 2014 than they did in 2013. Only four industries declined over the previous year: Parcel delivery services, retailers, rental car agencies, and hotel chains.

Of the 243 companies that are included in both the 2013 and 2014 Temkin Experience Ratings, 48% of the firms increased by one point or more while 32% declined by at least one point. EarthLink, Regions, Humana, Morgan Stanley Smith Barney, and Capital One improved the most. Coventry Health Care, US Cellular, Marriott, Fifth Third, and Chrysler declined the most.

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Get the Data

Do you want to see all of the data from the 2014 Temkin Experience Ratings? You can purchase an excel spreadsheet for $395…

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

The bottom line: Customer experience is improving, but there’s still a long way to go