Marriott and Sheraton Lead Hotels in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here are some highlights from the hotel industry:

  • The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings. After decreasing its average score for the past three years, the hotel industry increased in the 2015 Ratings to 66.2%, up from 60% in 2014, the highest rating over all five years.
  • Out of any of the 20 industries that we evaluated, the hotel industry saw the largest improvement over its 2014 ratings as the industry average increased by 6.2 percentage points between 2014 in 2015.
  • Marriott earned the highest Temkin Experience Rating in the hotel industry (75%), followed closely by Sheraton and Courtyard by Marriott. (74%).
  • Ramada Inn and Motel 6 had the lowest overall scores as well as the lowest component scores of companies in the industry.
  • Residence Inn jumped 16 points in the last year, up to 69% from 53% in 2014, the largest increase for any company in the hotels industry.
  • Best Western (-5) was the only hotel to see a decrease in its ratings between 2014 and 2015.
  • Eight companies increased by 10 or more percentage-points in 2015: Marriott (+11 points), Courtyard by Marriott (+10) points, Hampton Inn (+10 points), Hilton (+10 points), Hyatt (+14 points), Residence Inn (+16 points), Westin (+13 points), and Super 8 (+13 points).
  • Marriott earned the highest rating for the success component (78%) and the effort component (81%), while Hampton Inn earned the highest rating for the emotion component (70%).

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Alamo and Enterprise Lead Rental Cars in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here are some highlights from the rental car industry:

  • Although down from its peak of 61% in 2012, rental car agencies saw a slight increase in their average experience ratings, from 59.3% in 2014 to 60.0% in 2015.
  • Alamo claimed the top spot and continued its upward trend. It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. Enterprise earned the second spot with a Rating of 67%.
  • For its first year on the Ratings, Fox Rent A Car took the bottom spot with a rating of 42%, placing 292nd out of the 293 companies we evaluated.
  • Rental car companies made up three of the bottom twenty companies: Fox Rent A Car (42%), Dollar (47%), and Thrifty (50%). Overall, scores in this industry ranged from “very poor” to just “okay.” And the industry tied for 15th place out of 20 industries with an average rating of 60%.
  • Rental car agencies also increased their average rating in both the success and the effort component. Their success average increased from 62% to 63% and their effort average increased for 63% to 64%. The industry’s emotion average stayed steady at 53%.
  • Alamo, Enterprise, and National were the only companies to score above the industry averages in all three TxR component categories. Alamo recorded the highest scores for success with 74% (11 points above the industry average) and emotion with 61% (eight points above the industry average), while Enterprise scored highest for effort with 72% (eight points above the industry average).

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Virgin Mobile Leads Wireless Carriers in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined.

Here are some highlights from the wireless carriers’ results:

  • Virgin Mobile earned the highest rating in the industry with a score of 67%, which put it in 128th place overall. Virgin Mobile has been steadily improving its ratings over the past five years. In 2011, it was the lowest-rated wireless carrier, with a score of 29%, in 2012 it increased its score to 59%, and then to 61% in 2013, 64% in 2014, and then this year, it became the top-rated wireless carrier, with 67%.
  • With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011. Sprint scored the furthest below the industry average for each of the three components: 8.7 percentage-points below the success average, 4.3 points below the effort average, and 5.5 points below the emotion average.
  • Of the eight wireless carriers that we looked at last year and this year, four of them increased their rating and four of them decreased their rating. U.S. Cellular (+16 points), Virgin Mobile (+3 points), MetroPCS (+2 points), and T-Mobile (+1 point) improved their scores, while TracFone (-4 points), AT&T (-4 points), Sprint (-2 points), and Verizon Wireless (-1 point) received lower scores in 2015 than in 2014.
  • U.S. Cellular experienced one of the most dramatic improvements in the Ratings, going up 16 percentage-points over the last year. This is following a 14-point decline between 2013 and 2014. In 2014, U.S. Cellular was the lowest-rated wireless carrier, with a rating of 46% and a rank of 264th out of 268 companies. This year it scored the industry average—62%—and placed 187th out of 293 companies.
  • U.S. Cellular increased each of its component scores more than any other wireless carrier, going up by 12 percentage-points for success, 16 points for effort, and an astounding 19 points for emotion.

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TV Service Providers Deliver Very Poor Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined. As an industry, TV service providers ranked 19th out of 20 industries.

Here are some highlights from the TV service providers’ results:

  • Cablevision Optimum earned the highest rating the TV service provider industry, with a score of 61% and an overall rank of 199th place.
  • Comcast was the lowest-rated TV service provider for the second year in a row, scoring 43% and ranking 291st out of 293 companies. Comcast also scored the furthest below the industry average for each of the three components, falling 6.7 percentage-points below the success average, 9.3 points below the effort average, and 11.6 points below average for the emotion average.
  • Of the nine TV service providers that we evaluated both last year and this year, only two of them increased their scores between 2014 and 2015. Verizon improved by three percentage-points, while AT&T improved by one point.
  • Bright House Networks—last year’s top-rated TV service provider—dropped eight percentage-points since 2014, while Cox Communications dropped seven percentage points over the last year.
  • Dish Network’s success score declined more than any other TV service provider’s, dropping by 10 percentage-points between 2014 and 2015. Meanwhile, Cox Communication’s effort and emotion score declined the most in the industry; its effort scored dropped by 12 points over the last year, and its emotion score dropped by 8 points over the last year.
  • Despite scoring above average for both the emotion and effort component—4.4 and 4.1 percentage-points above average respectively—DirecTV scored 3.1 points below average for the success component.

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Internet Service Providers Set the Lowest Bar in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

With a rating of 51%, Internet service providers have the lowest average score of any of the 20 industries we evaluated. The industry’s average decreased by 4.3 percentage-points over the past year, down from 56% in 2014. This is the largest decline in average rating for any industry.

Here are some highlights from the Internet service providers’ results:

  • Optimum earned the highest rating in the industry with a score of 60%, putting it in 207th place overall. Optimum is a newcomer to the Ratings, and knocked last year’s winner AOL out of the top-spot.
  • With a rating of 45%, Comcast is the lowest-scoring Internet service provider for the second year in a row. Comcast’s score dropped two percentage-points since 2014, and this year, the company ranked 289th out of 293 companies.
  • Of the eight Internet service providers that we looked at both last year and this year, not a single company’s score increased. Verizon’s rating stayed the same at 57%, while every other company’s score declined. Time Warner dropped the most, going down eight percentage-points, while Cox Communications dropped seven points, and AOL dropped six points.
  • With a rating of 45%, Comcast is the lowest-scoring Internet service provider for the second year in a row. Comcast’s score dropped two percentage-points since 2014, and this year, the company ranked 289th out of 293 companies.

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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

Temkin Experience Ratings Overview and FAQs

Temkin Ratings websiteWe recently released the fifth annual Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here’s a recorded webinar that provides an overview of the methodology and results.


Here are answers to some frequently asked questions (FAQs):

  • How much does it cost to participate? Nothing. Temkin Group does not charge companies to participate in any of the Temkin Ratings. We also do not solicit companies to “help them” improve their ratings. the only way to improve your ratings is to focus on improving your customer experience. Temkin Group can certainly help in that area, but we make no promises about what will happen to any company’s scores.
  • Why does Temkin Group publish the Temkin Ratings? Our goal is to shine a bright light on the state of customer experience (and other areas for other ratings). We feel that the best way to do that is to provide a fully independent, data-centric benchmark that cuts across industries, and to make the results freely available to the public. You can download a free copy of the Temkin Experience Ratings report of see all of the results on the Temkin Ratings website.
  • Our company did well in the ratings, can we publicize the results? Yes, as long as you follow our guidelines.  We even have badges that you can use if your company is in the top 10% overall or the leader in one of our 20 industries.
  • How do you select the industries? Temkin Group selects industries that it believes will showcase a wide breadth of customer experience. The industries need to have at least three players large enough to be included in our published ratings. Every year we re-examine our list of industries. In 2015, for instance, we added utilities.
  • How can we get our company included in the ratings? Temkin Group does not look for, nor accept, requests for inclusion in the ratings. We select the companies that we believe are most likely to have at least 100 respondents, which is our minimum level for inclusion in our published research and data.
  • How do you calculate the ratings? We asked consumers to rate three components of the experience, Success, Effort, and Emotion, on a 7-point scale. For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages.
  • Why don’t you weight the components (success, effort, emotion)? If we started to add weightings to the components, then it would appear as if one is more important than the others. All three elements are part of consumers’ overall experience.
  • We’re a <name the industry>, should we really worry about emotion? Yes! We get asked this for many industries, most often from health plans and TV service providers. First of all, if you’re one of those firms, I’m confident that you have an opportunity to improve across all three dimensions of customer experience. Instead of thinking about trying to reach the positive emotion ratings of other industries, it might be good to eliminate some of the negative emotions you deliver.
  • Isn’t it unfair to rate our company with retailers and supermarkets, since our interactions are more complicated? No! Consumers develop their expectations for customer experience based on their interactions with a large variety of companies across many industries. The Temkin Experience Ratings provides an opportunity to compare companies’ customer experience with their industry peers as well as with companies from other industries.
  • Why do TV service providers, Internet service providers, and health plans get such low ratings? There are some industries that have habitually poor customer experience. In many of the cases, these problem stems from some form of monopolistic power. TV service providers and Internet service providers have carved out regions and have limited competition, while health plans have created monopolies for employees through their contracts with employers. The good news: In most of these cases, these monopoly powers are being challenged by structural changes and new competitors.
  • How can I get data from previous years? You can download our free report for each year of the Temkin Experience Ratings. Here are links to the 2011, 2012, 2013, 2014, and 2015 ratings. You can also see all of the data at the Temkin Ratings website, and there are links to previous years ratings as well. You can also purchase the datasets for each year if you want to see more of the details.
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