Amazon Kindle Leads Computers and Tablets 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.

Amazon (Kindle) and Apple deliver the best customer experience in the computer and tablet industry, according to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers. Amazon took the top spot with a rating of 76%, placing it 41st overall out of 293 companies. Apple came in second with a rating of 68% and an overall ranking of 119th.

While the Temkin Experience Ratings have included computer makers for five years, it added tablets to this category in 2015. Amazon’s Kindle—a newcomer to the Ratings—unseated Apple as the highest-scoring computer and tablet maker, a position Apple had held for the previous three years.

At the other end of the spectrum, Lenovo and Asus tied for the lowest-rated computer and tablet maker, each with a rating of 55% and an overall ranking of 245th. Lenovo dropped six percentage-points from 2014, while this is the first year that Asus has been included in the Ratings.

Overall, the computer & tablet industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 11th place out of 20 industries. It was also one of only 5 industries to improve its rating over the past year, increasing its average by 1.2 percentage points.

Here are some additional findings:

  • The ratings of all computer makers in the 2015 Temkin Experience Ratings are as follows: Amazon (76%), Apple (68%), Hewlett-Packard (64%), Barnes & Noble (60%), Toshiba (60%), Sony (60%), Acer (57%), Dell (57%), Lenovo (55%), and Asus (55%).
  • Sony (+5 points) and Apple (+1 point) were the only companies in this industry to improve their ratings between 2014 and 2015.
  • Lenovo (-6 points), Acer (-4 points), and Dell (-2 points) declined by the most percentage-points between 2014 and 2015.

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Apple and Google Lead Software Industry 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 Ratings for software firms:

  • Apple and Google tied for the highest score in the software industry, each scoring 66% and ranking 136th overall. Apple’s score declined by two percentage-points from last year, while Google’s increased by one point.
  • Blackboard dropped seven points between 2014 and 2015—from 54% last year to 47% this year—making it the lowest ranked software company for the second year in a row. It was also the only software company to score a “very poor” rating.
  • Blackboard received the lowest TxR component ratings in all three categories, falling more than 10 percentage-points below the industry average in each one. It fell 10.2 points below industry average in success, 14.5 points below industry average in effort, and 14.1 points below industry average in emotion.
  • The average rating for software firms dropped 2.4 percentage-points in the last year, down from 63% in 2014 to 60% in 2015.
  • In addition to the overall rating, the average score of each component decreased between 2014 and 2015. In 2014 the industry average for success was 68%, now it is 66%. Likewise, the average score for effort dropped from 65% to 63%, and the average score for emotion dropped from 55% to 53%.
  • Apple earned the highest score for both the success and emotion components, scoring 72% and 60% respectively. Google, meanwhile, scored the highest for the effort component with 70%.
  • Google and Intuit were the only two software firms to have increased their score over the past year; however, each only improved by one percentage-point. Google went from 65% to 66% over the past year, and Intuit went from 63% to 64%.
  • Although Activision fell below the industry average for both the success and effort component, it scored 2.4 percentage-points higher than the industry average for the emotion component. Sony, on the other hand, scored above industry average for both effort and emotion, but scored 2.9 percentage-points below average for the success component.

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Congrats To Industry Leaders in Customer Service

Since today is the last day of Customer Service Week, I’m give a shout out to industry leaders in the 2014 Temkin Customer Service Ratings. The chart below shows the leaders across 19 industries, along with where they ranked compared with the 233 companies in the ratings.

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The bottom line: Happy Customer Service Week!

 

Report: Tech Vendor NPS Benchmark, 2014

1407_IT_NPSBenchmark_COVERWe just published a Temkin Group report, Tech Vendor NPS Benchmark, 2014, The research examines Net Promoter Scores and the link to loyalty for 63 tech vendors based on feedback from IT decision makers. We also compared overall results to our 2013 NPS benchmark and our 2012 NPS benchmark. Here’s the executive summary:

We surveyed IT decision-makers from more than 800 large North American firms to learn about their relationships with their tech vendors. We asked them a series of questions regarding their experiences as the clients of different tech vendors, and one of the questions we posed generated Net Promoter Scores® (NPS®) for the companies. Of the 63 companies we looked at, EDS and VMware earned the highest NPS, while Autodesk and Cognizant received the lowest. The overall industry average NPS dropped for the second year in a row. Our analysis also delved into the correlation between NPS and loyalty, revealing that, compared to severe detractors, promoters are much more likely to spend more money with their tech vendors in 2014, try new products and services when they are announced, and forgive the vendor for a mistake. We compared the loyalty levels for each vendor, and we found that SunGard and IBM software have the most customers planning on increasing their purchases in 2014, while Satyam and EDS customers are the most willing to try new offerings, and Satyam has the most forgiving customers. Our research also shows that promoters are more concerned than detractors about getting lower prices.

Download report for $695 (includes Excel spreadsheet with data)
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This is the third year that Temkin Group has completed the NPS study. Over that time, the average NPS in the tech industry has been dropping. NPS in for tech vendors was 33.6 in 2012 and 24.7 in 2013, falling to 23.1 in 2014.

With an NPS of 48, EDS came out with the top score followed closely by VMware with 45. Six other tech vendors received NPS of 35 or more: EMC, Microsoft servers, Oracle outsourcing, Pitney Bowes, Microsoft business applications, and Cisco.

At the other end of the spectrum, three tech vendors have negative NPS: Autodesk, Cognizant, and Wipro. Six other vendors fell below 10: Capgemini, Intuit, ADP outsourcing, CA, Infosys, and HP outsourcing.

1407_ITNPS_Companies

The report also examines the link between NPS and loyalty. Our analysis shows that promoters are more than six times likely to forgive a tech vendor if they deliver a bad experience, about seven times as likely to try a new offering from the company, and almost three times as likely to purchase more from them in 2014 than they did in 2013.

In addition to benchmarking NPS, the research measures the loyalty that large companies have for their tech vendors. Respondents have the most plans to increase spending with SunGard, IBM software, Alcatel-Lucent, and ACS. They are most likely to try new offerings from Satyam, EDS, and EMC. And if the tech vendors make a mistake, IT decision makers are most likely to forgive Satyam, EDS, Ericsson, and Alcatel-Lucent. NPS characterizes respondents as Promoters when they are very likely to recommend and Detractors when they are very unlikely to recommend.

Report details: The report includes graphics with data for NPS, 2014 purchase intentions, likelihood to forgive, likelihood to try a new offering, and areas of improvement for the 63 tech vendors that had at least 40 pieces of feedback. The excel spreadsheet includes this data (in more detail) for the 63 companies as well as for 22 other tech vendors with less than 40 pieces of feedback. It also includes the summary NPS scores from 2013. If you want to know more about the data file, download this excel spreadsheet without the data.

Download report for $695 (includes Excel spreadsheet with data)
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The bottom line: When it comes to NPS, large tech vendors are heading in the wrong direction

Note: See our 2013 NPS benchmark and 2012 NPS benchmark for tech vendors as well as our page full of NPS resources.

P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

Amazon Provides Best Technical Support

We examined the service and support delivered by the following technology providers:

  • Amazon (e.g., Kindle, Kindle Fire, Kindle Fire HD, Amazon Prime)
  • Apple (e.g., iPhone, iPad, iTunes, iCloud, MacBook)
  • Google (e.g., Search, Google Docs, Gmail, YouTube, Google Play, Google Drive)
  • Sony (e.g., PlayStation 3, PlayStation 4)
  • Microsoft (e.g., XBOX, WINDOWS, MSOffice, and Skype)
  • Nintendo (e.g., Wii, Wii U)
  • Samsung (e.g., Galaxy Phones, Galaxy Tablets, Galaxy Note)

We asked consumers who had recent service or support experience to rate those vendors in two areas:

  1. Thinking about your recent customer service or technical support experience from these companies, how would you rate the end-to-end experience from your first attempt to get help until your issue was resolved?
  2. How would you rate the overall quality of online resources provided by these companies for end user support (e.g., websites, chat, contact us, FAQs)?

As you can see in the graphic below, less than half of consumers rated any of the companies “excellent.” Some other tidbits:

  • Amazon.com is on top for end-to-end service as well as for its online resources.
  • Apple provides the second best end-to-end service, but the worst online resources.
  • Google is next to the bottom in both categories.
  • Microsoft is the lowest scoring for end-to-end service, but third from the bottom for its online resources.

1407_TechSupport1

The bottom line: Consumers could use better support for their technology.

Apple Leads Computer Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Apple took the top spot with a rating of 67%, placing it 119th overall out of 268 companies across 19 industries, while Hewlett-Packard came in a close second with a rating of 64% and an overall ranking of 144th. This is Apple’s fourth straight year as the highest-rated computer maker, and Hewlett-Packard maintained its second-place position from last year. At the other end of the spectrum, Sony and Compaq tied for the lowest-rated computer maker, each with a rating of 55% and overall ranking of 232nd. While Sony was also on the bottom in 2013, this is the lowest ranking that Compaq has ever received.

Download entire dataset for $395

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Here are some additional findings from the airline industry: Read more of this post

Symantec and Apple Lead Software Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Symantec took the top spot for the first time ever, earning a 69% rating and landing in 102nd place overall out of 268 companies across 19 industries. Apple came in a very close second with a rating of 68% and an overall rank of 109th. While Symantec ascended from its 2013 position in the middle of the group, Apple maintained its second-place rank from last year. Meanwhile, at the bottom of the list, Blackboard’s ranking dropped dramatically, leaving it in last place with a rating of 54% and an overall ranking of 241st.

Download entire dataset for $395

SOftwareA
Here are some additional findings from the software industry: Read more of this post

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