We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.
USAA and Discover deliver the best customer experience in the credit card industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Out of the 11 credit card issuers evaluated, USAA was the highest rated for the sixth year in a row, earning a 69% rating and placing 60th overall out of 294 companies across 20 industries. However, despite receiving the highest score in the industry, USAA also declined by the most percentage points over the past year, dropping by 11 points between 2015 and 2016. This dramatic fall enabled Discover to come in a close second, with a rating of 68% and placing 69th overall.
At the other end of the spectrum, HSBC was the lowest-rated credit card issuer for the fourth straight year, receiving a 45% rating and an overall ranking of 274th.
Overall, the credit card industry averaged a 63% rating in the 2016 Temkin Experience Ratings and placed 6th out of 20 industries. The average rating of the industry decreased by four percentage points between 2015 and 2016.
Here are some additional findings from the credit card industry: Read more of this post
Filed under 2016 Temkin Ratings, Customer experience
Tagged with American Express, Bank Of America, Barclaycard, Capital One, Chase, Citigroup, credit card industry, credit cards, Discover, HSBC, U.S. Bank, USAA, Wells Fargo
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2014. The report, which includes 19 data charts, examines which companies and industries provide the most bad experiences, what impact those experiences have on spending, and how the negative impacts of bad experiences can be mitigated by good service recovery. The report also examines how consumers share their good and bad experiences with companies as well as with other people. 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 268 companies across 19 industries. Results show that Internet services and TV services are the industries most likely to deliver a bad experience to their customers, while grocery chains are the least likely to. At the company level, Scottrade had the smallest percentage of customers reporting a recent bad experience with the company and Time Warner Cable had the highest. More than half of the customers who encountered a bad experience at a fast food chain, credit card issuer, grocery store, or hotel either decreased their spending with the company or stopped altogether. However, our data shows that a good service recovery effort can help mitigate a bad experience. Unfortunately, many firms—especially in the banking, Internet services, and TV services sectors—aren’t very good at service recovery. In addition to the consequences of bad interactions, we also examined which channels customers use to share their good and bad experiences and how these changed across age groups. We then compared these results to survey responses from the past two years. We also uncovered a negative bias inherent in how customers provide feedback. ING Direct, Residence Inn, and Fairfield Inn have the most negative bias in the feedback they receive directly from customers, while Hy-Vee and Hyundai have the most negative bias on Facebook.
Click link to see full list of industries and companies covered in this report (.pdf).
Download report for $195
One of the most interesting analyses in the report is the look at how service recovery after a bad experience affects the spending pattern of consumers. Here’s a summary of one of the charts showing just how important it is for a company to recover well after making a mistake:
Here are some other insights from the research:
- Sixteen percent of consumers who have interacted with TV service and Internet service providers report having a bad experience over the previous six months. Next on the list are wireless carriers, with 12% of their customers reporting a bad experience. At the other end of the spectrum, only 3% of consumers report a bad experience with grocery chains and 4% report having a bad experience with fast food chains.
- The five companies with the most customers reporting bad experiences are Time Warner Cable (25%), Motel 6 (22%), Coventry Health Care (21%), and Comcast (21%). There were 10 companies with only 1% or less of their customers reporting bad experiences: Scottrade, Chick-fil-A, H.E.B., Whole Foods, ShopRite, ING Direct, Starbucks, Trader Joe’s, Vanguard, and True Value.
- More than one-quarter of consumers who have a bad experience stop spending with computer makers, car rental agencies, credit card issuers, hotel chains, and software companies. The impact of bad experiences is less costly for parcel delivery services, wireless carriers, health plans, TV service providers, Internet service providers, and grocery chains, as less than 15% of their customers with bad experience stopped spending.
- The industries that are the best at responding to a bad experience are investment firms, major appliances, retailers, and car rental agencies. The industries that are the worst at responding to a bad experience are TV service providers, wireless carriers, Internet service providers, parcel delivery services, and health plans.
- Thirty-two percent of consumers give feedback directly to companies after a very bad experience and 23% give feedback after a very good experience.
- Overall, 25- to 34-year-olds are the most likely to share feedback about their experiences. After a good experience 57% tell a friend directly, 28% share on Facebook, and 18% put a comment or rating on a review site. After a bad experience, 60% tell a friend directly, 31% share on Facebook, and 20% write a review.
Download report for $195
The bottom line: Make sure to recover quickly after a bad experience
Filed under Benchmarks, Bruce Temkin Research, Customer Connectedness, Customer experience, Temkin Group Research, Trends
Tagged with 21st Century, 7-Eleven, A&P, AAA, Ace Hardware, Acer, Activision, Adobe, Advance Auto Parts, Aetna, AIG, AirTran Airways, ALamo, Alaska Airlines, Albertsons, Aldi, Allstate, Amazon.com, American Airlines, American Express, American Family, Ameriprise Financial, Anthem, AOL, Apple, Arby's, AT&T, Audi, AutoZone, Avis, Bank Of America, Barclaycard, Barnes & Noble, Baskin Robbins, Bed Bath & Beyond, Best Buy, Best Western, BJs Wholesale Club, Blackboard, Blue Shield of California, BMW, Bosch, Bright House, Budget, Buick, Burger King, Cablevision, Cadillac, Capital One, CareFirst, Charles Schwab, Charter Communications, Chase, Chevrolet, Chick-fil-A, Chrysler, Cigna, Citibank, Citigroup, Citizens, Comcast, Comfort Inn, Compaq, Costco, Courtyard By Marriott, Coventry Health Care, Cox Communications, credit unions, Crowne Plaza, CVS, Dairy Queen, Days Inn, Dell, Delta, DHL, DirecTV, Discover, Dish Network, Dodge, Dollar, Dollar General, Dollar Tree, Domino's, Dunkin' Donuts, E*Trade, eBay, Edward Jones, Electrolux, eMachines, Empire, Enterprise, Fairfield Inn, Family Dollar, Farmers, FedEx, Fidelity Investments, Fifth Third, Food Lion, Foot Locker, Ford, Fujitsu, GameStop, Gap, Gateway, GE, Geico, Giant Eagle, GM, Google, H.E.B, Haier, Hampton Inn, Hardees, Health Net, Hertz, Hewlett-Packard, Highmark, Hilton, Hitachi, Holiday Inn, Holiday Inn Express, Home Depot, Honda, HSBC, Humana, Hy-Vee, Hyatt, Hyundai, ING Direct, Intuit, Jack in the Box, JCPenney, Jeep, JetBlue Airlines, Kaiser Permanente, KFC, Kia, Kmart, Kohl's, Kroger, La Quinta Inn, Lenovo, Lexus, LG, Liberty Mutual, Little Caesar's, Lowe's, Macy's, Marriott, Marshalls, Mazda, McAfee, McDonalds, Medicaid, Medicare, Mercedes Benz, Merrill Lynch, MetLife, MetroPCS, Microsoft, Morgan Stanley Smith Barney, Motel 6, MSN, National, Nationwide, New York Life, Nissan, Nordstrom, O'Reilly Auto Parts, Office Depot, OfficeMax, Old Navy, Optimum (iO)/Cablevision, Orange Julius, PetSmart, Piggly Wiggly, Pizza Hut, PNC, Progressive, Publix, Quality Inn, Quiznos, QVC, Qwest, RadioShack, Regions, Residence Inn, Rite Aid, Ross, Safeway, Sam's Club, Samsung, Save-a-Lot, Scottrade, Sears, Sheraton, ShopRIte, Sonic Drive-In, Sony, Southwest Airlines, Sprint, Staples, Starbucks, State Farm, Stop & Shop, Subway, SunTrust Bank, Super 8, Symantec, T-Mobile, T.J. Maxx, Taco Bell, Target, TD Ameritrade, TD Bank, The Hartford, Time Warner Cable, Toshiba, Toyota, Toys "R" Us, TracFone, Trader Joe's, Travelers, TriCare, True Value, U.S. Bank, United Airlines, United Healthcare, UPS, US Airways, US Cellular, US Postal Service, USAA, Vanguard, Verizon, Verizon Wireless, Virgin Mobile, Volkswagen, Wal-Mart, Walgreens, Wells Fargo, Wendy's, Westin, Whirlpool, Whole Foods, Winn-Dixie
I’m excited to announce the launch of Temkin Group’s newest offering….
We introduced the Temkin Ratings site in the US last year. The site provides free access to all of our ratings, making it easy to see how consumers rate large companies across a number of dimensions. We decided to extend the Temkin Ratings into the UK with four of our ratings: Experience, Loyalty, Trust, and Forgiveness. You can review all of those ratings from the Temkin Ratings UK site.
As you can see below, we’re also providing the Temkin Experience Ratings report free of charge. We will providing some details around the other ratings in future posts. And, of course, we will be releasing the 2012 ratings in the US later this year — with even more industries.
We just published a new Temkin Group report, 2012 Temkin Experience Ratings UK. Congratulations to the top six companies (out of 66 in the ratings):
1) John Lewis
1) Waitrose
3) Amazon.co.uk
4) Farmfoods
4) Iceland
4) Morrisons
Here is the executive summary from the report:
John Lewis and Waitrose tied for first in the 2012 Temkin Experience Rankings UK, with several other grocery stores and Amazon.com rounding out the top ten. We asked 3,000 British consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional. These data allowed us to rate 66 companies across seven industries. Only two of those companies received an “excellent” rating, while 26% fell in the “good” category. The results show that retailers and grocery stores deliver the best experience while personal computer manufacturers and insurance companies provide the worst.
Download report for FREE
The Temkin Experience Ratings UK are based on evaluating three elements of experience:
- Functional: How well do experiences meet consumers’ needs?
- Accessible: How easy is it for consumers to do what they want to do?
- Emotional: How do consumers feel about the experiences?
Here are the ratings for all 66 companies:
Download report for FREE
Are you interested in getting a deeper look at the data? Or do you want to see the differences in industries across age? Then you should visit Temkin Ratings at www.temkinratings.co.uk.
The bottom line: Customer experience excellence is in short supply.
Filed under Benchmarks, Customer experience, Temkin Group Research
Tagged with Acer, Aldi, Amazon.com, American Express, Apple, Argos, ASDA, Aviva, AXA, B&Q, Barclaycard, Barclays, Boots, Capital One, Churchill, Co-operative Food, Comet, Compaq, Costcutter, Currys, Debenhams, Dell, Direct Line, Farmfoods, Halifax Bank, Hewlett-Packard, HMV, HSBC, Iceland, John Lewis, Lidl, Lloyd's, Lloyds TSB, M&S Food, Marks and Spencer, MBNA, Morrisons, Nationwide Building Society, NatWest, Next, O2, Orange, Play.com, Post Office, Royal Bank of Scotland, Sainsbury, Santander, Sony, Spar, T-Mobile, Tesco, Tesco Bank, Tesco Mobile, Three, Toshiba, Virgin Mobile, Vodafone, Waitrose