Connecting Brands, Leaders, Employees, and Customers
March 24, 2017 Leave a comment
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers.
UPS delivers the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings. The entire industry improved over last year,
June 3, 2016 Leave a comment
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.
Of the 4 parcel delivery service companies we looked at, UPS earned the highest score for the third year in a row with a rating of 70%, putting it in 51st place overall out of 294 companies across 20 industries. FedEx came in second for the third year in a row with a rating of 68% and a rank of 69th overall. U.S. Postal Service came in third place and DHL received the lowest score in the industry by a significant margin. DHL has been the lowest scoring parcel delivery company for the past five years.
March 27, 2014 Leave a comment
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.
For the first time, UPS is the highest-rated parcel delivery service with a rating of 75% and a rank of 49th overall. FedEx came in a very close second, scoring 74% and placing 59th overall. DHL is the lowest-scoring parcel delivery service, and the only one not to receive a “good” rating. It scored 53% and came in 246th place overall.
Download entire dataset for $395
Here are some additional findings from the parcel delivery industry: Read more of this post
February 25, 2014 Leave a comment
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).
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:
The bottom line: Make sure to recover quickly after a bad experience
October 7, 2013 2 Comments
Today is the first day of Customer Service Week, so it’s a great opportunity to once again congratulate the industry leaders in the 2013 Temkin Customer Service Ratings (60% or more is a strong score):
I also want to congratulate the organizations that are improving. These firms earned 2013 Temkin Customer Service Ratings that are 15 percentage points or more higher than their 2012 ratings: Citibank, U.S. Bank, Hyundai, Nissan. Citigroup, and Old Navy.
It’s also a good time to reiterate the distinction between customer service and customer experience. I like what Amazon.com’s CEO Jeff Bezos had to say on this topic:
“Internally, customer service is a component of customer experience. Customer experience includes having the lowest price, having the fastest delivery, having it reliable enough so that you don’t need to contact [anyone]. Then you save customer service for those truly unusual situations. You know, I got my book and it’s missing pages 47 through 58“
The bottom line: Happy Customer Service Week!
August 21, 2013 Leave a comment
We just released the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms).
Download entire dataset for $295
Here are some company highlights:
Temkin Group also examined year-over-year results for the 171 companies that were in both the 2012 and 2013 Temkin Customer Service Ratings and found that:
Here are some industry highlights:
During January 2013, Temkin Group asked 10,000 U.S. consumers to identify the companies that they had interacted with on their websites during the previous 60 days. These consumers were asked the following question:
Thinking back to your most recent customer service interaction with these companies,
how satisfied were you with the experience?
Responses from 1= “very dissatisfied” to 7= “very satisfied”
For all companies with 100 or more consumer responses, we calculated the “net satisfaction” score. The Temkin Customer Service Ratings are calculated by taking the percentage of consumers that selected either “6” or “7” and subtracting the percentage of consumers that selected either “1,” “2,” or “3.”
Download entire dataset for $295
To see all of the companies in the Temkin Customer Service Ratings as ell as all of our other Temkin Ratings and sort through the results, visit the Temkin Ratings website
The bottom line: TV service providers deliver terrible customer service
August 6, 2013 2 Comments
We just released the third annual Temkin Web Experience Ratings of 211 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms).
Download entire dataset for $295
Here are some company highlights:
Temkin Group examined year-over-year results for the 154 companies that were in the 2012 and 2013 ratings and found that:
Here are some industry highlights:
During January 2013, Temkin Group asked 10,000 U.S. consumers to identify the companies that they had interacted with on their websites during the previous 60 days. These consumers were asked the following question:
Thinking back to your most recent interaction with the websites of these companies,
how satisfied were you with the experience?
Responses from 1= “very dissatisfied” to 7= “very satisfied”
For all companies with 100 or more consumer responses, we calculated the “net satisfaction” score. The Temkin Web Experience Ratings are calculated by taking the percentage of consumers that selected either “6” or “7” and subtracting the percentage of consumers that selected either “1,” “2,” or “3.”
Download entire dataset for $295
To see all of the companies in the Temkin Trust Ratings as ell as all of our other Temkin Ratings and sort through the results, visit the Temkin Ratings website
The bottom line: Web experiences are heading in the wrong direction.
June 25, 2013 6 Comments
We just released the third annual Temkin Trust Ratings of 246 companies across 19 industries (see full list).
Download entire dataset for $295
For the third straight year, USAA‘s insurance business earned the top ranking in the Temkin Trust Ratings. Here are additional highlights:
We also examined year-over-year results for 204 companies that were also in the 2012 Temkin Trust Ratings. Here are some highlights of that analysis:
Here are the highlights of the 19 industries in the 2013 Temkin Trust Ratings:
During January 2013, Temkin Group asked consumers to identify companies that they have interacted with during the previous 60 days. For a random subset of those companies, consumers are asked to rate companies as follows:
To what degree do you TRUST that these companies will take care of your needs?
Responses from 1= “do not trust at all” to 7= “completely trust”
For all companies with 100 or more consumer responses, we calculated the “net trust” score. The Temkin Trust Ratings are calculated by taking the percentage of consumers that selected either “6” or “7” and subtracting the percentage of consumers that selected either “1,” “2,” or “3.”
Download entire dataset for $295
To see all of the companies in the Temkin Trust Ratings as ell as all of our other Temkin Ratings and sort through the results, visit the Temkin Ratings website
The bottom line: Without a customer’s trust, it’s hard to expect her loyalty.
May 1, 2013 2 Comments
All companies, even customer experience leaders, make mistakes. But how much goodwill have companies built up for consumers to forgive them after those miscues? To answer this question, Temkin Group surveyed 10,000 U.S. consumers about companies with whom they’ve recently interacted. We used this data for the third annual Temkin Forgiveness Ratings of 246 companies across 19 industries.
Download entire dataset for $295
Here are the highlights of the 246 companies in the 2013 Temkin Forgiveness Ratings:
We also examined year-over-year results for 204 companies that were in both the 2012 and 2013 Temkin Forgiveness Ratings. Here are some highlights of that analysis:
Here are the highlights of the 19 industries in the 2013 Temkin Forgiveness Ratings:
During January 2013, Temkin Group asked consumers to identify companies that they have interacted with during the previous 60 days. For a random subset of those companies, consumers are asked to rate companies as follows:
How likely are you to forgive these companies if they deliver a bad experience?
Responses from 1= “extremely unlikely” to 7= “extremely likely”
For all companies with 100 or more consumer responses, we calculated the “net forgiveness” score. The Temkin Forgiveness Ratings are calculated by taking the percentage of consumers that selected either “6” or “7” and subtracting the percentage of consumers that selected either “1,” “2,” or “3.”
Download entire dataset for $295
To see all of the companies in the Temkin Forgiveness Ratings as ell as all of our other Temkin Ratings and sort through the results, visit the Temkin Ratings website
The bottom line: Forgiveness is an asset that you accumulate by consistently meeting customer needs.
March 25, 2013 Leave a comment
We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the credit card industry:
March 21, 2013 Leave a comment
We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the parcel delivery industry:
October 9, 2012 23 Comments
We just published a Temkin Group report, Net Promoter Score Benchmark Study, 2012. It provides NPS data on 175 U.S. companies across 19 industries. Here’s the executive summary:
USAA took the top two spots for its banking and insurance businesses while HSBC came in at the bottom for banking and credit cards. Our analysis of differences across consumer demographic segments showed that NPS tends to go up with age, doesn’t vary much by income levels, and is often highest with Asians. We also asked consumers what would make them more likely to recommend the companies and found that promoters are more likely to select lower prices and detractors are more likely to select better customer service. While there is some debate about the efficacy of NPS, our analysis shows that promoters are much more likely than detractors to purchase more in the future across all industries. To help you implement a successful NPS program, we’ve included eight tips such as don’t believe in an “ultimate question” and use control charts, not pinpointed goals. The industries included in this report are airlines, auto dealers, banks, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, major appliance makers, parcel delivery services, rental car agencies, retailers, software firms, TV service providers, and wireless carriers.
Download report for $295
(includes the data)
The industries included in this report are airlines, auto dealers, banks, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, major appliance makers, parcel delivery services, rental car agencies, retailers, software firms, TV service providers, and wireless carriers.
The report contains the following components:
Download report for $295
(Includes the data)
The bottom line: Companies need to give customers a reason to recommend them
May 30, 2012 Leave a comment
Temkin Group has just released the 2012
We introduced the Temkin Web Experience Ratings last year. The 2012 Web Experience Ratings include 159 companies from 18 industries and is based on a survey of 10,000 U.S. consumers.
Congratulations to the top firms in this year’s ratings: Amazon, credit unions, USAA, PNC, Southwest Airlines, eBay, Sam’s Club, ShopRite, JCPenney, and ING Direct. Of course, not every company has earned good web experience, especially the companies at the bottom of the 2012 ratings: Charter Communications, Humana, Qwest, Cigna, Time Warner Cable, Anthem, Road Runner, Medicare, Blue Shield of CA, and TracFone.
We also examined industry averages and found that banks and investment firms have earned the highest Temkin Web Experience Ratings followed by hotel chains and retailers. But consumers gave very low ratings to Internet service providers, health plans, and TV service providers.
The research also examines how individual companies are rated relative to their industry peers. The following 11 firms outscored their industry average Temkin Web Experience Ratings by 10 percentage points or more: Kaiser Permanente, Amazon, ShopRite, Southwest Airlines, USAA, Starbucks, H.E.B., Publix, credit unions, Marriott, and Apple.
The following 15 companies fell 10 percentage points or more below their industry averages: Wells Fargo Advisors, AAA, Charter Communications, Delta Airlines, Citibank, Bank of America, Humana, TracFone, Qwest, Old Navy, U.S. Airways, Rite Aid, Kohl’s, Kmart, and Charter Communications.
Temkin Group also analyzed changes from the 2011 Temkin Web Experience Ratings. Led by TV service providers and insurance carriers 11 of the 12 industries that were in both the 2011 and 2012 ratings improved since last year.
Seventy-two percent of companies that were in the 2011 and 2012 Temkin Web Experience Ratings showed improvement. Led by Comcast (Internet and TV service), Allstate, AOL, Charter Communications, Toshiba, and Sam’s Club, 20 companies improved by 10 percentage points or more between 2011 and 2012. Only three companies— Kohl’s, TracFone, and Rite Aid—declined by 10 percentage points or more during that timeframe.
Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.
The bottom line: Web experience is not good enough for how important it is
March 20, 2012 Leave a comment
Access the data from all Temkin Ratings research at the Temkin Ratings website.
We just published a new Temkin Group report, 2012 Temkin Loyalty Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate their loyalty to 206 organizations across 18 industries. Congratulations to the top firms in this year’s ratings: Sam’s Club, Aldi, USAA, Publix, credit unions, and Amazon.com.
We added six industries (fast food chains, grocery chains, major appliances, car rental agencies, auto dealers, and parcel delivery services) and 63 companies compared with the 2011 Temkin Loyalty Ratings.
Here is the executive summary from the report:
Sam’s Club, Aldi, and USAA earned the top spots in the 2012 Temkin Loyalty Ratings while Citigroup (banking and credit cards) and Charter Communications (TV service and Internet service) each show up twice in the bottom four. We asked 10,000 U.S. consumers to rate their loyalty to companies across three dimensions: likely to recommend, reluctant to switch, and willing to repurchase. Their responses allowed us to rate the loyalty of customers to 206 companies across 18 industries. One-quarter of companies have “strong” or “very strong” ratings while 50% have “weak” or “very weak” ratings. At an industry level, grocery chains and retailers have the most loyal customers while internet service providers and TV service providers have the least loyal customers. USAA has the most loyal customers across three industries, banking, insurance, and credit cards. When comparing the results from the 2011 and 2012 Temkin Loyalty Ratings, we find that PNC and USAA improved the most and Kohl’s and Hyatt declined the most.
The Temkin Loyalty Ratings are based on evaluating three components of loyalty:
Here are the ratings for all 206 companies:
Here’s how the industries compare with each other:
Here are some other highlights from the research:
Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.
The bottom line: Consumer loyalty remains up for grabs across most industries.
Customer Experience Matters® 