Google and Apple Lead Software Industry in 2013 Temkin Experience Ratings

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 software industry:

  • The software industry, on average, comes 11th out of 19 industries we studied. We did not study software firms in previous years.
  • The top software firm, Google, earned a score of 67%, high in the “okay” range. The lowest-ranked software firm, McAfee, earned a 54%.
  • McAfee earned the lowest score across all three underlying components, functional, accessible and emotional.
  • Symantec earned the top spot  in the functional component.
  • Google earned the top ratings accessible and emotional components.
  • Apple, earned second place in the industry. While Apple is first place among its peers in the computer manufacturing industry, it received an even higher score for its software offerings—with a score of 67%.
  • Here’s a link to industry results from the 2012 ratings.
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Apple and HP Lead Computer Industry in 2013 Temkin Experience Ratings

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 computer industry:

  • The computer industry has been steadily improving over the last three years, from an average Temkin Experience Rating of 54% in 2011 to 60% this year. The average rating for computer makers places the sector tied for 13th out of 19 industries.
  • Apple is the highest-ranked computer maker for the third straight year, ranked #134 across all industries. It’s rating of 64%, is one percentage point below its 2012 rating. The company led the industry in the accessible and emotional components.
  • HP is in second place in the industry with a rating of 62% and leads in the functional component. The company’s ratings increased three percentage points since last year, narrowing the gap with Apple.
  • Dell showed the largest improvement over 2012, with an increase of six percentage points.
  • The lowest-ranked computer makers are Sony and Lenovo, with ratings of 54%. Both of those firms had the largest declines in the industry.
  • Sony is the lowest rated in functional and accessible components and Lenovo is the lowest rated in the emotional component.
  • Here’s a link to industry results from the 2012 ratings.
Download entire dataset for $395
Temkin Ratings website

Report: 2013 Temkin Experience Ratings

Temkin Ratings website

2013TemkinExperienceRatings_Cover

We published the 2013 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 246 organizations across 19 industries. Congratulations to the top firms in this year’s ratings: Publix, Trader Joe’s, Aldi, Chick-fil-A, Amazon.com, and Sam’s Club.

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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:

2013TER_BestWorstHere’s how the industries compare with each other:

(NOTE: We have published posts on the detailed results for all 19 industries)

2013TER_IndustriesHere are the companies that are leaders and laggards across the 19 industries:

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In this year’s ratings, 37% of companies earned “good” or “excellent” scores, while 28% are rated as “poor” or ”very poor.” Companies with at least a “good” rating grew by nine-percentage points since 2012 and by 21-points since 2011. Of the 203 companies that are included in both the 2012 and 2013 Temkin Experience Ratings, 57% firms had at least a modest increase. The companies that made the largest improvement over 2012 are Citibank, TriCare, TD Ameritrade, Office Depot, EarthLink, Hardees, and Regions Bank.

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Get the Data

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

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

Temkin Ratings website

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

2012 Temkin Web Experience Ratings

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

Apple Delivers Best CX with Lenovo and Toshiba Coming on Strong

This post examines the 10 personal computer makers included in the 2012 Temkin Experience Ratings.

The pace of improvements in the computer industry has changed the rankings. In 2011, Apple had a two-point lead over Acer and a three-point advantage over HP and Sony. This year, Apple has a three-point advantage over both Lenovo and Toshiba, while both HP and Sony have slipped farther back.

Apple was the top rated computer firm in 2012, earning an “okay” rating and the 89th overall spot across industries. Three other computer makers earned “okay” ratings: Lenovo, Toshiba, and HP. The remaining companies received “poor” ratings, with Gateway and Dell at the bottom.

The computer industry received the fourth lowest average customer experience rating, falling only ahead of health plans, Internet service providers, and TV service providers. The industry, however, earned the second largest increase between 2011 and 2012. Only insurance carriers improved more over that timeframe. Lenovo and Toshiba made the largest year-over-year improvements in the industry, earning double-digit increases in their ratings. Apple had the third largest increase. Dell and Acer were the only computer makers that did not earn at least a one-point improvements.

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: Apple sets the CX pace, but look out for Lenovo and Toshiba

Report: 2012 Temkin Experience Ratings UK

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.

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

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

Here are the ratings for all 66 companies:

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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.

Why Did Apple Do So Poorly?

I’ve had some great discussions about the 2011 Temkin Experience Ratings. It’s wonderful to see all of the dialogue. One of the most common questions that I get is: Why was Apple so low (#79 overall)? I’ve given my opinion on this to several people, but I decided to do a more thorough analysis of the Temkin Ratings data.

First of all, Apple did quite well compared to other personal computer makers; ending up with the highest overall Temkin Experience Rating (59%, almost an “okay” rating) which was four percentage points above the industry average and two percentage-points higher than the second-place computer company, Acer.

When examining the three components of the Temkin Experience Ratings, Apple leads more in the Functional component than in other areas…

So Apple is the best of its peers, but it still just “okay” when compared with companies across 12 industries. Here are some reasons why Apple might not be scoring as high as some people might have expected:

  • Apple has always had rabid fans. But as the Mac expands its market, it serves more mainstream users that tend to find it difficult to deal with computer makers (all of them).
  • Females and older consumers are the demographics that gives computer makers the highest experience ratings. It turns out that Apple customers tend to be younger than average and a bit more weighted towards males.

I also looked ahead to the next rating we will be publishing, the 2011 Temkin Loyalty Ratings. Apple does better… #51 overall and seven percentage points above the computer industry average. Keep an eye out to see how Apple does in our Forgiveness, Trust, Customer Service, and Web Experience ratings (I can’t give away all of Apple’s scores too early).

We are also doing an analysis of purchasing experiences across a number of sectors, including personal computers. So I dug a bit into the data we have on 842 US consumers that had recently purchased a computer. Here’s how they rate Apple vs PC makers when it comes to steps in the buying experience:

Apple outpaces PC makers (as a group) across all elements of the new computer process (although when looking at specific PC brands, we find that HP customers are more satisfied than Apple customers with the purchase process and both HP and DELL customers are equally satisfied with the computer they purchased). The largest gap is in the area of customer service where Apple is 13 percentage-points better than PC makers. But in other parts of the process like the actual purchase, Apple is not as far out in front.

Back to the question I setup in the title of this post: Why did Apple do so poorly? It didn’t do poorly at all. It provides the best overall customer experience in the computer industry. But… it does not dominate all areas of the customer experience.

The bottom line: Yes, even Apple has a lot of room for improvement

20 Companies Most Susceptible To Negative Comments Via 3rd Party Ratings Sites

In my previous two posts, I listed companies that were susceptible to negative feedback via Facebook and Twitter. Now it’s time to look at 3rd party ratings sites like TripAdviosr and Yelp.. In the report How Consumers Give Feedback, we analyzed what US consumers did after they had a very bad or a very good experience.

As a part of the analysis, we examined the difference in social media use across 141 companies. Our analysis looked at how often people that had interacted with those companies had also used social media to talk about a very bad experience in the previous 60 days. We then compared that data to the overall US average.

This chart shows the 20 companies that interact with consumers who are most likely to post a comment or rating about a very bad experience on a 3rd party site.

As you can see, Days Inn, Super 8, TD Ameritrade, United Airlines, Hyatt, Hilton, and AirTram Airways are more than the most susceptible to having a bad comment or rating show up on these sites.

The bottom line: These firms need to track third party rating sites more than their peers

20 Companies Most Susceptible To Negative Comments Via Twitter

In my previous post, I listed companies that were susceptible to negative feedback via Facebook. Now it’s time to look at Twitter. In the report How Consumers Give Feedback, we analyzed what US consumers did after they had a very bad or a very good experience.

As a part of the analysis, we examined the difference in social media use across 141 companies. Our analysis looked at how often people that had interacted with those companies had also used social media to talk about a very bad experience in the previous 60 days. We then compared that data to the overall US average.

This chart shows the 20 companies that interact with consumers who are most likely to tweet about a very bad experience.

As you can see, Days Inn, Courtyard By Marriott, Hyatt, Continental Airlines, 21st Century, and Bright House are more than three times as susceptible to having a bad experience show up on Twitter.

The bottom line: These firms need to think a bit more about Twitter than the average company

 

20 Companies Most Susceptible To Negative Comments Via Facebook

In the recent Temkin Group Insight report, How Consumers Give Feedback, we analyzed what US consumers did after they had a very bad or a very good experience. One of the areas we examined was the use of social media outlets like Facebook and Twitter.

As a part of the analysis, we examined the difference in social media use across 141 companies. Our analysis looked at how often people that had interacted with those companies had also used social media to talk about a very bad experience in the previous 60 days. We then compared that data to the overall US average.

This chart shows the 20 companies that interact with consumers who are most likely to post a very bad experience on Facebook.

As you can see, Days Inn, E*TRADE, and Apple are twice as susceptible to having a bad experience show up on Facebook.

The bottom line: These firms need to think a bit more about Facebook than the average company

 

The Best And Worst Of Cross-Channel Design

We just completed a pretty extensive evaluation of the cross channel experiences of the following 16 large companies:

  • Airlines: American Airlines, Delta Air Lines, Southwest Airlines, United Air Lines
  • Banks: Bank of America, JP Morgan Chase, Wachovia, Wells Fargo
  • Department stores: JC Penney, Kohl’s, Macy’s, Sears
  • Mp3 manufacturers: Apple, Creative, iRiver, Sony

The research used Forrester’s Cross-Channel Review methodology (which is a form of an expert reveiw) to grade the experiences across 57 criteria. The analysis looked at interactions via the Web, email, IVR, phone agent, as well as cross-channel transitions.

Here are some of the findings from the research:

  • None of the 16 companies received a passing score [+57 or higher].
  • Airlines received the highest average score [-8] and MP3 manufacturers the lowest [-29].
  • Delta received the highest score and iRiver received the lowest score.
  • There were 4 criteria that all of the companies failed:
    • “Is text legible?” (Web Site)
    • “Can customers get a confirmation of their phone conversation in another channel?” (Phone Agent)
    • “Can the user complete her goals in all required channels?” (Channel Transition)
    • “Can the user control how he interacts with the company?” (Channel Transition)
  • Results differed across the channels we evaluated:
    • Web Site: Delta was best; Sony was worst
    • IVR: American Airlines was best; iRiver, JC Penney, Southwest Airlines were worst
    • Phone agents: American Airlines was best; JC Penney was worst
    • Email: Sears, Creative were best; Southwest Airlines, Apple, iRiver were worst
    • Channel transitions: Macy’s was best; JPMorgan Chase, American Airlines were worst

I need to give a shout out to the Adele Sage, Vidya Drego, and Andrew McInnes who did most of the hard work on the research.

The bottom line: It’s not all bad news; firms that make improvements can really differentiate themselves.

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