Regions and Citizens Earn Top Customer Experience Ratings for Banks

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.

Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings.

Regions took the top spot out of the 15 banks included in this year’s ratings, earning a score of 82% and coming in 4^th place overall out of 331 companies across 20 industries. Citizens came in a close second with a score of 79% and an overall rank of 22^nd.

Discover Earns Top Customer Experience Rating for Credit Cards

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.

Discover delivers the best customer experience in the credit card industry, according to the 2017 Temkin Experience Ratings.

Discover took the top spot out of the 11 credit card issuers included in this year’s ratings, earning a score of 78% and coming in 28^th place overall out of 331 companies across 20 industries. American Express and USAA tied for second place, each receiving a score of 73% and ranking 90^th overall.

Prudential and USAA Earn Top Customer Experience Ratings for Insurers

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.

Prudential and USAA deliver the best customer experience in the insurance industry, according to the 2017 Temkin Experience Ratings.

Prudential and USAA tied for the top spot out of the 16 insurers included in this year’s ratings, each earning a score of 76% and coming in 47^th place overall out of 331 companies across 20 industries. USAA has earned the highest score for insurers every year since the Ratings began in 2011, and this is Prudential’s first year included in the rankings.

Credit Unions, USAA, and Regions Earn Top Customer Experience Ratings for Banks

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.

Credit unions, USAA, and Regions deliver the best customer experience in the banking 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.

Credit unions took the top spot in the banking industry for the fifth year in a row, earning a rating of 77% and placing 7^th overall out of 294 companies across 20 industries. USAA and Regions tied for second place, each receiving a rating of 75% and an overall rank of 12^th. Three other banks earned “good” ratings (above 70%): Capital One 360, TD Bank, and PNC.

Meanwhile at the bottom of the list, Citibank has the lowest score of out of 15 banks in the ratings (56%), and it placed 190^th overall. Citizens was not far ahead as it received a 60% rating and came in 153^rd place overall.

Of the 15 banks we looked at, not a single one improved its rating over the past year. Citizens dropped the most, falling 12 points between 2015 and 2016.

Overall, the banking industry averaged a 67% rating in the 2016 Temkin Experience Ratings and tied for 4^th place out of 20 industries. The average rating of the industry decreased by four percentage points between 2015 and 2016, dropping from 71% to 67%.

Here are some additional findings from the banking industry:

USAA and Discover Earn Top Customer Experience Ratings in Credit Cards

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 60^th 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 69^th 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 274^th.

Overall, the credit card industry averaged a 63% rating in the 2016 Temkin Experience Ratings and placed 6^th 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:

USAA, State Farm, and The Hartford Earn Top Customer Experience Ratings for Insurance Carriers

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, State Farm, and The Hartford deliver the best customer experience in the insurance 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.

USAA has maintained its position as the top-rated insurer for the sixth year in a row, earning a 73% rating and placing 28^th out of 294 companies across 20 industries. State Farm and The Hartford tied for second place, each with a rating of 68% and an overall rank of 69^th. While this is State Farm’s fifth straight year in second place, it is The Hartford’s first time in the top two. Of the 15 insurance carriers evaluated, Nationwide was the only one to improve its score over the past year, increasing from 63% in 2015 to 64% in 2016, which put it in 110^th place overall.

At the other end of the spectrum, 21^st Century and American Family tied for being the lowest-rated insurance carrier, each receiving a score of 47% and placing 264^th overall. This is 21^st Century’s sixth straight year at the bottom of the pack, while American Family found itself in last place after falling 14 percentage points, the most of any insurer, in the last year.

Overall, the insurance industry averaged a 61% rating in the 2016 Temkin Experience Ratings and came in 7^th place out of 20 industries. The average rating of the industry decreased by five percentage-points between 2015 and 2016, dropping from 66% to 61%.

Here are some additional findings from the insurance industry:

Congrats to Customer Service Leaders: USAA and Chick-fil-A

Since today is the final day of Customer Service Week, I want to give a shout out to the leaders in the 2015 Temkin Customer Service Ratings: USAA, Chick-fil-A, credit unions, Aldi, Trader Joe’s, Publix, Panera Bread, and H-E-B. Here are the top and bottom scoring organizations.

As you can see in this portion of our recent infographic, customer service plays a hugely valuable role in recovering after a bad experience.

Also, since we just celebrated Customer Experience Day, I want to include a quote from Amazon CEO Jeff Bezos that explains how CX and CS relate to each other:

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!

USAA and Credit Unions Lead Banks 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.

USAA and credit unions tied for the top spot, each with a rating of 81%, putting them in 8^th place overall out of 293 companies across 20 industries. Credit unions (which is a rating for a group of credit unions, not one company) have earned the highest ranking for banks over the past four years. USAA has been hovering around the top of the banking list since 2011, but this is the first year that it actually took the top spot.

Meanwhile, BB&T debuted on the Ratings at the bottom of the industry, with a rating of 61% and a rank of 199^th overall. Citibank was not far ahead, receiving a rating of 62% and coming in 187^th place overall.

Here are some highlights from the banking industry:

• Overall, the banking industry averaged a 71% rating in the 2015 Temkin Experience Ratings and placed 5^th out of 20 industries. The average rating of the banking industry stayed steady at 71% between 2014 and 2015.
• The ratings of all banks in the 2015 Temkin Experience Ratings are as follows: USAA (81%), A credit union (81%), Regions (78%), SunTrust Bank (73%), PNC (73%), Chase (73%), Citizens (73%), TD Bank (72%), S. Bank (72%), Capital One 360 (72%), Bank of America (67%), Capital One (67%), Wells Fargo (66%), Fifth Third (66%), Citibank (62%), and BB&T (61%).
• Citizens (+6 points), Fifth Third (+6 points), and Bank of America (+4 points) improved their ratings the most between 2014 and 2015.
• TD Bank (-8 points), Wells Fargo (-5 points), and Regions (-3 points) declined by the most percentage-points between 2014 and 2015.

USAA Leads Credit Cards 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.

For the fifth straight year, USAA took the top spot in credit cards with a rating of 80%, placing it 13^th overall out of 293 companies across 20 industries. USAA has been the highest-rated credit card issuer since the Ratings began in 2011. Discover and American Express tied for second place, each with a rating of 73% and an overall ranking of 76^th. At the other end of the spectrum, HSBC was the lowest-rated credit card issuer for the third year in a row, with a rating of 54% and an overall ranking of 253^rd.

Here are some highlights from the credit card industry:

• Overall, the credit card issuers industry averaged a 67% rating in the 2015 Temkin Experience Ratings and placed 6th overall out of 20 industries.
• The ratings of all credit card issuers in the 2015 Temkin Experience Ratings are as follows: USAA (80%), Discover (73%), American Express (73%), Barclaycard (69%), Chase (68%), Citigroup (66%), Capital One (66%), S. Bank (66%), Bank of America (63%), Wells Fargo (61%), PNC (58%), and HSBC (54%).
• USAA (+3 points), HSBC (+3 points), Discover (+2 points), American Express (+2 points), and Barclaycard (+1 points) all improved their ratings between 2014 and 2015.
• Wells Fargo (-7 points), Capital One (-3 points), and S. Bank (-2 points) declined by the most percentage-points between 2014 and 2015.

USAA and State Farm Lead Insurance 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.

USAA has maintained its position as the top-rated insurer for the fifth year in a row, earning a 75% rating and ranking 52^nd out of 293 companies across 20 industries. This is also State Farm’s fourth straight year in second place, and this year it earned a 71% rating and placed 100^th overall.

At the other end of the spectrum, 21^st Century was the lowest-rated insurance carrier for the fifth year in a row, scoring 51% and placing 270^th overall. Amica—a newcomer to the Ratings—received the second-lowest score in the insurance industry with a rating of 52% and an overall ranking of 264^th.

Here are some additional findings:

• The top- and bottom-rated insurers have stayed relatively steady over the history of the Ratings. For the past five years, USAA has earned the top spot while State Farm has consistently come in a close second. 21^st Century has spent the last four years as the lowest-rated insurance carrier.
• Of the fourteen insurers that we evaluated in both 2014 and 2015, American Family increased its score the most, going up five percentage-points from last year. Progressive is the only other insurer whose rating increased between 2014 and 2015, while GEICO’s score stayed the same and the eleven other insurers’ ratings declined.
• USAA’s effort rating declined more than any other insurer’s in the past year, dropping from 86% in 2014 to 77% in 2015. Progressive’s effort rating, on the other hand, increased the most, going up from 71% in 2014 to 76% in 2015.
• MetLife and AAA’s emotion ratings declined the most in the past year, each dropping by seven percentage-points, while American Family’s emotion rating increased the most of any insurer’s, going up from 46% in 2014 to 50% in 2015.
• The industry average declined in all three TxR component scores, down one percentage-point in success to 71%, two percentage-points in effort to 71%, and two percentage-points in emotion to 55%.

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.

The bottom line: Happy Customer Service Week!

 

USAA and Capital One 360 Top 2014 Temkin Web Experience Ratings

We just published the 2014 Temkin Web Experience Ratings, the fourth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate 222 organizations across 19 industries.

Download dataset for $295

USAA’s banking business took the top spot and Capital One 360 (formerly ING Direct) earned the second highest rating in the 2014 Temkin Web Experience Ratings, which rates 222 companies across 19 industries. USAA’s insurance and credit card businesses tied for third place.Rounding out the top 13 companies in the ratings are Charles Schwab, Amazon.com, credit unions, TD Bank, U.S. Bank, Sheraton, Ace Hardware, eBay, and Nordstrom.

The award for delivering the worst web experience goes to Coventry Health Care, followed closely by Medicaid. Four of the bottom 14 organizations are health plans and three are TV service providers. The remaining companies in the bottom 14 of the Temkin Web Experience Ratings are Charter Communications, Comcast (TV service and Internet service), Dunkin’ Donuts, Time Warner Cable (TV service and Internet service), Jack in the Box, CareFirst, MetroPCS, Highmark, Adobe, and Wendy’s.

Here’s how the industries compare with each other:

The 2014 Temkin Web Experience Ratings shows that companies have made improvements in web experience between 2013 and 2014. Led by airlines, which increased by nearly 15 percentage points since last year, 17 of 19 industries improved. The two industries that earned lower ratings in 2014 are parcel delivery services and rental cars.

Nearly two-thirds of the 195 organizations that were in both the 2013 and 2014 Temkin Web Experience Ratings improved this year. On average, firms earned an increase of 3.2 percentage points. Eleven companies improved by more than 15 percentage points: Southwest Airlines, Health Net, United Airlines, PetSmart, AOL, Sony, Bright House Networks, Morgan Stanley Smith Barney, Edward Jones, Cablevision, and AAA.

Six companies saw their Temkin Web Experience Ratings fall by 10 points or more between 2013 and 2014: Dunkin’ Donuts, Avis, Hertz, Jack in the Box, Dollar, and Blackboard.

Methodology:

The data was collected from an online survey of 10,000 U.S. consumers during January 2014. Quotas were set to mirror the U.S. census data for age, income, gender, ethnicity, and geographic regions of the U.S. population.

Temkin Web Experience Ratings are based on asking consumers the following question about companies with whom they’ve had a customer service interaction during the previous 60 days: “Thinking back to your most recent interaction with the websites of these companies, how satisfied were you with the experience?” Potential responses range from 1= “very dissatisfied” to 7= “very satisfied.” Temkin Web Experience Ratings are calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who respond with 1, 2, or 3.

Download dataset for $295

You can view a sortable list of results from the Temkin Web Experience Ratings as well as other ratings on the Temkin Ratings website.

 

Regions and Credit Unions Lead Banking 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.

Regions and credit unions earned an 81% rating—only narrowly overtaking USAA and TD Bank—and tied for 8^th place overall out of 268 companies across 19 industries. Credit unions scored the highest rating in both 2012 and 2013, while Regions earned the top spot in 2011. At the other end of the spectrum, HSBC received the lowest rating for any of the 16 banks for the second year in a row, landing in 226^th place overall with a 56% rating. Fifth Third also tumbled down the rankings from its “good” rating in 2013 to have the second lowest score in the banking industry.

Download entire dataset for $395

Here are some additional findings from the banking industry:

USAA Leads Credit Card 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.

USAA continued its four-year reign as the highest-rated credit card issuer, earning a 77% rating and placing 33^rd out of 268 companies across 19 industries. Discover and American Express tied for second with a 71% rating each and a rank of 83^rd overall. At the other end of the spectrum, HSBC spent its first year in the Temkin Experience Ratings as the lowest ranked of the 11 credit card issuers, landing in 254^th place overall with a 51% rating.

Download entire dataset for $395

Here are some additional findings from the credit card industry:

USAA and State Farm Lead Insurance 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.

USAA has maintained its position as the top-rated insurer for the fourth year in a row, earning a 78% rating and rank of 29^th out of 268 companies across 19 industries. This is also State Farm’s third straight year in second place, this year earning a 74% rating and 59^th placing overall. At the bottom of the list, for the forth year in a row, 21^st Century received the lowest rating for any of the 15 insurers, landing in 232^nd place. American Family has also been steadily descending in the Ratings, declining from the second highest-rated insurer in 2011 to the second lowest-rated insurer in 2014 with a rating of 56% and a ranking of 226^th.

Download entire dataset for $395

Here are some additional findings from the airline industry: