2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.
To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Here are some highlights:
- Wegmans, H-E-B, Citizens, credit unions, Publix, and Subway earned the highest overall ratings, while CarMax, Spirit Airlines, Optimum, Medicaid, and Comcast received the lowest.
- When we compared individual company’s ratings with their industry averages, we found that Southwest Airlines and Georgia Power most outperformed their peers, while CarMax and Spirit Airlines fell farthest behind their competitors.
- The Ratings declined slightly this year, driven mostly by a drop in the emotion component scores.
- To improve customer experience, companies need to master four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
Download report for Free You can also download the dataset in Excel for $395
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Here are the top and bottom companies in the ratings:
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display a badge for top 10% and industry leaders***
Here’s how the industries compare with each other:
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You can also download the dataset in Excel for $395
Get the Data
Do you want to see all of the data from the 2017 Temkin Experience Ratings? You can purchase an excel spreadsheet for $395. Here’s a sample of the spreadsheet (.xls).
To view all of our ratings (experience, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website…
As you hopefully already know, Temkin Group has labelled 2018 The Year of Humanity. As part of our focus on this topic, we put together this infographic that focuses on how we can Humanize CX. It identifies six fundamental characteristics of human beings—Hopeful, Intuitive, Self-Centered, Emotional, Motivated, and Social—that you need to keep in mind when you’re thinking about your customers and employees. It also shows the three components […] Continue Reading…
We recently asked nearly 2,000 hospital patients about their experiences. Two of the areas we examined were their emotions and their likelihood to recommend the hospital, measured by Net Promoter® Score (NPS).
Of these hospital patients, 46% are promoters, 30% are detractors, which results in an average NPS of 16. When we combined that data with patient emotions, we found that:
Patients are most likely to feel relieved.
Patients who feel […] Continue Reading…
It turns out that having a customer focus isn’t only good for customers, but it’s also good for employees and financial results.
We asked more than 5,000 U.S. employees to identify what they felt was the top priority for their senior executives. We also asked them about their work efforts and the financial performance of their organization. As you can see in the chart below:
When senior executives care the […] Continue Reading…
Employee Engagement is one of Temkin Group’s Four CX Core Competencies. In other words, you can’t be customer-centric unless you have a highly engaged workforce. Make sure to visit our Employee Engagement Page.
Here are links to download different versions of the infographic:
Infographic: in .png format, in .pdf format
18″ x 24″ poster: in .jpg format, in .pdf format
Here are links to the research referenced in the infographic:
Employee Engagement Competency & Maturity, […] Continue Reading…
I try not to mix politics into my professional platform, but I feel it’s important to lend my voice to a critical topic, gun violence. As a nation, we the people of the U.S. can’t let down our kids, grandkids, and their children by allowing the continued proliferation of guns in our society. The data matches with common sense: more guns leads to more gun violence, which leads to […] Continue Reading…
We work with many of the largest technology companies, helping them bolster the experiences they deliver to customers, often focusing on their (business-to-business) B2B relationships.
With the shift from on-premise to cloud-based software, technology providers have had to focus even more on customer experience. Why? Because customers buy more incrementally and make renewal decisions more frequently, forcing tech vendors to ensure that customers are continuously getting value.
This shift is not […] Continue Reading…
The vendor market for Voice of the Customer (VoC) products and services has been heating up, with numerous acquisitions and mergers. All of this is happening as companies are trying to figure out how to run successful VoC programs. It appears that we on the verge of the next stage in evolution for VoC. So I decided to step back and look at the overall market.
VoC Programs Need To […] Continue Reading…
We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2018.
During Q3 of 2017, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 58 different tech vendors. Google, Oracle outsourcing, and Microsoft servers earned the top overall scores, while Autodesk, ADP outsourcing, and Fujitsu […] Continue Reading…
It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI.
In this infographic, we examine 12 factoids on CX ratings, people, and leadership. Below the infographic you’ll find links to download the graphic (as well as a poster), along with links to the […] Continue Reading…
First of all, I want to say congratulations to all of the Philadelphia Eagles fans out there. Your team won a great game that capped off an amazing season!
I was lucky enough to attend my third Super Bowl (SB LII) yesterday. Unlike the endings in Super Bowls XLIX and LI, my Patriots did not win the game. Here are a few quick thoughts about the experience:
Minneapolis was a […] Continue Reading…
We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2018.
In December 2017, Temkin Group surveyed 145 respondents – each from a company with $500 million or more in annual revenues – about their customer experience efforts over the past year and their plans for 2018 and beyond. We compared the results of this survey to the results of similar surveys we’ve conducted over the previous […] Continue Reading…
Every once in a while, there’s a signal that things are changing. I hope that this is one of those moments.
Larry Fink, Founder, Chairman and Chief Executive Officer of BlackRock, recently sent out his annual letter to CEOs. This year, it was titled, A Sense of Purpose. I urge everyone to read it. Here’s an excerpt:
Society is demanding that companies, both public and private, serve a social purpose. To […] Continue Reading…
I love it when my work overlaps with some of my other passions. Well, it’s happening in a big way at the Qualtrics X4 Experience Summit in Salt Lake City on March 6th through 9th. I’ll be skiing in Deer Valley before the event, I’ll be speaking about customer empathy at the event, and Lin-Manuel Miranda will also be speaking.
Did you hear me… Lin-Manuel Miranda!I’m not just a fan of […] Continue Reading…
We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018.
Here’s the executive summary:
In Q3 2017, we surveyed 10,000 U.S. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016. This data snapshot examines how channel preferences […] Continue Reading…