2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top

Temkin Forgiveness RatingsEvery organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for eight years.

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake. It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry.

For more information, including a sortable table with all of the high level results, visit the Temkin Ratings website.

Download dataset for $295 (see sample file)

Additional highlights of the 2018 Temkin Forgiveness Ratings:

  • Between 2017 and 2018, 14 of the 20 industries experienced declines in their average TFR. Wireless and supermarkets (+2.1 %-points) improved the most (+2.3 %-points), while utilities (-5.) and hotels & rooms dropped the most (-4.2 %-points).
  • Of the 308 companies that were in both the 2017 and 2018 TFR, 272 companies experienced a drop in their scores. The five companies to improve the most are Starz, MetroPCS, Fifth Third, Domino’s, and Dairy Queen. The five companies to decline the most are Bosch, Appalachian Power Company, HSBC, AmazonFresh, and Motel 6.

Download dataset for $295 (see sample file)

***See how your company can reference these results
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Temkin Ratings website
View a sortable list of results from the Temkin Forgiveness Ratings as well as other ratings on the Temkin Ratings website.

2018 Temkin Experience Ratings: 20 Industry Snapshots

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings.

As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below:

> Airlines
> Auto Dealers
> Banks
> Computers & Tablets
> Credit Card […] Continue Reading…

Don’t Blame Starbucks, It’s On All Of Us

You’ve likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I’ve been guilty of doing that same thing, but luckily no one has called the police to have me removed.

I applaud Starbucks’ swift and robust response to the situation. CEO Kevin […] Continue Reading…

Report: Propelling Experience Design Across An Organization

We just published a Temkin Group report, Propelling Experience Design Across An Organization.

Although customer experience (CX) management has become a relatively common activity within large organizations, companies still struggle to deliver consistently positive experiences to their customers. One major issue impeding companies’ current CX efforts is that few organizations design customer interactions in a purposeful and deliberate manner. This report explores how companies can use Experience Design – which we […] Continue Reading…

Temkin Well-Being Index for U.S. Consumers Experiences Major Decline

Executive Summary: The Temkin Well-Being Index dropped from 65.9% in 2017 to 63.4% in 2018, the largest drop we’ve seen. It was caused by declines across all three areas, happiness, healthiness, and financial security.
Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Investments

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to Fidelity Investments for delivering the best customer experience across investment firms.

Of the 13 investment firms included in this year’s Ratings, […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Streaming Media

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to Amazon Prime (music & video) for delivering the best customer experience across streaming media services. This is the second year […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Auto Dealers

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to Toyota and Honda for delivering the best customer experience across auto dealers.

Of the 18 auto dealers included in this year’s […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Rental Cars

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry.

Out of the 12 rental […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Computers & Tablets

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to Amazon (Kindle) for earning the top customer experience rating across computer & tablet makers.

Of the 11 computer and tablet makers […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Software

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to Apple for earning the top customer experience rating across software firms.

Of the 10 providers included in this year’s Ratings, Apple […] Continue Reading…

Report: The State of CX Management, 2018

We just published a Temkin Group report, The State of CX Management, 2018.

Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. Respondents not only answered questions about CX management, they also completed our CX Competency and Maturity Assessment. […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: TV & Internet Service

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to Dish Network for earning the top customer experience rating across TV & Internet service providers. Although this industry has once […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Wireless

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to MetroPCS for earning the top customer experience score in the wireless industry.

Of the nine wireless carriers included in this year’s […] Continue Reading…

Temkin Experience Ratings Industry Snapshot: Fast Food

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Congratulations to Subway and Popeye’s Louisiana Kitchen for earning the top customer experience ratings in the fast food industry.

Subway took the top […] Continue Reading…