My Take: 2017 World Congress on Positive Psychology

I recently attended the fifth annual World Congress on Positive Psychology (WCPP) in Montreal with Aimee and Karen. It was four amazing four days of inspiration and reflection. I’m already looking forward to the next WCPP in Melbourne in 2019 (it’s a bi-annual event).

As I did after the the last congress, I’m sharing my thoughts and observations from the four day event. There were many concurrent sessions, so my notes only reflect a small slice of the event.
What is Positive Psychology?
In case you’re wondering what Positive Psychology is all about, here’s a definition from the Positive Psychology Center:
Positive Psychology is the […] Continue Reading…

Dataset: UK Net Promoter Score Benchmark, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries.

You can purchase and download the dataset, which includes companies that had at least 85 respondents. The excel spreadsheet includes detailed NPS for all 157 companies and 16 industries, along with data on industry-level NPS by the age group of the respondents.
Download dataset for $295+
(see sample spreadsheet)

Some of the highlights of the […] Continue Reading…

Happiness Affects How Consumers View Companies

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question:
Does the innate happiness of a consumer influence how she perceives her experiences with companies?
The answer is yes!

I analyzed the happiness of consumers (based on the degree to which they agree with the statement “I am typically happy”) and the Temkin Emotion Ratings ( a subset of the Temkin Experience Ratings) that they gave to companies with which they’ve recently interacted. The […] Continue Reading…

Report: Renovating Your Voice of the Customer Program

We just published a Temkin Group report, Renovating Your Voice of the Customer Program.

Here’s the executive summary:

Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand and support their organizations; however, going forward they will need to adapt to significant changes in data sources, technology, operational pressures, and consumer behavior. In this report, Temkin Group details how companies can propel their VoC programs into the future by:

Identifying Six Customer Insight Trends that will reshape VoC programs: 1) Deep Empathy, Not Stacks of Metrics; 2) Continuous Insights, […] Continue Reading…

2017 Temkin Effort Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) and 157 in the UK (see UK companies). You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

As you […] Continue Reading…

Positive Attitudes Differ By Gender And Age

As part of our ongoing consumer studies, we measure a number of different attitudes. Given our belief in the importance of Positive Psychology, we recently started tracking a few new ones:

I feel loved and appreciated
I am optimistic about my future
I lead a purposeful and meaningful life

Since I’m in Montreal at the World Congress of Positive Psychology, I decided to examine these attitudes in our most recent benchmark study of 10,000 U.S. consumers. I analyzed the data by gender and age (“genderations”) and found that:

Older people feel the most loved and appreciated, along with 25- […] Continue Reading…

The Human Conversational Model (Infographic)

In the report, Humanizing Digital Interactions, we decoded successful person-to-person interactions as a step in developing the Human Conversational Model. It’s the foundation for building compelling interactions with customers. This infographic provides an overview of the model and shows how to apply it to your digital efforts.

You can download the infographic in several forms:

Infographic: .png or .pdf
Poster (18″ x 24″): .png or .pdf

Report: Economics of Net Promoter Score, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary:
Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers to give an NPS to 331 companies across 20 industries, and we then looked at how this score correlated with four key loyalty behaviors. Here are some highlights from this research:

Compared to detractors, promoters are over four times more likely to repurchase from a […] Continue Reading…

La Quinta “Gaming” Highlights Flaws in NPS

I’m in Las Vegas to watch some NBA Summer League games (Go Celtics!), and am staying overnight at a La Quinta near the airport. I found this note on the table next to the bed.

While there’s no problem with a nice thank you note, one section caught my eye…

*********
You may be receiving a guest satisfaction survey from La Quinta in the near future and we hope you feel confident that you may answer the question “Would you recommend us to your family and friends” with a 10.

If you should be surveyed, La Quinta uses a 1-10 scale (10 being […] Continue Reading…

2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S.

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list of companies below).

At the top of the ratings are Nationwide, John Lewis, and M&S Food.  At the bottom of the list are Audi, Bank of Scotland, and BMW. Nationwide, Nissan, and Virgin Atlantic are more than 20 percentage-points above their industry averages, while Audi and Bank […] Continue Reading…

Embrace Your Unalienable Right to Be Happy

We hold these truths to be self-evident, that all men are created equal, that they are endowed by their Creator with certain unalienable Rights, that among these are Life, Liberty and the pursuit of Happiness.
Happy July 4th!
While not everyone who reads my blog is celebrating a holiday today, I hope that everyone can embrace the sentiment described in the famous line above from the U.S. Declaration of Independence. If we look through the mindset of the time and replace “men” with “all people,” then this sentence is a powerful blueprint for our collective well-being.

It’s interesting that one of the three unalienable […] Continue Reading…

The Human Side of Employee Engagement

As you probably know, Temkin Group spends a lot of time researching and writing about employee engagement. It’s one of our Four CX Core Competencies and a critical component of a customer-centric culture.

While our research typically focuses on the work environment that drives employee engagement, that’s only one part of the picture. To fully understand employee engagement, it’s important to look deeper at the people who are our employees. Why? Because employee engagement is driven by two things: Human Attitudes & Work Environment.

What do I mean by “Human Attitudes?” Your employees are people who have a set of feelings and beliefs that […] Continue Reading…

Report: Activating Executive Commitment to CX

We just published a Temkin Group report, Activating Executive Commitment to CX. Here’s the executive summary:
Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired behaviors, align resources, and hold the rest of the organization accountable. However, CX leaders and their teams often struggle to obtain the commitment and involvement necessary from senior executives to ensure these change efforts succeed. In this report, we provide a model for how CX […] Continue Reading…

2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Its banking business earned the only excellent rating, while its insurance, and credit card businesses tied with Mercedes-Benz for the second highest rating. Here’s a list of all companies in the ratings.

You can see all of the high-level results on the Temkin Ratings website, or purchase a full dataset.
Purchase dataset […] Continue Reading…