World Usability Day Shoutout To 25 Firms

In honor of World Usability Day (WUD) 2009, I’m publishing a second post today. As part of our annual Customer Experience Rankings, we get consumers to answer several questions about their experiences with companies. One of those questions is “How easy is it to work with this firm?

For our analysis, we take the percentage of consumers that say the company was easy to work with and subtract the percentage that say the company was difficult to work with. Using this net score, we ranked 113 companies. Here are the top 25 firms from last year’s rankings:

(Forrester) Top 25 Firms In Ease Of Use from 2008 CxPi

We just got the data back from our 2009 survey, so I am about to start the analysis for this year’s Customer Experience Index rankings. Look for the results in early December.

The bottom line: Every company should strive to be easier to work with.

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

3 Responses to World Usability Day Shoutout To 25 Firms

  1. amandamcneill says:

    Hi Bruce,

    Thank you for publishing your resutls. Interesting! Looking through the list I can’t say I’ve really had a bad experience with any of these companies.

    You may like this article from Web Site Magazine that reviews usability tools

    I am affiliated with but the article covers several other tools as well.


  2. Nick Tortorello says:

    How many consusmers responded to the survey? What method was used – online or phone? What was the margin of error? What were the dates of the survey? Was there a sponsor or paying client?

    Assuming the survey is credible, I find it highly interesting that no banks, credit card companies – except for American Express — auto manufacturers etc. make the list.

  3. Bruce Temkin says:

    Amanda: Thanks for the link to the article with different usability test techniques.

    Nick: Some answers… about 4,600 US consumers, online survey, depends on the industry, October/November 2008, it was unsponsored — part of our independent research. If you go to the orginal post with the Customer Experience Rankings you’ll see the 12 industries included in the analysis; auto manufacturers were not part of the survey.

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