The 2011 Temkin Experience Ratings

We just published a new Temkin Group report, 2011 Temkin Experience Ratings. Congratulations to the top five companies (out of 143 in the ratings):

1) Amazon.com
2) Kohl’s
3) Costco
4) Lowe’s
4) Sam’s Club

The ratings evaluate 143 large organizations across 12 industries based on feedback from 6,000 US consumers.

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The Temkin Experience Ratings are based on evaluating three elements of experience:

  1. Functional: How well do experiences meet consumers’ needs?
  2. Accessible: How easy is it for consumers to do what they want to do?
  3. Emotional: How do consumers feel about the experiences?

Here are the top 20 companies in the ratings:

Here are the results for the 12 industries:

Here are some interesting findings from the report:

  • 15 of the top 20 firms are retailers. The exceptions are three hotel chains (Marriot, Hyatt, and Courtyard By Marriott), one bank (Regions), and an insurance company (USAA).
  • Anthem is at the bottom of the list along with six other health plans that are in the bottom 13. Comcast and Charter Communications each show-up twice in the bottom six spots.
  • Only 24 companies ended up with “excellent” or “good” ratings.
  • When we compare company ratings with their industry averages, three companies outperformed their peers by at least 10 points: TriCare (health plan), USAA (insurance and credit cards), and Regions (bank).

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Are you interested in getting a deeper look at the data? Or do you want to see the differences across age, ethnicity, education, and income segments? Then you should visit Temkin Ratings at www.temkinratings.com.

The bottom line: Customer experience excellence is in short supply.

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

2 thoughts on “The 2011 Temkin Experience Ratings”

  1. This is interesting stuff. Can I ask do you have any plans to action something like this for European consumers, or other areas outside the US? It would interesting to see how global organisations compare in other regions of the world.

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