Electrolux and Samsung Lead Appliances Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the major appliances industry:

  • The average rating for appliances places it at number 16 out of 19 industries.
  • The industry had the largest decrease of any industry this year, with its average rating dropping from 62.5% in 2012 to 59.1% in 2013.
  • The most highly ranked appliance firm is Electrolux, with a rating of 65% at #123 in the rankings. It considerably outperformed other firms in the the emotional component of the ratings.
  • All the companies declined except the top-rated Electrolux (which wasn’t studied last year) and the second-place Samsung.
  • The lowest-ranked firms are Toshiba and LG, tied at #208 with a rating of 55%. That’s a nine percentage point decline for LG, and a seven percentage point decline for Toshiba since 2012.
  • LG considerably under performed in functional component and Toshiba considerably under performs in accessible.
  • Bosch out performs the industry average for accessible, but under performs in the other two components. It also suffered a nine percentage point decline since last year.
  • Here’s a link to industry results from the 2012 ratings.

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Appliances1 Appliances2

Temkin Ratings website

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.

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