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 am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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