Apple and HP Lead Computer 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 computer industry:

  • The computer industry has been steadily improving over the last three years, from an average Temkin Experience Rating of 54% in 2011 to 60% this year. The average rating for computer makers places the sector tied for 13th out of 19 industries.
  • Apple is the highest-ranked computer maker for the third straight year, ranked #134 across all industries. It’s rating of 64%, is one percentage point below its 2012 rating. The company led the industry in the accessible and emotional components.
  • HP is in second place in the industry with a rating of 62% and leads in the functional component. The company’s ratings increased three percentage points since last year, narrowing the gap with Apple.
  • Dell showed the largest improvement over 2012, with an increase of six percentage points.
  • The lowest-ranked computer makers are Sony and Lenovo, with ratings of 54%. Both of those firms had the largest declines in the industry.
  • Sony is the lowest rated in functional and accessible components and Lenovo is the lowest rated in the emotional component.
  • Here’s a link to industry results from the 2012 ratings.
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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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