Google and Apple Lead Software Industry in 2013 Temkin Experience Ratings

Bruce Temkin, CCXP

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 software industry:

  • The software industry, on average, comes 11th out of 19 industries we studied. We did not study software firms in previous years.
  • The top software firm, Google, earned a score of 67%, high in the “okay” range. The lowest-ranked software firm, McAfee, earned a 54%.
  • McAfee earned the lowest score across all three underlying components, functional, accessible and emotional.
  • Symantec earned the top spot  in the functional component.
  • Google earned the top ratings accessible and emotional components.
  • Apple, earned second place in the industry. While Apple is first place among its peers in the computer manufacturing industry, it received an even higher score for its software offerings—with a score of 67%.
  • Here’s a link to industry results from the 2012 ratings.
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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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