Ethnic Experience Gaps Across Industries
July 22, 2013 1 Comment
Earlier this year we released the 2013 Temkin Experience Ratings, which examines the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. We also released an analysis of the 19 individual industries. In this post, I decided to look at the ratings across different ethnic groups. As you can see in the chart below:
- Computers, auto dealers, and insurers have the largest ethnic gaps, but nine other industries also have double digit ethnic gaps.
- Grocery chains, fast food chains, and retailers have the smallest ethnic gaps.
- Asians give the lowest ratings in 17 of the 19 industries. The only exceptions are auto dealerships and parcel delivery services where Hispanics give those companies the lowest marks.
- African Americans give the highest (or tied) ratings in 16 industries. The three exceptions are investment firms (Hispanics give highest ratings), rental car agencies (Hispanics give highest ratings), and credit card issuers (Caucasians give highest ratings).