2014 Temkin Experience Ratings

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We just published the 2014 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 268 organizations across 19 industries. Congratulations to H-E-B, Trader Joe’s, Chick-fil-A, and Publix, the top firms in this year’s ratings:

Download report for FREE You can also download the data for $395.

The Temkin Experience Ratings are based on evaluating three elements of experience:

  1. Functional: How well do experiences meet customers’ needs?
  2. Accessible: How easy is it for customers to do what they want to do?
  3. Emotional: How do customers feel about the experiences?

Here are the top and bottom companies in the ratings:

2014TER_TopBottomOrgsHere’s how the industries compare with each other:

2014TER_Industries2

In this year’s ratings, 37% of companies earned “good” or “excellent” scores, while 25% are rated as “poor” or ”very poor.” Companies with at least a “good” rating stayed flat over 2013, but have grown by 21 percentage-points since 2011. Led by credit card issuers with an average increase of 4.1 points, 15 of the 19 industries earned a higher rating in 2014 than they did in 2013. Only four industries declined over the previous year: Parcel delivery services, retailers, rental car agencies, and hotel chains.

Of the 243 companies that are included in both the 2013 and 2014 Temkin Experience Ratings, 48% of the firms increased by one point or more while 32% declined by at least one point. EarthLink, Regions, Humana, Morgan Stanley Smith Barney, and Capital One improved the most. Coventry Health Care, US Cellular, Marriott, Fifth Third, and Chrysler declined the most.

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Get the Data

Screen Shot 2013-02-24 at 5.42.22 PMDo you want to see all of the data from the 2014 Temkin Experience Ratings? You can purchase an excel spreadsheet for $395…

To view all of our ratings (experience, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website

Temkin Ratings website

The bottom line: Customer experience is improving, but there’s still a long way to go

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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