Symantec and Apple Lead Software Industry in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers.

Symantec took the top spot for the first time ever, earning a 69% rating and landing in 102nd place overall out of 268 companies across 19 industries. Apple came in a very close second with a rating of 68% and an overall rank of 109th. While Symantec ascended from its 2013 position in the middle of the group, Apple maintained its second-place rank from last year. Meanwhile, at the bottom of the list, Blackboard’s ranking dropped dramatically, leaving it in last place with a rating of 54% and an overall ranking of 241st.

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Here are some additional findings from the software industry:

  • The ratings of all software firms in the 2014 Temkin Experience Ratings are as follows: Symantec (69%), Apple (68%), Google (65%), Microsoft (64%), Intuit (63%), Sony (63%), McAfee (60%), Activision (57%), Adobe (57%), and Blackboard (54%).
  • McAfee (+ 6 points), Symantec (+5 points), and Sony (+3 points) improved their ratings the most between 2013 and 2014.
  • Blackboard (-7 points), Activision (-5 points), and Adobe (-3 points) declined the most between 2013 and 2014.
  • Overall, the software industry averaged a 63% rating in the 2014 Temkin Experience Ratings and placed 10th out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, although it only increased its average by 0.4 percentage points.

Here are how the companies performed on each of the three components of the Temkin Experience Ratings, compared with the industry average:

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To see all of the Temkin Ratings (Experience, Trust, Forgiveness, Customer Service, and Web Experience), visit the Temkin Ratings websiteTemkin 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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