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'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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