Apple Leads Computer 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.

Apple took the top spot with a rating of 67%, placing it 119th overall out of 268 companies across 19 industries, while Hewlett-Packard came in a close second with a rating of 64% and an overall ranking of 144th. This is Apple’s fourth straight year as the highest-rated computer maker, and Hewlett-Packard maintained its second-place position from last year. At the other end of the spectrum, Sony and Compaq tied for the lowest-rated computer maker, each with a rating of 55% and overall ranking of 232nd. While Sony was also on the bottom in 2013, this is the lowest ranking that Compaq has ever received.

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Here are some additional findings from the airline industry:

  • The ratings of all computer makers in the 2014 Temkin Experience Ratings are as follows: Apple (67%), Hewlett-Packard (64%), Toshiba (61%), Acer (61%), Lenovo (61%), Gateway (59%), Dell (59%), eMachines (59%), Sony (55%), and Compaq (55%).
  • Lenovo (+7 points), Apple (+3 points), and eMachines (+3 points) improved their ratings the most between 2013 and 2014.
  • Compaq (-4 points) and Dell (-1 point) were the only computer makers whose ratings declined between 2013 and 2014.
  • Overall, the computer making industry averaged a 62% rating in the 2014 Temkin Experience Ratings and tied for 11th place out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 1.5 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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