Apple and Google Lead Software Industry in Customer Experience
March 11, 2015 Leave a comment
We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.
Here are some highlights from the Ratings for software firms:
- Apple and Google tied for the highest score in the software industry, each scoring 66% and ranking 136th overall. Apple’s score declined by two percentage-points from last year, while Google’s increased by one point.
- Blackboard dropped seven points between 2014 and 2015—from 54% last year to 47% this year—making it the lowest ranked software company for the second year in a row. It was also the only software company to score a “very poor” rating.
- Blackboard received the lowest TxR component ratings in all three categories, falling more than 10 percentage-points below the industry average in each one. It fell 10.2 points below industry average in success, 14.5 points below industry average in effort, and 14.1 points below industry average in emotion.
- The average rating for software firms dropped 2.4 percentage-points in the last year, down from 63% in 2014 to 60% in 2015.
- In addition to the overall rating, the average score of each component decreased between 2014 and 2015. In 2014 the industry average for success was 68%, now it is 66%. Likewise, the average score for effort dropped from 65% to 63%, and the average score for emotion dropped from 55% to 53%.
- Apple earned the highest score for both the success and emotion components, scoring 72% and 60% respectively. Google, meanwhile, scored the highest for the effort component with 70%.
- Google and Intuit were the only two software firms to have increased their score over the past year; however, each only improved by one percentage-point. Google went from 65% to 66% over the past year, and Intuit went from 63% to 64%.
- Although Activision fell below the industry average for both the success and effort component, it scored 2.4 percentage-points higher than the industry average for the emotion component. Sony, on the other hand, scored above industry average for both effort and emotion, but scored 2.9 percentage-points below average for the success component.
The bottom line: Google and Apple are setting the pace.