Amazon, Barnes & Noble, and Hewlett-Packard Earn Top Customer Experience Ratings for Computers and Tablets

Temkin Experience Ratings

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Amazon (Kindle), Barnes & Noble (Nook), and Hewlett Packard deliver the best customer experience in the computer and tablet industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers.

Amazon took the top spot for the second year in a row, earning a rating of 73% and placing 28th overall out of 294 companies across 20 industries. Barnes & Noble and Hewlett-Packard tied for the distant second spot out of 12 firms in the industry, each receiving a rating of 61% and an overall rank of 142nd.

At the other end of the spectrum, eMachines and Compaq tied for the lowest-rated computer and tablet maker, each with a rating of 44% and an overall ranking of 278th.

Overall, the computer and tablet industry averaged a 59% rating in the 2016 Temkin Experience Ratings and came in 9th place out of 20 industries. The average rating of the industry decreased by four percentage-points between 2015 and 2016, dropping from 63% to 59%.

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Here are some additional findings from the computer and tablet industry:

  • The ratings of all computer and tablet makers in the 2016 Temkin Experience Ratings are as follows: Amazon (73%), Barnes & Noble (61%), Hewlett-Packard (61%), Apple (60%), Gateway (57%), Toshiba (55%), Dell (55%), Lenovo (55%), Acer (53%), Sony (50%), Compaq (44%), and eMachines (44%).
  • Barnes & Noble (+1 point) was the only company in this industry to improve its ratings between 2015 and 2016.
  • Sony (-10 points), Apple (-8 points), and Toshiba (-5 points) declined by the most percentage-points between 2015 and 2016.

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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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