Google and Symantec Earn Top Customer Experience Ratings for Software Firms

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.

Of the 10 software firms we looked at, Google earned the highest score for the second year in a row with a rating of 66%, putting it in 89th place overall out of 294 companies across 20 industries. Symantec came in a close second with a rating of 65% and a rank of 100th overall. Additionally, Symantec was the only software firm to improve its rating between 2015 and 2016, increasing by two percentage points.


Meanwhile, for the third year in a row, Blackboard found itself at the bottom of the industry, receiving a rating of 46% and placing 270th overall. Intuit (-12 points), Sony (-10 points), and Apple (-8 points) declined by the most percentage points between 2015 and 2016.

Overall, the software industry averaged a 57% rating in the 2016 Temkin Experience Ratings and tied for 12th place out of 20 industries. Although the average score of all 20 industries decreased over the last year, the software industry decreased by the smallest amount, only dropping three percentage-points, from 60% down to 57%, between 2015 and 2016.

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Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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