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 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 (, 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:

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