2017 Temkin Experience Ratings: 20 Industry Snapshots

Temkin Experience Ratings

We released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here’s a link to FAQ’s about the Ratings.

As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below:

> Airlines
> Auto Dealers
> Banks
> Computers & Tablets
> Credit Card Issuers
> Fast Food Chains
> Health Plans
> Hotels & Rooms
> Insurance Carriers
> Investment Firms
> Parcel Delivery Services
> Rental Cars & Transport
> Retailers
> Software Firms
> Streaming Media
> Supermarkets
> TV Service & ISPs
> TVs & Appliances
> Utilities
> Wireless Carriers

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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

4 thoughts on “2017 Temkin Experience Ratings: 20 Industry Snapshots”

  1. Bruce – I am a huge fan of your firms work. I’d love to collaborate with you on developing/adding healthcare to this study. Consumerism is rattling healthcare similar to the digital retail era in the early 2000’s. Happy to discuss more.

    Shawn R Smith, MBA, CPXP

    Vice President Patient Experience Christiana Care Health System

    Sent from my iPhone

    Reply

    1. Hi Shawn: Thanks for the nice note. We have health plans, but haven’t figured out a good approach for including H/C providers in our study. There just aren’t enough national “brands” and our methodology would not uncover enough respondents for regional or local providers. I’d be happy to hear about ideas yo might have for a national-level study.

      Reply

  2. Bruce, just curious, as my wife works in customer service for the largest ready-to-assemble furniture manufacturer, Sauder Woodworking, a privately held firm. Has your company ever done an evaluation on their customer service?

    Reply

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