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:

customer experience ratingsAirlines
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

> Wireless Carriers

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 (CXPA.org), 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: www.linkedin.com/in/brucetemkin

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

    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.

  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?

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