Report: 2018 Temkin Experience Ratings (U.S.)

2018 Temkin Experience Ratings: Customer Experience (CX) Benchmark of 318 U.S. Companies2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Here are some highlights:

  • Wegmans, H-E-B, Citizens, credit unions, Publix, and Subway earned the highest overall ratings, while CarMax, Spirit Airlines, Optimum, Medicaid, and Comcast received the lowest.
  • When we compared individual company’s ratings with their industry averages, we found that Southwest Airlines and Georgia Power most outperformed their peers, while CarMax and Spirit Airlines fell farthest behind their competitors.
  • The Ratings declined slightly this year, driven mostly by a drop in the emotion component scores.
  • To improve customer experience, companies need to master four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness

Download report for FreeDownload free report: 2018 Temkin Experience Ratings (Customer Experience Benchmark) You can also download the dataset in Excel for $395

We have also published industry snapshots for all 20 industries.

Have questions? See our FAQs about the Temkin Experience Ratings and watch this previously recorded webinar.

Here are the top and bottom companies in the ratings:

2018 Temkin Experience Ratings: Customer Experience (CX) Leaders & Laggards

***See how your company can reference these results or
display a badge for top 10% and industry leaders***

Here’s how the industries compare with each other:

2018 Temkin Experience Ratings: Customer Experience (CX) Benchmark Data for 20 Industries

Download report for FREE
You can also download the dataset in Excel for $395

Report Outline:

  • Wegmans Earns Top Customer Experience Ratings
    • Supermarkets Dominate Top and TV/Internet Service Providers Occupy the Bottom
    • Success,Effort, and EmotionExperience Ratings
  • Slight Decline in the Temkin Experience Ratings
  • Calculating the Temkin Experience Ratings
  • The Path to Customer Experience Excellence


Figures in the Report:

  1. The Temkin Experience Ratingsis Based on the Three Components of an Experience
  2. 2018 Temkin Experience Ratings(TxR) Evaluates 318 Companies Across 20 Industries
  3. 2018 Temkin Experience Ratings(TxR), Top 50 Organizations
  4. 2018 Temkin Experience Ratings(TxR), Bottom 50 Organizations
  5. 2018 Temkin Experience Ratings(TxR), Range of Industry Scores
  6. 2018 Temkin Experience Ratings(TxR), Industry Leaders and Laggards
  7. 2018 Temkin Experience Ratings, Most Above and Below Industry Average
  8. Industry Component Average Scores for 2018 Temkin Experience Ratings
  9. 2018 Temkin Experience Ratings, Leaders and Laggards in SuccessComponent
  10. 2018 Temkin Experience Ratings, Leaders and Laggards in EffortComponent
  11. 2018 Temkin Experience Ratings, Leaders and Laggards in EmotionComponent
  12. Temkin Experience Ratings(TxR), Distribution of Scores
  13. Temkin Experience Ratings, Industry Averages From 2017 to 2018
  14. Temkin Experience Ratings, Largest Improvers and Decliners Between 2017 and 2018
  15. Calculating the Temkin Experience Ratings
  16. Customer Experience Competencies and Maturity

Download report for FREE
You can also download the dataset in Excel for $395

Get the Data

Purchase the 2018 Temkin Experience Ratings datasetDo you want to see all of the data from the 2018 Temkin Experience Ratings? You can purchase an excel spreadsheet for $395. Here’s a sample of the spreadsheet (.xls).

To view all of our ratings (experience, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website

Temkin Ratings website

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.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.