Temkin Experience Ratings Industry Snapshot: Computers & Tablets

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Apple Earns Highest Customer Experience (CX) Scores In Computer & Tablet Industry, Based on 2018 Temkin Experience RatingsCongratulations to Amazon (Kindle) for earning the top customer experience rating across computer & tablet makers.

Of the 11 computer and tablet makers included in this year’s Ratings, Amazon earned the highest score with a rating of 71%, putting it in 124th place overall out of 318 companies across 20 industries.  HP received the second highest rating with a score of 69% and an overall rank of 149th.

Overall, the computer and tablet industry averaged a 65% rating in the 2018 Temkin Experience Ratings and tied for 15th place out of 20 industries. The average rating of the industry declined by 0.2 percentage-points between 2017 and 2018, dropping from 65.7% to 65.5%.

HP and Lenovo saw their customer experience score improve the most over the previous year as each of their ratings went up by four percentage-points. Barnes & Noble, Gateway, and Asus, on the other hand, saw their scores declined the most as each of their ratings dropped by four percentage-points.

You can download the free report or purchase the dataset.

Apple Earns Highest Customer Experience (CX) Scores In Computer & Tablet Industry, Based on 2018 Temkin Experience Ratings Apple Earns Highest Customer Experience (CX) Scores In Computer & Tablet Industry, Based on 2018 Temkin Experience Ratings

 

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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.

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