Temkin Experience Ratings Industry Snapshot: Investments

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.

Fidelity Investments Earns Top Customer Experience (CX) Scores for Investment Firms in 2018 Temkin Experience RatingsCongratulations to Fidelity Investments for delivering the best customer experience across investment firms.

Of the 13 investment firms included in this year’s Ratings, Fidelity  earned the highest score with a rating of 74%, putting it in 85th place overall out of 318 companies. Vanguard (71%) and Ameriprise Financial (70%) were next on the list. Wells Fargo Advisors came in at the bottom of the industry with Ratings of 60%, and placed 271st overall.

Overall, the investment industry averaged 67% in the 2018 Temkin Experience Ratings and tied for 10th place out of 20 industries. The average rating of the industry stayed relatively between 2017 and 2018.

Credit unions improved the most (+4 %-points) from last year while Charles Schwab declined the most (-9 %-points).

You can download the free report or purchase the dataset.

Fidelity Investments Earns Top Customer Experience (CX) Scores for Investment Firms in 2018 Temkin Experience Ratings Fidelity Investments Earns Top Customer Experience (CX) Scores for Investment Firms in 2018 Temkin Experience Ratings

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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.

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