Temkin Group’s Happiness Assessment

Welcome to Temkin Group’s happiness assessment. We examined data from 10.,000 U.S. consumers to develop the Temkin Happiness Index. We found that five attitudes that we track are highly correlated to consumer happiness. Answer the following five questions and find out your happiness compares with other consumers.

Happiness Affects How Consumers View Companies

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies? The answer is yes! I analyzed the happiness of consumers (based on the degree to which they agree with the statement “I am typically happy“) and the Temkin Emotion Ratings ( a subset of the Temkin Experience Ratings) that they gave to companies with which they’ve recently Read More …

The Demographics of Happiness

Tomorrow I will join millions of Americans in celebrating Thanksgiving. Many of us will spend the day with our families devouring turkey, stuffing, and other savory dishes while watching football games. It’s also a great time to actually give thanks. I have a lot to appreciate; a wonderful family, a great group of friends, a thriving business, an amazing Temkin Group team, and the world’s best clients. As we know from the positive psychology movement, the act of appreciation creates happiness—and all of that makes me very happy. Given the holiday, I decided to dig into Temkin Group’s Q3 2016 Consumer Benchmark Study and see who’s Read More …

Three Steps For Happiness to Fuel Organizational Empathy

Over the last couple of months, I’ve delivered several keynote speeches. In many of them, I’ve discussed organizational empathy (often as an element within People-Centric Experience Design). One of my key messages is that happiness creates empathy. As shown in the blog post Happy People Are More Productive Employees, happy people are more empathetic. So how do you take advantage of this information? Here are my three simple steps: Be Happy. If you’re not happy, then you won’t have much capacity to think about other people, employees or customers. So how do I recommend being happy? By being grateful. A growing body of research shows that Read More …

Examining the Happiness of Mothers on their Day

First of all, Happy Mother’s Day to all of the mothers that read my blog. Given the day, I decided to examine our consumer research to find out if mothers are, in fact, happy. My previous analysis already shows that females are happier than males. But what about if they are mothers or not? I examined happiness levels of more than 5,000 U.S. females based on their family situation. As you can see in the chart below, married moms are by far the happiest females. The bottom line: Happy Mother’s Day!!!

Examining the Demographics of Happiness

I read an interesting article this week by Adam Davidson in the New York Times called Money Changes Everything. It’s one of the growing number of articles raising the discussion about happiness. I’ve blogged a bit about happiness and decided to dive into our latest dataset of responses from 10,000 U.S. consumers and examine the demographics of happiness. Here’s what that analysis uncovered: 74.4% of U.S. consumers agree that they are typically happy Females are happier than males African-Americans are the most happy and Caucasians are the least People who live in the South are the most happy and those who Read More …

Happiness Is Key Ingredient To Productivity

I want to leave you with a happy thought for the weekend. As you can see in the chart below, happy people tend to be more productive in work. My take: First of all, it’s important to have happy employees. So make sure that you are screening out unhappy people during the recruiting and hiring process. Also, design your company environment and operations to encourage employees to be happy. It might make sense for the executive team to discuss employee happiness on a regular basis. Psychologist Shawn Achor, in his TED Talk: The Happy Secret to Better Work, describes that happiness is what leads to success Read More …

African Americans Have Lower Well Being, And Employers Make It Worse During COVID

In my previous post, I identified five strategies for leaders to combat discrimination within their organizations. That was the start of Qualtrics XM Institute’s efforts to eliminate discrimination. One of the other ways that we can hopefully drive improvements is to use our research to shine a light on some of the issues. Given that reports have shown that COVID-19 is disproportionately affecting communities of color in the United States, we decided to look at two recent data-oriented posts with a new lens, differences across self-reported ethic groups. African Americans’ Well-Being Dramatically Declines In 2020 We recently identified a drop Read More …

Tapping into the Six Traits of Human Beings During a Crisis

Experience Management (XM) is all about human beings. Customers are human. Employees are human. Partners, leaders, suppliers, prospective customers… all human. In the current environment, where many people are facing hard times, it’s more critical than ever for organizations to find ways to demonstrate their humanity and build deeper emotional ties with all the people who interact with them. This, unfortunately, is easier said than done. Human beings are complicated and can be difficult to understand. So to adapt your experiences to address the shifting concerns of the people you care about, consider their needs across all Six Traits of Read More …

Lessons From Temkin Group’s Humanity Workshops

Throughout the year, Temkin Group has been focused on making 2018, “The Year of Humanity.” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. and Canada. It’s been an amazing experience to see the overwhelmingly positive response from more than 600 CX professionals. The workshop has a simple agenda, examining how attendees can improve humanity: As Individuals As CX professionals As a collective CX community For those of you who have not been able to Read More …

John McCain Was Role Model For Year Of Humanity

Yesterday, with the passing of U.S. Senator John McCain, the world lost a true statesman. Even if you disagree with some of his political positions, it’s hard not to admire the way he led his life. He dedicated his adulthood to service, always looking for ways to collaborate—even with members of the opposite party. Here are a few of his quotes that capture the essence of this perspective: In the real world, as lived and experienced by real people, the demand for human rights and dignity, the longing for liberty and justice and opportunity, the hatred of oppression and corruption Read More …

Temkin Well-Being Index for U.S. Consumers Experiences Major Decline

Executive Summary: The Temkin Well-Being Index dropped from 65.9% in 2017 to 63.4% in 2018, the largest drop we’ve seen. It was caused by declines across all three areas, happiness, healthiness, and financial security. Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements. The TWBi is based on a survey of 10,000 U.S. consumers in January. The overall index is an average of Read More …

Temkin Group’s CX Humanity Workshop

Temkin Group has been leading CX Humanity Workshops as part of our celebration of 2018 as “The Year of Humanity.” We’ve brought these interactive sessions to CXPA.org’s local networking groups (for free) in many cities. We hope that attendees are inspired to make a difference as individuals, as CX professionals, and as part of the overall CX community. Here are some resources related to the content that we cover in the workshop: Slides from the workshop (.pdf) Humanize CX: Putting People First (landing page) Temkin Group’s Happiness Assessment Humanize Customer Experience (infographic) Six Key Traits of Human Beings (video) Purposeful Read More …