2017 Temkin Online Ratings (U.S.): USAA, Advantage Rent-A-Car, and Amazon.com On Top

Temkin Group published the 2017 Temkin Online Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries.

USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th. Advantage Rent-A-Car took third place and Amazon.com tied for 4th. Four TV/Internet service providers earned the lowest scores: Comcast, Cox Communications, Spectrum, and Time Warner Cable. Here’s a list of all of the companies.

You can see all of the high-level results on the Temkin Ratings website, or purchase a full dataset.

Purchase dataset for $295+
(see sample spreadsheet)

Purchase dataset for $295+
(see sample spreadsheet)

2017 Temkin Emotion Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) and 157 in the UK (see UK companies). You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

As you can see in the charts below:

  • Three supermarkets—Amazon Fresh, Publix, and H-E-B—are on the top in the U.S. Temkin Emotion Ratings, while three TV/Internet service providers—Comcast, Time Warner, and Cox Communications—are on the bottom.
  • Domino’s, Costa Coffee, and M&S Food are on the top in the UK Temkin Emotion Ratings, while Audi, BMW, and Flybe are on the bottom.
  • Supermarkets and fast food earn the highest industry averages in the Temkin Emotion Ratings in both the U.S. and UK. TV/Internet service provides and health plans are the lowest in the U.S., while airlines and rental cars are the lowest in the UK.

Access the full Temkin Emotion Ratings datasets as part of the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

2017 Temkin Effort Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) and 157 in the UK (see UK companies). You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

As you can see in the charts below:

  • Supermarkets earned the highest average scores in both the U.S. and UK.
  • In the U.S., TV/Internet service providers and health plans earn the lowest ratings (58%), but they are still much higher than the lowest UK industry, rental cars & transport (35%).
  • Publix (91%), QVC (90%), and Hardees (90%) are on the top of the U.S. ratings. HealthNet (41%), Medicaid (44%), and Blue Shield of CA (49%) are on the bottom.
  • Co-op (89%), Waitross (89%), Lidl (87%), and Marks & Spencer (87%) are on the top of the UK ratings. Audi (-5%), BMW (11%), and Flybe (13%) are on the bottom.

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2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S.

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list of companies below).

At the top of the ratings are Nationwide, John Lewis, and M&S Food.  At the bottom of the list are Audi, Bank of Scotland, and BMW. Nationwide, Nissan, and Virgin Atlantic are more than 20 percentage-points above their industry averages, while Audi and Bank of Scotland are more than 40 points below their peers.

You can see a summary of the results in the charts below, and you can also purchase the dataset with 2017 Temkin Trust Ratings, UK for all 157 companies. And it also includes industry average Temkin Trust Ratings across age groups.

Download dataset for $295 (see sample file)

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2017 Temkin Customer Service Ratings: USAA and Mercedes-Benz Are On Top

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the customer service of 295 companies across 20 industriesUSAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row. Its banking business earned the only excellent rating, while its insurance, and credit card businesses tied with Mercedes-Benz for the second highest rating. Here’s a list of all companies in the ratings.

You can see all of the high-level results on the Temkin Ratings website, or purchase a full dataset.

Purchase dataset for $295+
(see sample spreadsheet)

Highlights of the 2017 Temkin Customer Service Ratings include: Read More …

2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, & Nationwide On Top

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S.

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list of companies below). At the top of the ratings are Sony, Aldi, and Nationwide. At the bottom of the list are Audi, Bank of Scotland, and Airbnb.

You can see a summary of the results in the charts below, and you can also purchase the dataset with 2017 Temkin Forgiveness Ratings, UK for all 157 companies. And it also includes industry average Temkin Forgiveness Ratings across age groups.

Download dataset for $295 (see sample file)

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2017 Temkin Trust Ratings (U.S.): H-E-B and Mercedes-Benz On Top

Temkin Group announces the release of the 2017 Temkin Trust Ratings. Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 329 companies across 20 industries. H-E-B and Mercedes-Benz tied for the tops spots, followed closely by USAA (for banking and insurance), and Navy Federal Credit Union. Three TV/Internet service providers earned the lowest Temkin Trust Ratings: Time Warne Cable, Comcast, and Cox Communications. Eleven of the bottom 12 companies are either TV/Internet service providers or health plans. Here’s a list of all of the companies (.pdf).

You can see all of the high-level results on the Temkin Ratings website, or purchase a full dataset.

Purchase dataset for $295+
(see sample spreadsheet)

Highlights of the 2017 Temkin Trust Ratings include: Read More …

2017 Temkin Forgiveness Ratings: Advantage Rent-A-Car and ACE Rent A Car on Top

We just published the 2017 Temkin Forgiveness Ratings. It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive  329 organizations across 20 industries (see full list of companies (.pdf)) after they make a mistake. You can see all of the company data on the Temkin Ratings website.

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for seven years.

Download dataset for $295 (see sample file)

Advantage Rent-A-CarACE Rent A Car, Navy Federal Credit Union, Fujitsu, Fox Rent A Car, AmazonFresh, Rent-a-Wreck, Alabama Power Company, Fairfield Inn, and USAA earned the top 10 spots.

At the other end of the spectrum, consumers are least likely to forgive Comcast, Time Warner Cable, Cox Communications, Anthem, Aetna, Cablevision, Travelers, Citigroup, Fifth Third, Bright House Networks, Spirit Airlines, and Dish Network.

Download dataset for $295 (see sample file)

Additional highlights of the 2017 Temkin Forgiveness Ratings:

Read More …

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:

Airlines
>
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
>
Utilities

> Wireless Carriers

Report: 2017 Temkin Experience Ratings, UK

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years.

The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate their recent interactions with 157 companies across 16 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

Here are some highlights from the research:

  • Co-op, M&S Food, and Lidl earned highest overall ratings, while Audi, BMW, and Flybe earned the lowest.
  • When we compared company ratings with their industry averages, we found that Saga, Premier Inn, Vauxhall, and Volkswagen most outperformed their peers, while Audi and Bank of Scotland fell well below their competitors.
  • Take a look at a listing of all 157 companies.

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
BuyDownload3

Here are the top and bottom companies and the industry averages in the 2017 Temkin Experience Ratings, UK:

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
BuyDownload3

Publix and H-E-B Earn Top Customer Experience Ratings for Supermarkets

Temkin Experience RatingsWe recently 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.

Publix and H-E-B deliver the best customer experience in the supermarket industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

This year, supermarkets earned the two highest scores in the entire Ratings. With a score of 84%, Publix not only received the highest score in the supermarket industry, it received the highest score in the entire Ratings, ranking 1st out of 331 companies across 20 industries. Likewise, H-E-B earned the second highest score for both the supermarket industry and the Ratings overall with a score of 83%. Hannaford followed close behind with a score of 82% and an overall rank of fourth.

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Georgia Power Earns Top Customer Experience Ratings for Utilities

Temkin Experience RatingsWe recently 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.

Georgia Power delivers the best customer experience in the utilities industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Georgia Power took the top spot out of the 19 utilities included in this year’s ratings, earning a score of 78% and coming in 28th place overall out of 331 companies across 20 industries. Alabama Power Company and TXU Energy tied for second place, each receiving a score of 75% and an overall rank of 60th.

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Lexus and Kia Earn Top Customer Experience Ratings for Auto Dealers

Temkin Experience RatingsWe recently 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.

Lexus and Kia deliver the best customer experience across auto dealers, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Lexus took the top spot out of the 21 auto dealers included in this year’s ratings, earning a score of 77% and coming in 38th place overall out of 331 companies across 20 industries. Kia came in second place with a score of 74% and an overall rank of 74th, only narrowly ahead of both Chevrolet and Toyota, each of which received a rating of 73% and came in 90th place overall.

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Advantage Rent-A-Car and ACE Rent A Car Earn Top Customer Experience Ratings for Rental Cars

Temkin Experience RatingsWe recently 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.

Advantage Rent-A-Car and ACE Rent A Car deliver the best customer experience in the Rental Cars & Transport industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

This year, we expanded this category from rental cars to rental cars & transport in order to include alternative transportation options such as Lyft and Uber.

Advantage Rent-A-Car took the top spot out of the 14 rental car and transport companies included in this year’s ratings, earning a score of 75% and coming in 60th place overall out of 331 companies across 20 industries. ACE Rent A Car came in second with a score of 72% and an overall rank of 111th.

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Amazon and Apple Earn Top Customer Experience Ratings for Computers & Tablets

Temkin Experience RatingsWe recently 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.

Amazon (Kindle) and Apple deliver the best customer experience across computer & tablet makers, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.

Amazon took the top spot out of the 12 computer and tablet makers included in this year’s ratings, earning a score of 74% and coming in 74th place overall out of 331 companies across 20 industries. Apple earned the second highest rating with a score of 68% and an overall rank of 189th.

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