March 7, 2017 Leave a comment
We published the 2017 Temkin Experience Ratings, the seventh annual release of this comprehensive customer experience benchmark. Here’s the executive summary:
2017 is the seventh 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 331 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Here are some highlights from this benchmark:
- Publix, Chick-fil-A, and H-E-B earned the highest overall ratings, while Health Net, Blue Shield of CA, and Comcast earned the lowest scores.
- When we compared company ratings with their industry averages, we found that Kaiser Permanente, Georgia Power, Advantage Rent-A-Car, and Regions most outperformed their peers, while Spirit Airlines and Days Inn feel farthest behind their competitors.
- The Ratings saw its first general decline in 2015 and then dropped considerably in 2016. This year, however, the Ratings significantly increased, with only seven companies’ scores declining. Fujitsu, Volkswagen, Fairfield Inn, Columbia Natural Gas, and Advantage Rent-A-Car improved the most since last year.
- To improve customer experience, companies need to master four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
Industry Changes in the 2017 Temkin Experience Ratings
We used the same methodology for the Temkin Experience Ratings this year that we’ve used for all of the prior years. Every year, the companies in the Temkin Experience Ratings shift a bit, but this year we made some more substantive changes. Specifically, we:
- Combined TV service and Internet service. While we have historically provided separate ratings for TV service providers and Internet service providers, we decided to combine those categories this year. It turns out that many of the companies are in both categories and many consumers purchase those services as a bundle.
- Added streaming media. Given the rise of services such as NetFlix and Hulu, we added a new category that focuses on the customer experience of those streaming media companies.
- Expanded some industries. We enlarged a number of categories to increase the number of relevant companies. We changed the appliance category to TV and appliances to include a larger group of consumer electronics providers. We also included some newer companies into existing categories. We updated rental cars to rental cars & transport so that we could include firms like Uber, and we changed hotels to hotels & rooms to include companies like Airbnb.
Download report for Free You can also download the dataset in Excel for $395
Here’s a recording of a webinar where we discuss the 2017 Temkin Experience Ratings:
The Temkin Experience Ratings are based on evaluating three elements of experience:
- Success: How well do experiences meet customers’ needs?
- Effort: How easy is it for customers to do what they want to do?
- Emotion: How do customers feel about the experiences?
Here are the top and bottom companies in the ratings:
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