Siemens and Vizio Earn Top Customer Experience Ratings for Consumer Electronics

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.

Siemens and Vizio deliver the best customer experience in the TV and major appliances category, according to the 2017 Temkin Experience Ratings. In 2017, we expanded our major appliances category to include TV manufacturers.

See our FAQs about the Temkin Experience Ratings.

UPS Earns Top Customer Experience Ratings for Parcel Delivery Service

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.

UPS delivers the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings. The entire industry improved over last year,

See our FAQs about the Temkin Experience Ratings.

Charles Schwab and Fidelity Investments Earn Top Customer Experience Ratings for Investment Firms

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.

Charles Schwab and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2017 Temkin Experience Ratings. The entire industry saw a sharp improvement over last year.

See our FAQs about the Temkin Experience Ratings.

Netflix and Spotify Earn Top Customer Experience Ratings for Streaming Media

Temkin Experience Ratings

We 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.

Netflix and Spotify deliver the best customer experience in the streaming media industry, according to the 2017 Temkin Experience Ratings.

Netflix and Spotify tied for the top spot out of the 16 streaming media companies included in this year’s ratings, each earning a score of 74% and coming in 74th place overall out of 331 companies across 20 industries. This is the first year that streaming media companies were included in the Ratings.

Overall, the streaming media industry averaged a 70% rating in the 2017 Temkin Experience Ratings and tied for 6th place out of 20 industries.

See our FAQs about the Temkin Experience Ratings.

Regions and Citizens Earn Top Customer Experience Ratings for Banks

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.

Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings.

Regions took the top spot out of the 15 banks included in this year’s ratings, earning a score of 82% and coming in 4th place overall out of 331 companies across 20 industries. Citizens came in a close second with a score of 79% and an overall rank of 22nd.

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Discover Earns Top Customer Experience Rating for Credit Cards

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.

Discover delivers the best customer experience in the credit card industry, according to the 2017 Temkin Experience Ratings.

Discover took the top spot out of the 11 credit card issuers included in this year’s ratings, earning a score of 78% and coming in 28th place overall out of 331 companies across 20 industries. American Express and USAA tied for second place, each receiving a score of 73% and ranking 90th overall.

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Kaiser Permanente and Humana Earn Top Customer Experience Ratings for Health Plans

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.

Kaiser Permanente and Humana deliver the best customer experience in the health plan industry, according to the 2017 Temkin Experience Ratings.

For the second year in a row, Kaiser Permanente took the top spot out of the 14 health plans included in this year’s ratings, earning a score of 67% and coming in 206th place overall out of 331 companies across 20 industries. Humana came in a close second with a score of 65% and a rank of 247th overall.

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Prudential and USAA Earn Top Customer Experience Ratings for Insurers

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.

Prudential and USAA deliver the best customer experience in the insurance industry, according to the 2017 Temkin Experience Ratings.

Prudential and USAA tied for the top spot out of the 16 insurers included in this year’s ratings, each earning a score of 76% and coming in 47th place overall out of 331 companies across 20 industries. USAA has earned the highest score for insurers every year since the Ratings began in 2011, and this is Prudential’s first year included in the rankings.

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Customer Journey Mapping Workshop in San Diego in April

Southwest Airlines Earns Top Customer Experience Ratings for Airlines

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.

Southwest Airlines and AirTran deliver the best customer experience in the airline 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.

Southwest Airlines took the top spot out of the 10 airlines included in this year’s ratings, earning a score of 73% and coming in 90th place overall out of 331 companies across 20 industries. Southwest has earned the highest score every year since the Ratings began in 2011, with the exception of 2015 with JetBlue came in first.

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Courtyard By Marriott Earns Top Customer Experience Ratings for Hotels

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.

Courtyard By Marriott delivers the best customer experience in the Hotels 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.

Courtyard By Marriott took the top spot out of the 23 hotels included in this year’s ratings, earning a score of 77% and coming in 38th place overall out of 331 companies across 20 industries. Fairfield Inn, Marriott, and Radisson all tied for second place, each with a rating of 76% and a rank of 47th overall.

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Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends.

As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that different interactions lead to a variety of emotions which have differing loyalty effects.

The chart below shows 10 emotions that 10,000 consumers selected to describe how they felt after completing eight interactions.

As you can see above:

  • Most interactions lead to positive emotions, as the four most prevalent emotions on our list are Happy, Excited, Relieved, and Confident.
  • Happy and Excited are the most common emotions.
  • Purchasing a new pair of shoes leads to the most frequent emotion, Happy.
  • Researching a health insurance plan doesn’t create any consistent emotional response, as the most common emotion (Relieved) was selected by less than one-third of consumers.
  • Investigating a mistake in a monthly bill is the interaction that most frequently leads to Angry and Frustrated.
  • Filing a claim with a home or auto insurance company is the interaction that most frequently leads to Appreciated and Worried.
  • Researching a hotel or rental car for a trip is the interaction that most frequently leads to Confident.
  • Researching a health plan is the interaction that most frequently leads to Confused and Disappointed.
  • Using a new mobile phone or tablet for the first time is the interaction that most frequently leads to Excited.
  • Reaching out for technical support for a computer is the interaction that most frequently leads to Relieved.

We also looked at the loyalty that consumers have to companies based on the emotions that they’ve experienced. The chart below examines the loyalty for each of the 10 emotions averaged across all eight interactions (I’ll examine interaction-specific data in a future post):

As you can see:

  • Excited and Appreciated lead to the most loyalty.
  • Disappointed leads to the worst loyalty profile.
  • The lack of any of these emotions leads to less of both loyalty and disloyalty.

The bottom line: Focus on the specific customer emotions you’re creating.

Data Snapshot: Media Use Benchmark, 2017

We just published a Temkin Group data snapshot, Media Use Benchmark, 2017. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot).

Here’s the data snapshot description:

In January 2017, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we collected in January 2016, January 2015, January 2014, January 2013, and January 2012. Our analysis examines the amount of time consumers spend every day watching television, browsing the Internet (for both work and leisure), reading books (both print and electronic), reading newspapers (both print and electronic), listening to the radio, reading a print magazine, and using a mobile phone. This data snapshot breaks down the results by income level, education level, and, most expansively, by age.

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Here’s a portion of the first figure from the data snapshot that contains 13 data-rich charts. As you can see:

  • Time spent over the last six years with mobile web/apps has increased the most, followed by using the Internet at work and reading a book online.
  • Across all of the media activities we track except for using the Internet at work, consumers spent more time doing them in 2017 than in 2016.
  • Consumers increased their time reading paper books and magazines by 30% over last year, the largest increase of any activities.
  • While consumers increased their reading of newspapers, they also had a jump of 27% in the amount of time they spent reading the news online.

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Report: 2017 Temkin Experience Ratings (U.S.)

1703_temkinexperienceratingsus_coverTemkin Ratings websiteWe 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 FreeFreeDownloadButton You can also download the dataset in Excel for $395

See our FAQs about the Temkin Experience Ratings.

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:

  1. Success: How well do experiences meet customers’ needs?
  2. Effort: How easy is it for customers to do what they want to do?
  3. Emotion: How do customers feel about the experiences?

Here are the top and bottom companies in the ratings:1703_2017txrtopbottom

***See how your company can reference these results or
display a badge for top 10% and industry leaders***

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Sadly Saying Goodbye to Pete Winemiller

petewinemillerI just heard that Pete Winemiller passed away, and it hit me hard. I knew that he had been battling cancer, but I thought that he was winning the fight. How could he not? Pete was one of the most positive people that I’ve ever met. The world lost a wonderful man… and a true customer experience trailblazer.

Pete was the Senior Vice President, Guest Relations for the NBA’s OKC Thunder. His work on customer experience focused on the people who were interacting with fans. Not just employees of the Thunder, but all of the people from all of the partners who played some role in the fan experience, including concessions, parking, ticketing, maintenance, and even the police force.

I actually was privileged to give Pete and his team two different CX awards. In 2012, the Thunder earned Temkin Group’s CX Excellence Award. When Pete heard that they had won, he immediately asked if we could provide multiple versions of the award to give to his partners. He brought his partners out during the half-time of a game to share the award with them.

In 2014, the Thunder won a CXPA.org CX Innovation Award. Pete flew in to accept the award and I gave it to him on stage. He was a big man who had a huge, warm handshake. As with all of his accolades, he wanted to share the award with all of the Thunder partners. In November of 2014, I went to OKC with my daughter to participate in the halftime ceremony (I’m on the left and Pete is next to me).

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I really enjoyed that visit (you can read about it here). It was great to see Pete operate. He seemed to know the names of all the people who were working at the game. As he walked around the stadium, he was both a cheerleader and a stickler for quality. In his wake, he left a highly engaged workforce, most of whom were only part-time employees.

Pete was a great example of a purposeful leader. He operated with a clear, well articulated set of values. As a result, all of the employees who affected the fan experience delivered on the OKC Thunder’s five service principles (acronym CLICK!):

  • Communicate courteously
  • Listen to learn
  • Initiate immediately
  • Create connections
  • Know your stuff

We regularly interviewed Pete as part of our research, so you will see snippets of the OKC Thunder’s efforts in may of our reports. One of the most detailed overviews of Pete’s work can be seen in our 2013 report, Lesson in CX Excellence (download for free using the code “ThanksPeteW“).

The world lost a true CX trailblazer and a great human being. I’ll miss him.

R.I.P. Pete.

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