Report: The Customer Journeys That Matter The Most

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries. In this report, we:

  • Examine feedback from 10,000 U.S. consumers about their journeys with 318 companies across 19 industries.
  • Identify which customer journeys consumers think most need improvement and look at how those responses differ across age groups.
  • Evaluate how different customer journeys impact five loyalty behaviors: likelihood to recommend the company, likelihood to repurchase from the company, likelihood to forgive the company if it makes a mistake, likelihood to trust the company, and likelihood of trying new offerings from the company.
  • One of the key findings across industries is that journeys that touch customer service are often the most prevalent and the most impactful on customer loyalty.

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Here’s the first figure in the report, which has a total of 58 figures (three detailed graphics for each of the industries):

Most Problematic Customer Journeys Across Industries

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Report Outline:

  • Why Focus On Customer Journeys?
  • Examining Customer Journeys Across 19 Industries
    • Banking Customer Journeys
    • Computers & Tablets Customer Journeys
    • Insurance Customer Journeys
    • Investment Customer Journeys
    • Credit Card Customer Journeys
    • Health Plan Customer Journeys
    • TV & Internet Service Customer Journeys
    • Parcel Delivery Customer Journeys
    • Wireless Carriers Customer Journeys
    • Airline Customer Journeys
    • Hotels & Rooms Customer Journeys
    • Retail Customer Journeys
    • Fast Food Chains Customer Journeys
    • Rental Car Customer Journeys
    • Supermarket Customer Journeys
    • TV & Appliance Customer Journeys
    • Auto Dealers Customer Journeys
    • Software Customer Journeys
    • Utility Customer Journeys

 

Figures in the Report:

  1. Most Problematic Customer Journeys Across Industries
  2. Banking: Severity of Problems Across Customer Journeys
  3. Banking: Loyalty Impact of Problems Across Customer Journeys
  4. Banking: Problematic Customer Journeys Across Age Groups
  5. Computers & Tablets: Severity of Problems Across Customer Journeys
  6. Computers & Tablets: Loyalty Impact of Problems Across Customer Journeys
  7. Computers & Tablets: Problematic Customer Journeys Across Age Groups
  8. Insurance: Severity of Problems Across Customer Journeys
  9. Insurance: Loyalty Impact of Problems Across Customer Journeys
  10. Insurance: Problematic Customer Journeys Across Age Groups
  11. Investments: Severity of Problems Across Customer Journeys
  12. Investments: Loyalty Impact of Problems Across Customer Journeys
  13. Investments: Problematic Customer Journeys Across Age Groups
  14. Credit Cards: Severity of Problems Across Customer Journeys
  15. Credit Cards: Loyalty Impact of Problems Across Customer Journeys
  16. Credit Cards: Problematic Customer Journeys Across Age Groups
  17. Health Plans: Severity of Problems Across Customer Journeys
  18. Health Plans: Loyalty Impact of Problems Across Customer Journeys
  19. Health Plans: Problematic Customer Journeys Across Age Groups
  20. TV & Internet Service: Severity of Problems Across Customer Journeys
  21. TV & Internet Service: Loyalty Impact of Problems Across Customer Journeys
  22. TV & Internet Service: Problematic Customer Journeys Across Age Groups
  23. Parcel Delivery: Severity of Problems Across Customer Journeys
  24. Parcel Delivery: Loyalty Impact of Problems Across Customer Journeys
  25. Parcel Delivery: Problematic Customer Journeys Across Age Groups
  26. Wireless Carriers: Severity of Problems Across Customer Journeys
  27. Wireless Carriers: Loyalty Impact of Problems Across Customer Journeys
  28. Wireless Carriers: Problematic Customer Journeys Across Age Groups
  29. Airlines: Severity of Problems Across Customer Journeys
  30. Airlines: Loyalty Impact of Problems Across Customer Journeys
  31. Airlines: Problematic Customer Journeys Across Age Groups
  32. Hotels & Rooms: Severity of Problems Across Customer Journeys
  33. Hotels & Rooms: Loyalty Impact of Problems Across Customer Journeys
  34. Hotels & Rooms: Problematic Customer Journeys Across Age Groups
  35. Retailers: Severity of Problems Across Customer Journeys
  36. Retailers: Loyalty Impact of Problems Across Customer Journeys
  37. Retailers: Problematic Customer Journeys Across Age Groups
  38. Fast Food: Severity of Problems Across Customer Journeys
  39. Fast Food: Loyalty Impact of Problems Across Customer Journeys
  40. Fast Food: Problematic Customer Journeys Across Age Groups
  41. Rental Cars & Transport: Severity of Problems Across Customer Journeys
  42. Rental Cars & Transport: Loyalty Impact of Problems Across Customer Journeys
  43. Rental Cars & Transport: Problematic Customer Journeys Across Age Groups
  44. Supermarkets: Severity of Problems Across Customer Journeys
  45. Supermarkets: Loyalty Impact of Problems Across Customer Journeys
  46. Supermarkets: Problematic Customer Journeys Across Age Groups
  47. TVs & Appliances: Severity of Problems Across Customer Journeys
  48. TVs & Appliances: Loyalty Impact of Problems Across Customer Journeys
  49. TVs & Appliances: Problematic Customer Journeys Across Age Groups
  50. Auto Dealers: Severity of Problems Across Customer Journeys
  51. Auto Dealers: Loyalty Impact of Problems Across Customer Journeys
  52. Auto Dealers: Problematic Customer Journeys Across Age Groups
  53. Software Firms: Severity of Problems Across Customer Journeys
  54. Software Firms: Loyalty Impact of Problems Across Customer Journeys
  55. Software Firms: Problematic Customer Journeys Across Age Groups
  56. Utilities: Severity of Problems Across Customer Journeys
  57. Utilities: Loyalty Impact of Problems Across Customer Journeys
  58. Utilities: Problematic Customer Journeys Across Age Groups

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Report: What Happens After a Good or Bad Experience, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous seven years.

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Here are some highlights:

  • Purchase and download Temkin Group report: What Happens After a Good or Bad Experience, 2018About 18% of the customers who interacted with TV & Internet service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life deliver bad experiences most frequently.
  • We created a Sales at Risk Index for all 20 industries by combining the percentage of customers in an industry who reported having a bad experience with the percentage who said they decreased their spending after a bad experience. According to this Index, TV & Internet service providers stand to lose the most revenue (6.4%) from delivering bad experiences, while utilities stand to lose the least (1.4%).
  • When it comes to recovering from delivering a bad experience, Investment firms are the most effective and TV & Internet service providers are the least effective.
  • After customers have a very bad or very good experience with a company, they are more likely to give feedback directly to the company than they are to post about it on Facebook, Twitter, or third party rating sites. Customers are also more likely to share positive feedback through online surveys and share negative feedback through emails.
  • Compared to previous years, customers are less likely to share feedback across almost all channels, with a particularly large drop in the percentage who post on Facebook or Twitter.
  • Across almost all age groups, consumers are most likely to share their feedback directly with the company. Consumers between 18 and 34 years old are the most likely to share their good and bad experiences on Facebook, while older consumers tend to use 3rd party ratings sites more than Facebook or Twitter.

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Here is one of the 12 graphics in the report:


Report Outline:

  • Bad Experiences are Prevalent in the TV & Internet Services Sector
  • Bad Experiences Can Be Very Costly
  • Consumers Give More Feedback After a Bad Experience
    • The Channels for Direct Company Feedback
    • Feedback Differs Across Age Groups

 

Figures in the Report:

  1. TV & Internet Service Providers Deliver the Highest Percentage of Bad Experiences
  2. Companies That Deliver The Most And The Fewest Bad Experiences
  3. How Consumers Cut Their Spending After A Bad Experience, By Industry
  4. How Consumers Cut Their Spending After A Bad Experience, By Industry
  5. Sales at Risk Due to Bad Experiences
  6. How Industries Respond to Bad Experiences Overall
  7. How Consumers Give Feedback
  8. How Consumers Give Feedback to Companies
  9. Changes in How Consumers Give Feedback After a VERY GOOD Experience, 2013 to 2017
  10. Changes in How Consumers Give Feedback After a VERY BAD Experience, 2013 to 2017
  11. How Consumers Across Age Groups Give Feedback After VERY GOOD and VERY BAD Experiences
  12. How Consumers Across Age Groups Give Feedback Directly to Companies After VERY GOOD and VERY BAD Experiences

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Mastering Customer Experience Metrics (Infographic)

As an organization’s customer experience efforts mature, CX metrics become a critical guidepost for all of its activities. You can see different ways to download this infographic below.

Mastering Customer Experience (CX) Metrics Infographic

Here are links to download different versions of the infographic:

Here are links to the research referenced in the infographic:

2018 Temkin Trust Ratings (U.S.): USAA and Wegmans On Top

temkin ratings

Temkin Group announces the release of the 2018 Temkin Trust Ratings (TTR). Based on a study of 10,000 U.S consumers, the ratings benchmarks the level of trust that consumers have with 318 companies across 20 industries. USAA’s (TTR of 81%) banking business earned the top spot, followed by Wegmans (79%), credit unions (77%), H-E-B (77%), and USAA’s credit card and insurance businesses (75%). Four TV/Internet service providers earned the lowest TTR: Comcast (22%), Charter Spectrum (25%), Optimum (29%), and Cox Communications (29%). Here’s a full list of all of the companies in the TTR.

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)buy temkin trust ratings report

2018 Temkin Trust Ratings: Top and Bottom Organizations 2018 Temkin Trust Ratings: Ranges Of Industry Scores 2018 Temkin Trust Ratings: Industry Leaders And Laggards

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

Highlights of the 2018 Temkin Trust Ratings include:

  • The supermarket industry earned the highest average TTR (66%), followed by investment firms (62%), insurance companies (61%), and auto dealers (61%).
  • TV/Internet service providers earned the lowest average TTR (32%), well below the next lowest industry, health plans (49%).
  • When compared with their industry averages, eight companies earned TTRs that were at least 15 points above their peers: USAA (banks and credit cards), Alabama Power Company, credit unions, TriCare, Advantage Rent-A-Car, Regions Bank, and Navy Federal Credit Union.
  • Seven companies earned TTRs that were 15 or more points below their industry averages: Days Inn, Sears, San Diego Gas & Electric, CarMax, Wells Fargo, Motel 6, and Spirit Airlines.
  • The TTRs for all 20 industries declined between 2017 and 2018. The largest decline was in utilities (-6.2 %-points) and the smallest decline was in health plans (-0.9).
  • Between 2017 and 2018, Showtime improved the most (+13 %-points). Six other companies improved by seven or more points: Taco Bell, Whirlpool, Pizza Hut, Foot Locker, Family Dollar, and O’Reilly Auto Parts.
  • Between 2017 and 2018, Appalachian Power Company declined the most (-26 %-points). Eight other companies declined by 15 or more points: Spirit Airlines, Michael’s, Jeep, CarMax, Fox Rent A Car, Haier, PSE&G, and HSBC.

Purchase dataset for $295+
(see sample spreadsheet)download temkin trust ratings report

2018 Temkin Forgiveness Ratings: USAA and ACE Rent A Car On Top

Temkin Forgiveness RatingsEvery 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 eight years.

This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake. It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry.

For more information, including a sortable table with all of the high level results, visit the Temkin Ratings website.

Download dataset for $295 (see sample file)

Additional highlights of the 2018 Temkin Forgiveness Ratings:

  • Between 2017 and 2018, 14 of the 20 industries experienced declines in their average TFR. Wireless and supermarkets (+2.1 %-points) improved the most (+2.3 %-points), while utilities (-5.) and hotels & rooms dropped the most (-4.2 %-points).
  • Of the 308 companies that were in both the 2017 and 2018 TFR, 272 companies experienced a drop in their scores. The five companies to improve the most are Starz, MetroPCS, Fifth Third, Domino’s, and Dairy Queen. The five companies to decline the most are Bosch, Appalachian Power Company, HSBC, AmazonFresh, and Motel 6.

Download dataset for $295 (see sample file)

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

Temkin Ratings website
View a sortable list of results from the Temkin Forgiveness Ratings as well as other ratings on the Temkin Ratings website.

2018 Temkin Experience Ratings: 20 Industry Snapshots

Temkin Experience Ratings

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 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:

2018 Temkin Experience Ratings: Industry Ranges. The Customer Experience (CX) BenchmarkAirlines
>
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

Temkin Experience Ratings: Customer Experience (CX) Leaders Across 20 Industries

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

Temkin Experience Ratings Industry Snapshot: Streaming Media

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.

Amazon Prime Earns Top Customer Experience (CX) Scores for Streaming Media Services in 2018 Temkin Experience RatingsCongratulations to Amazon Prime (music & video) for delivering the best customer experience across streaming media services. This is the second year that we’ve included this category.

Of the 16 auto dealers included in this year’s Ratings, Amazon Prime’s services earned the highest score with a rating of 77%, putting it in 42nd place overall out of 318 companies. Pandora, Netflix and Showtime came in second place with a score of 72% and overall rank of 51st. ESPN earned the lowest score in the industry, 61%, and was 266th overall.

Overall, the streaming media industry averaged 72% in the 2018 Temkin Experience Ratings and earned the 6th place out of 20 industries. The average rating of the industry improved by a little over one percentage-point between 2017 and 2018.

Showtime improved the most (+7 %-points) from last year while Apple Music and SoundCloud declined the most (-5 %-points).

You can download the free report or purchase the dataset.

Amazon Prime Earns Top Customer Experience (CX) Scores for Streaming Media Services in 2018 Temkin Experience Ratings Amazon Prime Earns Top Customer Experience (CX) Scores for Streaming Media Services in 2018 Temkin Experience Ratings

Temkin Experience Ratings Industry Snapshot: Auto Dealers

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.

2018 Temkin Experience Ratings Provides Customer Experience (CX) Benchmark For Auto DealersCongratulations to Toyota and Honda for delivering the best customer experience across auto dealers.

Of the 18 auto dealers included in this year’s Ratings, Toyota earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries. Honda came in second place with a score of 72% and overall rank of 109th. Two other auto dealers received a “good” rating – Ford and Mercedes-Benz. Both of these companies received a score of 70% and placed 137th overall.

Overall, the auto dealer industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry declined by three percentage-points between 2017 and 2018, dropping from 68.6% to 65.6%.

You can download the free report or purchase the dataset.

2018 Temkin Experience Ratings Provides Customer Experience (CX) Benchmark For Auto Dealers 2018 Temkin Experience Ratings Provides Customer Experience (CX) Benchmark For Auto Dealers

Temkin Experience Ratings Industry Snapshot: Rental Cars

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.

2018 Temkin Experience Ratings Shows That National Car Rental Delivers Best Customer Experience (CX) In Rental Car IndustryCongratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry.

Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of 318 companies across 20 industries. Enterprise Rent-A-Car, ACE Rent A Car, and Advantage Rent-A-Car tied for second place. Each received a score of 69% and ranked 149th overall.

Overall, the rental cars and transport industry averaged a 65% rating in the 2018 Temkin Experience Ratings and tied for 15th place out of 20 industries. The average rating of the industry remains unchanged from 2017.

Avis’ customer experience score improved the most over the previous year, gaining 10 percentage-points. Fox Rent A Car’s score, on the other hand, declined the most, dropping by 13 points.

You can download the free report or purchase the dataset.

2018 Temkin Experience Ratings Shows That National Car Rental Delivers Best Customer Experience (CX) In Rental Car Industry 2018 Temkin Experience Ratings Shows That National Car Rental Delivers Best Customer Experience (CX) In Rental Car Industry

Temkin Experience Ratings Industry Snapshot: Computers & Tablets

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.

Apple Earns Highest Customer Experience (CX) Scores In Computer & Tablet Industry, Based on 2018 Temkin Experience RatingsCongratulations to Amazon (Kindle) for earning the top customer experience rating across computer & tablet makers.

Of the 11 computer and tablet makers included in this year’s Ratings, Amazon earned the highest score with a rating of 71%, putting it in 124th place overall out of 318 companies across 20 industries.  HP received the second highest rating with a score of 69% and an overall rank of 149th.

Overall, the computer and tablet industry averaged a 65% rating in the 2018 Temkin Experience Ratings and tied for 15th place out of 20 industries. The average rating of the industry declined by 0.2 percentage-points between 2017 and 2018, dropping from 65.7% to 65.5%.

HP and Lenovo saw their customer experience score improve the most over the previous year as each of their ratings went up by four percentage-points. Barnes & Noble, Gateway, and Asus, on the other hand, saw their scores declined the most as each of their ratings dropped by four percentage-points.

You can download the free report or purchase the dataset.

Apple Earns Highest Customer Experience (CX) Scores In Computer & Tablet Industry, Based on 2018 Temkin Experience Ratings Apple Earns Highest Customer Experience (CX) Scores In Computer & Tablet Industry, Based on 2018 Temkin Experience Ratings

 

Temkin Experience Ratings Industry Snapshot: Software

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.

Apple Earns Top Customer Experience (CX) Scores In Software Industry, Based on 2018 Temkin Experience RatingsCongratulations to Apple for earning the top customer experience rating across software firms.

Of the 10 providers included in this year’s Ratings, Apple earned the highest score with a rating of 69%, putting it in 149th place overall out of 318 companies across 20 industries. Microsoft and Google were very close behind with 68%.

Symantec’s customer experience scores improved the most over the previous year as it gained four percentage-points. Activision’s score, on the other hand, declined the most, dropping by seven points.

You can download the free report or purchase the dataset.

Apple Earns Top Customer Experience (CX) Scores In Software Industry, Based on 2018 Temkin Experience Ratings Apple Earns Top Customer Experience (CX) Scores In Software Industry, Based on 2018 Temkin Experience Ratings

 

Report: The State of CX Management, 2018

The State of Customer Experience (CX) Management, 2018We just published a Temkin Group report, The State of CX Management, 2018.

Temkin Group has evaluated the state of Customer Experience (CX) management at large companies for nine years in a row. This year, the benchmark is based on a survey of 171 companies with at least $500 million in annual revenues. Respondents not only answered questions about CX management, they also completed our CX Competency and Maturity Assessment. When we analyzed organizations’ CX efforts and progress towards maturity, we found that:

  • While only 7% of companies view themselves as industry leaders in CX today, 54% aspire to be leaders within three years.
  • Only 13% of companies have reached the top two (out of six) levels of CX maturity.
  • Of the four CX Core Competencies, Compelling Brand Values continues to be the most problematic for companies.
  • Twenty-two percent of firms have at least 21 FTEs in their centralized CX groups.
  • Companies rate themselves highest for customer insights & analysis and weakest for ambassador programs.
  • Voice of the customer software and market research vendors are the most valuable CX tools and services.
  • Two-thirds of companies think that their phone agents typical deliver a good experience, while only 11% feel that way about chat bots.
  • The top obstacle that companies face is other competing priorities, which has been at the top of the list for several years.
  • When we compared CX leaders with CX laggards, we discovered that the leaders enjoy stronger financial results, are more likely to have senior executives leading company-wide CX efforts, employ more full-time CX employees, use more experience design agencies, and feel more supported by senior leaders.
  • CX leaders are more likely to describe their culture as being Customer- or Mission-Centric, while CX laggards are more likely to describe theirs as Sales- or Profit-Centric.

This report also includes an assessment that companies can use to benchmark their CX efforts and capabilities.

Download report for $195
buy the state of customer experience management report

Here are the results from Temkin Group’s CX Competency & Maturity Assessment:

Download report for $195
download the state of customer experience management


Report Outline:

  • Customer Experience Management Within Large Firms
  • Assessing The Four Customer Experience Core Competencies
  • Comparing CX Leaders and CX Laggards
  • Assess and Improve Your CX Competencies

 

Figures in the Report:

  1. Customer Experience Today and Future Ambitions
  2. Customer Experience Leadership and Coordination
  3. Customer Experience Coordination and Staffing
  4. Customer Experience Team Effectiveness
  5. Customer Experience Tools and Services
  6. Customer Experience Tools and Services (2016 to 2018)
  7. Quality of Customer Experience Across Different Channels
  8. Quality of Customer Experience Across Different Channels (2016 to 2018)
  9. Obstacles to Customer Experience Successes
  10. The Four Customer Experience Core Competencies
  11. Temkin Group Customer Experience Competency Assessment
  12. Results From Temkin Group’s Customer Experience Competency and Maturity Assessment
  13. Results From Temkin Group’s Customer Experience Competency and Maturity Assessment(2010 to 2018)
  14. Most Frequently Practiced Customer Experience Competency Attributes
  15. Least Frequently Practiced Customer Experience Competency Attributes
  16. Customer Experience Competency Attributes that Improved and Declined Between 2017 to 2018
  17. Overview: CX Competency Leaders Versus CX Competency Laggards
  18. Effectiveness of CX Teams, CX Leaders Versus CX Laggards
  19. Use of CX Tools and Services, CX Leaders Versus CX Laggards
  20. Effectiveness of CX Tools and Services, CX Leaders Versus CX Laggards
  21. Quality of Customer Experience Across Different Channels, CX Leaders Versus CX Laggards
  22. Obstacles to CX Success, CX Leaders Versus CX Laggards
  23. Executive Priorities, CX Leaders Versus CX Laggards
  24. Predominant Culture, CX Leaders Versus CX Laggards
  25. Percentiles of Results From Temkin Group’s CX Competency and Maturity Assessment

Download report for $195
buy the state of customer experience management report

 

Temkin Group's FREE Online Customer Experience (CX) Competency & Maturity AssessmentWant to gauge your organization’s customer experience maturity or how well it’s doing across the Four CX Core Competencies? You can access Temkin Group’s online CX Competency & Maturity Assessment… and it’s FREE.

Temkin Experience Ratings Industry Snapshot: TV & Internet Service

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.

Dish Network Earns Top Customer Experience (CX) Ratings for TV & Internet Service ProvidersCongratulations to Dish Network for earning the top customer experience rating across TV & Internet service providers. Although this industry has once again came in last place out of 20 industries, with an average rating of 54%.

Of the nine providers included in this year’s Ratings, Dish earned the highest score with a rating of 61%, putting it in 266th place overall out of 318 companies across 20 industries. In fact, Dish is the only TV/Internet service provider to deliver an “okay” experience. Consumers rated the rest of the providers’ customer experience as “poor” or “very poor.”

Dish Network’s and AT&T’s customer experience scores improved the most over the previous year as each gained three percentage-points. Charter Spectrum’s score, on the other hand, declined the most, dropping by eight points.

You can download the free report or purchase the dataset.

Dish Network Earns Top Customer Experience (CX) Ratings for TV & Internet Service Providers Dish Network Earns Top Customer Experience (CX) Ratings for TV & Internet Service Providers

 

Temkin Experience Ratings Industry Snapshot: Wireless

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.

Dish Network Earns Top Customer Experience (CX) Ratings for TV/Internet Service ProvidersCongratulations to MetroPCS for earning the top customer experience score in the wireless industry.

Of the nine wireless carriers included in this year’s Ratings, MetroPCS earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries. TracFone, T-Mobile, and Verizon all tied for second place, each receiving a score of 68% and placing 163rd overall.

Overall, the wireless industry averaged a 66% rating in the 2018 Temkin Experience Ratings and tied for 12th place out of 20 industries. The average rating of the industry improved by 0.6 percentage-points between 2017 and 2018, going from 65.5% to 66.1%.

MetroPCS’s customer experience score improved the most over the previous year, gaining 11 percentage-points. US Cellular’s score, on the other hand, declined the most, dropping by six points.

You can download the free report or purchase the dataset.

Dish Network Earns Top Customer Experience (CX) Ratings for TV/Internet Service Providers Dish Network Earns Top Customer Experience (CX) Ratings for TV/Internet Service Providers