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.
Congratulations to Subway and Popeye’s Louisiana Kitchen for earning the top customer experience ratings in the fast food industry.
Subway took the top spot out of the 24 fast food chains included in this year’s Ratings, earning a score of 83% and placing second overall out of 318 companies across 20 industries. Popeye’s came in a close second with a rating of 81% and an overall rank of 12th. Two other fast food chains received “excellent” ratings: Panera Bread and Little Caesar’s, both of which received a score of 80% and placed 17th overall.
Overall, the fast food industry averaged a 76% rating in the 2018 Temkin Experience Ratings and came in 2nd place out of 20 industries. The average rating of the industry declined by 0.4 percentage-points between 2017 and 2018, dropping from 76.5% to 76.1%.
Taco Bell’s customer experience score improved the most over the previous year, gaining seven percentage-points. Hardee’s score, on the other hand, declined the most, dropping by eight points.
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.
Congratulations to Ace Hardware and Dollar Tree for earning the best customer experience scores the retail industry.
Of the 49 retailers included in this year’s Ratings, Ace Hardware and Dollar Tree tied for the top spot. Each earned a score of 82% and placed 7th overall out of 318 companies across 20 industries.
Overall, the retail industry averaged a 74% rating in the 2018 Temkin Experience Ratings and came in third place out of 20 industries. The average rating of the industry improved by 0.5 percentage-points between 2017 and 2018, going from 73.9% to 74.4%.
Family Dollar’s customer experience score improved the most over the previous year, gaining six percentage-points. Macy’s score, on the other hand, declined the most, dropping by seven points.
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.
Congratulations to Whirlpool for earning the top customer experience score across TV & appliance makers.
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.
Congratulations to FedEx and UPS for earning the top customer experience scores in the parcel delivery industry.
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.
Congratulations to Wegmans for earning the best customer experience score in the supermarket industry.
This year, supermarkets earned some of the highest scores in the entire Ratings. With a score of 86%, Wegmans not only received the highest score in the supermarket industry, it received the highest score in the entire Ratings – ranking 1st out of 318 companies across 20 industries. Likewise, H-E-B and Publix earned the second highest scores for both the supermarket industry and the Ratings overall, each with a score of 83%. Aldi and Wawa Food Markets – each of which scored 82% and tied for 7th overall – also ranked in the top 10.
Overall, the supermarket industry averaged a 79% rating in the 2018 Temkin Experience Ratings and came in first place out of 20 industries. The average rating of the industry improved by 0.4 percentage-points between 2017 and 2018, going from 78.1% to 78.5.
Wawa Food Markets’ customer experience score improved the most over the previous year, gaining nine percentage-points. AmazonFresh, on the other hand, declined the most, dropping by 13 points.
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.
Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.
Of the 20 utilities included in this year’s Ratings, Georgia Power and Florida Power & Light tied for the top spot. Each earned a score of 75% and placed in 65th overall out of 318 companies across 20 industries. These two companies are no strangers to the top; Georgia Power also received the highest rating in the industry in 2017 and 2015, and Florida Power & Light earned the highest rating in 2016. Southern California Gas Company came in a close third with a score of 74% and an overall rank of 85th.
Overall, the utilities 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 dropped by 2.6 percentage-points between 2017 and 2018, going from 67.9% down to 65.3%.
Consumers Energy Company’s customer experience score improved the most over the previous year, gaining four percentage-points. TXU Energy’s score, on the other hand, declined the most, dropping by 10 points.
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.
Congratulations to Citizens Bank and credit unions for earning the best customer experience scores in the banking industry.
Of the 15 banks included in this year’s Ratings, Citizens and credits unions tied for the top spot. Each earned a score of 83% and came in 2nd place overall out of 318 companies across 20 industries. Two other banks received “excellent” ratings: USAA, which scored 82% and placed 7th overall, and Regions, which scored 81% and placed 12th overall.
Overall, the banking industry averaged a 73% rating in the 2018 Temkin Experience Ratings and came in fourth place out of 20 industries. The average rating of the industry improved by 1.1 percentage-points between 2017 and 2018, going from 72.0% to 73.1%.
Fifth Third’s customer experience score improved the most over the previous year, gaining six percentage-points. SunTrust Bank’s score, on the other hand, declined the most, dropping by 3 points.
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.
Congratulations to USAA for earning the best customer experience score in the credit card industry.
Of the 11 credit card issuers included in this year’s Ratings, USAA earned the highest score with a rating of 77%, putting it in 42nd place overall out of 318 companies across 20 industries. Discover received the second highest rating in the industry, with a score of 75% and an overall rank of 65th. This is the second year in a row that these two firms have lead the industry.
Overall, the credit card industry averaged a 69% rating in the 2018 Temkin Experience Ratings and came in 8th place out of 20 industries. The average rating of the industry declined by 0.3 percentage-points between 2017 and 2018, going down from 69.8% to 69.5%.
USAA’s customer experience score improved the most over the previous year, gaining four percentage-points. HSBC’s score, on the other hand, declined the most, dropping by seventeen points.
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.
Congratulations to TriCare for earning the top customer experience score in the health plan industry.
Of the 14 health plans included in this year’s Ratings, TriCare earned the highest rating with a score of 67%, which puts it in 184th place overall out of 318 companies across 20 industries. BCBS of New Jersey came in a close second, earning a score of 65% and ranking of 217th overall.
Overall, the health plan industry averaged a 57% rating in the 2018 Temkin Experience Ratings and came in 19th place out of 20 industries. The average rating of the industry improved by 0.4 percentage-points between 2017 and 2018, going from 57.0% to 57.4%.
BCBS of Florida’s customer experience score improved the most over the previous year, gaining six points. CIGNA’s score, on the other hand, declined the most, dropping by six points.
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.
Congratulations to USAA for earning the top customer experience score in the insurance industry.
Of the 15 insurance carriers included in this year’s Ratings, USAA earned the highest score with a rating of 75%, putting it in 65th place overall out of 318 companies across 20 industries. USAA has lead the insurance industry every year since the Ratings began in 2011. State Farm received the second highest score in the industry with a rating 72% and an overall rank of 109th.
Overall, the insurance industry averaged a 67% rating in the 2018 Temkin Experience Ratings and tied for 9th place out of 20 industries. The average rating of the industry decreased by 1.3 percentage-points between 2017 and 2018, going from 68.5% to 67.2%.
Allstate’s and Farmers’ customer experience scores improved the most over the previous year as each increased by two percentage-points. Travelers’ score, on the other hand, declined the most, dropping by six points.
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.
Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry.
Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first.
Overall, the airlines 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 is unchanged from 2017.
Alaska Airlines’ customer experience score improved the most over the previous year, gaining six percentage-points. Spirit Airlines’ score, on the other hand, declined the most, dropping five points.
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.
Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry.
Out of the 20 hospitality companies included in this year’s Ratings, Holiday Inn Express and Marriott tied for the top spot. Each earned a score of 78% and came in 34th place overall out of 318 companies across 20 industries. Hampton Inn secured the third place spot with a rating of 76% and an overall rank of 51st.
Overall, the hotel industry averaged a 70% rating in the 2018 Temkin Experience Ratings and came in 7th place out of 20 industries. The average rating of the industry declined by 0.6 percentage-points between 2017 and 2018, dropping from 70.2% to 69.6%.
Airbnb’s customer experience score improved the most over the previous year, gaining 11 points. Fairfield Inn’s score, on the other hand, declined the most, dropping by nine points.
2018 marks the eighth 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 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Here are some highlights:
Wegmans, H-E-B, Citizens, credit unions, Publix, and Subway earned the highest overall ratings, while CarMax, Spirit Airlines, Optimum, Medicaid, and Comcast received the lowest.
When we compared individual company’s ratings with their industry averages, we found that Southwest Airlines and Georgia Power most outperformed their peers, while CarMax and Spirit Airlines fell farthest behind their competitors.
The Ratings declined slightly this year, driven mostly by a drop in the emotion component scores.
To improve customer experience, companies need to master four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.
In Q3 2017, we surveyed 10,000 U.S. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016. This data snapshot examines how channel preferences vary across age groups, how these preferences have changed over the past year, and how channel preferences differ across multiple activities.
Here are previous benchmarks from 2016, 2015, and 2014.
Download report for $195
Here is an excerpt from one of the 14 charts in the report:
Here are all of the data charts int he report:
Channel Preferences Across Multiple Activities
Channel Preferences: Changes between 2016 and 2017
Channel Preference By Age: Check the Delivery Status of a Purchase You Made
Channel Preference By Age: Check the Balance on a Savings or Checking Account
Channel Preference By Age: Update Your Address on an Account After You Move
Channel Preference By Age: Purchase a New Book
Channel Preference By Age: Apply for a New Credit Card
Channel Preference By Age: Change the Beneficiary on a Life Insurance Account
Channel Preference By Age: Resolve a Technical Problem with Your Computer
Channel Preference By Age: Purchase a New Auto Insurance Policy
Channel Preference By Age: Select a Life Insurance Policy
Channel Preference By Age: Investigate a Mistake in Your Monthly Cell Phone Bill
Channel Preference By Age: Open a New Investment Account
Channel Preference By Age: Schedule a Medical Procedure
In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The analysis examined four areas of loyalty: Likelihood to repurchase, likelihood to recommend, likelihood to forgive, and likelihood to trust. Then we combined those components to calculate the Temkin Loyalty Index for 157 companies across 16 industries.
You can purchase and download the dataset, which includes companies that had at least 85 respondents. The excel spreadsheet includes the four areas of loyalty and the overall TLi for 157 companies. along with the industry averages.