Report: Channel Preferences Benchmark, 2018

Purchase and download Channel Preferences Data SnapshotWe just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018.

Here’s the executive summary: 

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.

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Here is an excerpt from one of the 14 charts in the report:

Channel Preferences of U.S. Consumers Shows Desire For Digital Channels

Here are all of the data charts int he report:

  1. Channel Preferences Across Multiple Activities
  2. Channel Preferences: Changes between 2016 and 2017
  3. Channel Preference By Age: Check the Delivery Status of a Purchase You Made
  4. Channel Preference By Age: Check the Balance on a Savings or Checking Account
  5. Channel Preference By Age: Update Your Address on an Account After You Move
  6. Channel Preference By Age: Purchase a New Book
  7. Channel Preference By Age: Apply for a New Credit Card
  8. Channel Preference By Age: Change the Beneficiary on a Life Insurance Account
  9. Channel Preference By Age: Resolve a Technical Problem with Your Computer
  10. Channel Preference By Age: Purchase a New Auto Insurance Policy
  11. Channel Preference By Age: Select a Life Insurance Policy
  12. Channel Preference By Age: Investigate a Mistake in Your Monthly Cell Phone Bill
  13. Channel Preference By Age: Open a New Investment Account
  14. Channel Preference By Age: Schedule a Medical Procedure

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Dataset: 2017 Temkin Loyalty Index, UK

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.

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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.

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Report: Temkin Loyalty Index, 2017

Temkin Loyalty Index Report 2017We published a Temkin Group report, Temkin Loyalty Index, 2017. This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries.

To determine companies’ Temkin Loyalty Index (TLi), we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company’s new offerings.

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Temkin Group’s TLi is based on evaluating consumers’ likelihood to do these five things (data for these items are included in the dataset):

  • Repurchase from the company
  • Recommend the company to others
  • Forgive the company if it makes a mistake
  • Trust the company
  • Try new offerings from the company

Here are some highlights of the research:

  • ACE Rent A Car and Advantage Rent-A-Car earned the highest TLi, while Time Warner Cable earned the lowest.
  • Supermarkets engender the strongest loyalty in their customers, while TV/Internet service providers engender the least.
  • NFCU and ACE Rent a Car most outpace their industries, while Spirit Airlines and Avis lag the farthest behind.
  • Customers are most likely to recommend ACE Rent a Car, AmazonFresh, and NFCU and least likely to recommend Time Warner Cable, Comcast, and Cox Communications.
  • Customers are most likely to repurchase from Publix, H-E-B, and Trader Joe’s and least likely to repurchase from Time Warner Cable, Comcast, and Cox Communications.
  • Customers are most likely to forgive Advantage Rent-A-Car, ACE Rent A Car, Fujitsu and NFCU and least likely to forgive Comcast, Time Warner Cable, and Cox Communications.
  • Customers are most likely to try a new offering from ACE Rent A Car, Advantage Rent-A-Car, and Siemens and least likely to show product loyalty to Fifth Third, Citizens, and Time Warner Cable.
  • USAA and NFCU are the most trusted companies, while Time Warner Cable, Comcast, and Cox Communications are the least. All of the industries saw an increase in loyalty over last year, though utilities saw the most dramatic improvement.

Here are the top and bottom rated companies:

2017 Top and Bottom companies in the Temkin Loyalty Index

Here are the overall industry average TLi:

Temkin Loyalty Index range of industry scores

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Report Outline:

  • Temkin Loyalty Index Evaluates Five Areas if Loyalty
  • Consumers Are Most Loyal to ACE Rent A Car and Advantage Rent-A-Car
    • Leaders and Laggards Across Five Areas of Loyalty
  • Loyalty Is On The Rise

 

Figures in the Report:

  1. Temkin Loyalty Index is Based on Five Components
  2. 2017 Temkin Loyalty Index Evaluates 329 Companies Across 20 Industries
  3. 2017 Temkin Loyalty Index (TLi), Top 50 Organizations
  4. 2017 Temkin Loyalty Index (TLi), Bottom 50 Organizations
  5. 2017 Temkin Loyalty Index (TLi), Range of Industry Scores
  6. Range of Industry Averages For Components of Temkin Loyalty Index
  7. Industry Loyalty Scores
  8. 2017 Temkin Loyalty Index, Industry Leaders and Laggards
  9. 2017 Temkin Loyalty Index, Most Above and Below Industry Average
  10. 2017 Temkin Loyalty Index (TLi), Leaders and laggards in RecommendComponent
  11. 2017 Temkin Loyalty Index (TLi), Leaders and laggards in Buy MoreComponent
  12. 2017 Temkin Loyalty Index (TLi), Leaders and laggards in ForgiveComponent
  13. 2017 Temkin Loyalty Index (TLi), Leaders and laggards in Try New OfferingsComponent
  14. 2017 Temkin Loyalty Index (TLi), Leaders and laggards in TrustComponent
  15. Temkin Loyalty Index, 2016 to 2017
  16. Changes in Industry Loyalty Scores, 2016 to 2017
  17. Temkin Loyalty Index, Most Improved And Most Declined Between 2016 and 2017

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Here are the 2016 Temkin Loyalty Index and the 2015 Temkin Loyalty Index.

Methodology

We report on companies that have feedback form at least 100 consumers who have interacted with the company over the previous 90 days. This ends up in 329 companies across 20 industries. The TLi is the average of five different measures of loyalty for each of those companies:

Temkin Loyalty Index methodology

Report: Net Promoter Score Benchmark Study, 2017

Net Promoter score benchmark study, 2017We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the sixth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S. consumers.

Here’s the executive summary:

Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of almost 300 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are the highlights from this benchmark:

  • With an NPS of 66, USAA’s insurance business earned the highest score in the study for the fifth year in a row.
  • Comcast received the lowest NPS for the third year in a row with a score of -9.
  • The industry average for NPS ranged from a high of 43 for auto dealers down to a low of 9 for TV & Internet service providers.
  • Citibank, whose NPS lagged 35 points behind the banking average, fell the farthest behind its peers.
  • All industries saw their average NPS decline over the past year, though Utilities dropped the most.
  • 18- to 24-year-old consumers give companies the lowest NPS (with an average score of 17 across industries), while consumers 65 and older give the highest NPS (with an average score of 38 across industries).
  • NPS is highly correlated with customer experience. On average, customer experience leaders enjoy an NPS over 18 points higher than customer experience laggards.

See the NPS Benchmark Studies from 2012, 201320142015, and 2016.

Here’s a list of companies included in this study (.pdf).

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Here are the NPS scores across 20 industries:
range of net promoter scores across industries

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Report Outline:

  • USAA and JetBlue Lead the NPS Benchmark of 299 U.S. Companies
    • USAA and JetBlue Earn Top Spots in NPS Rankings
    • NPS Increases With Age
  • Want Higher NPS? Improve Customer Experience

 

Figures in the Report:

  1. Temkin Group Measured Net Promoter Scores For 299 Companies Across 20 Industries
  2. Net Promoter Scores (NPS): Top and Bottom 20 Companies
  3. Range of Net Promoter Scores (NPS) Across Industries
  4. Net Promoter Scores (NPS) By Industry (Page 1)
  5. Net Promoter Scores (NPS) By Industry (Page 2)
  6. Net Promoter Scores (NPS) By Industry (Page 3)
  7. Net Promoter Scores (NPS) By Industry (Page 4)
  8. Net Promoter Scores (NPS) By Industry (Page 5)
  9. Net Promoter Scores (NPS) By Industry (Page 6)
  10. Promoters, Passives, and Detractors By Industry
  11. Net Promoter Scores (NPS): Most Above and Below Industry Average
  12. Industry Average NPS, 2015 to 2017
  13. Net Promoter Score (NPS) by Age by Industry
  14. Customer Experience Correlates To Net Promoter Scores (NPS)

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If you want to know what data is included in this report and dataset, download this sample Excel dataset file.download Net promoter score study data sets

If you’re looking to create a strong NPS program, check out our VoC/NPS Resource Page.

P.S. Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.

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.

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(see sample spreadsheet)2017 Temkin group online ratingsOnline ratings by industry online ratings industry leaders and laggards

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Dataset: UK Net Promoter Score Benchmark, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter® Score (NPS®) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 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 detailed NPS for all 157 companies and 16 industries, along with data on industry-level NPS by the age group of the respondents.

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(see sample spreadsheet)
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Some of the highlights of the study include (see figures below):

  • Company NPS ranges from a high of 45 (Nationwide) down to a low of -39 (Bank of Scotland).
  • Industry averages for NPS range from a high of 20 (supermarkets) to a low of -12 (rental cars & transport).
  • The NPS by age groups ranges from a high of 34 (NPS of auto dealers by consumers who are at least 65-years-old) to a low of -34 (NPS of health insurers by 25- to 34-year-olds).
  • When we compare NPS to the 2017 Temkin Experience Ratings, UK, we find a very high level of correlation. That shouldn’t be a surprise, because improving customer experience is the path to better NPS.

UK Net promoter scores

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Report: Economics of Net Promoter Score, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. Here’s the executive summary:

Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers to give an NPS to 331 companies across 20 industries, and we then looked at how this score correlated with four key loyalty behaviors. Here are some highlights from this research:

  • Compared to detractors, promoters are over four times more likely to repurchase from a company, over five times more likely to forgive a company if it makes a mistake, over seven times more likely to try new offerings from a company, and almost five times more likely to trust a company.
  • We performed a detailed analysis of the loyalty data for promoters, passives, and detractors across 20 different industries: airlines, auto dealers, banks, computer and tablet makers, credit card issuers, fast food chains, health plans, hotels and rooms, insurance carriers, investment firms, parcel delivery services, rental car and transport agencies, retailers, software firms, streaming media services, supermarkets, TV and Internet service providers, TVs and appliance makers, utilities, and wireless carriers.
  • Ultimately, if a company wants to benefit from using NPS as a key metric, it must focus on improving customer experience, not obsessing over the metric itself.

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Note: To see NPS for individual companies and industries, download the report, Net Promoter Benchmark Study, 2016.

These two graphics from the report show the average connection between NPS and loyalty across all 20 industries, while the report also contains data for each of the 20 industries:

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Report Outline:

  • Promoters are More Loyal than Passives or Detractors
  • Loyalty of Promoters, Passives, and Detractors Across 20 Industries
    • NPS Loyalty Details for 20 Industries
  • Focus on Customer Experience, Not A Metric

 

Figures in the Report:

  1. NPS Correlates to Future Purchase Intentions
  2. Value of Promoters, Passives, and Detractors Across Industries
  3. Value of Promoters Versus Detractors
  4. Likelihood of Repurchasing of Promoters, Passives, and Detractors Across Industries
  5. Likelihood of Trying New Offerings of Promoters, Passives, and Detractors Across Industries
  6. Likelihood of Forgiving of Promoters, Passives, and Detractors Across Industries
  7. Likelihood of Trusting of Promoters, Passives, and Detractors Across Industries
  8. Better Customer Experience Correlates to Higher NPS
  9. Value of Promoters, Passives, and Detractors Across Industries
  10. The Four Customer Experience Core Competencies

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While this report provides clear evidence that promoters are more valuable than detractors, it is not an endorsement of NPS as a metric. The data shows that companies should be able to increase their customer loyalty if they create promoters and cut down on detractors. As you will see on our VoC/NPS Program Resources, the processes for improving is more important than the specific metric being used.

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)

Read More …

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

Temkin Temkin Customer Service RatingsGroup 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.

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Temkin Group Customer Service Ratings

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.

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temkin forgiveness rating UK

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

Temkin temkin ratingsGroup 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.

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temkin trust ratings organziations temkin trust ratings industry scores

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

Report: What Happens After a Good or Bad Experience, 2017

what happens after a good or bad experience reportWe just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017. This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report).

Here’s the executive summary:

To understand how good and bad experiences effect customer 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 six years. Here are some highlights:

  • About 19% of the customers who interacted with Internet service providers and TV service providers reported having a bad experience – a considerably higher percentage than in other industries. Of the companies we evaluated, 21st Century, Spirit Airlines, and HSBC deliver bad experiences most frequently.
  • We looked at the percentage of customers in an industry had a bad experience and combined that number with the percentage of customers who said they decreased their spending after a bad experience and then used this data to create a Sales at Risk Index for all 20 industries. Rental car agencies stand to lose the most revenue (6.7%) from delivering bad experiences, while retailers stand to lose the least (1%).
  • Investment firms are most effective at recovering after a bad experience, whereas TV 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 more likely to share feedback over Facebook and Twitter, and these channels are most popular with consumers who are between 25- and 44-years-old.
  • Of all the companies we evaluated, The Hartford is the most likely to receive negatively biased feedback directly from its customers, while Chubb is likely to receive the most positively biased feedback.

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Here are excerpted versions of 3 (out of 19) graphics in the report:
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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.

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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:

customer experience ratingsAirlines
>
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.

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Download sample dataset to see what’s included)
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Here are the top and bottom companies and the industry averages in the 2017 Temkin Experience Ratings, UK:

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Report Outline:

  • Co-op, M&S, & Lidl Earn Top Customer Experience Ratings
    • Supermarkets Dominate Top of Ratings and Rental Cars & Transport Control the Bottom
    • Success,Effort, and EmotionExperience Ratings
  • Calculating the Temkin Experience Ratings
  • The Path to Customer Experience Excellence

 

Figures in the Report:

  1. The Temkin Experience Ratingsis Based on the Three Components of an Experience
  2. 2017 Temkin Experience RatingsEvaluates 157 Companies Across 16 Industries
  3. 2017 Temkin Experience Ratings(TxR), Top 50 Organizations
  4. 2017 Temkin Experience Ratings(TxR), Bottom 50 Organizations
  5. 2017 Temkin Experience Ratings(TxR), Range of Industry Scores
  6. 2017 Temkin Experience Ratings(TxR), Industry Leaders and Laggards
  7. 2017 Temkin Experience Ratings, Most Above and Below Industry Average
  8. Industry Component Average Scores for 2017 Temkin Experience Ratings
  9. 2017 Temkin Experience Ratings, Leaders and Laggards in Emotion Component
  10. 2017 Temkin Experience Ratings, Leaders and Laggards in Success Component
  11. 2017 Temkin Experience Ratings, Leaders and Laggards in Effort Component
  12. Calculating the Temkin Experience Ratings
  13. Customer Experience Competencies and Maturity

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