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

 

Temkin Experience Ratings Industry Snapshot: Fast Food

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.

Temkin Experience Ratings: Customer Experience Benchmark of Fast Food RestaurantsCongratulations 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.

You can download the free report or purchase the dataset.

 

Temkin Experience Ratings Industry Snapshot: Retail

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.

Ace Hardware and Dollar Tree earn top customer experience (CX) score across retailers, according to 8th annual Temkin Experience Ratings of 318 companies.

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.

You can download the free report or purchase the dataset.

Ace Hardware and Dollar Tree earn top customer experience (CX) score across retailers, according to 8th annual Temkin Experience Ratings of 318 companies. Ace Hardware and Dollar Tree earn top customer experience (CX) score across retailers, according to 8th annual Temkin Experience Ratings of 318 companies.

 

Temkin Experience Ratings Industry Snapshot: TVs & Appliances

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.

Whirlpool earns top customer experience (CX) score across TV & appliance makers, according to 8th annual Temkin Experience Ratings of 318 companies.Congratulations to Whirlpool for earning the top customer experience score across TV & appliance makers.

You can download the free report or purchase the dataset.

Whirlpool earns top customer experience (CX) score across TV & appliance makers, according to 8th annual Temkin Experience Ratings of 318 companies.Whirlpool earns top customer experience (CX) score across TV & appliance makers, according to 8th annual Temkin Experience Ratings of 318 companies.

Temkin Experience Ratings Industry Snapshot: Parcel Delivery

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.

Fedex and UPS earn top customer experience (CX) score for parcel delivery services, according to 8th annual Temkin Experience Ratings of 318 companies.

Congratulations to FedEx and UPS for earning the top customer experience scores in the parcel delivery industry.

You can download the free report or purchase the dataset.

Fedex and UPS earn top customer experience (CX) score for parcel delivery services, according to 8th annual Temkin Experience Ratings of 318 companies.Fedex and UPS earn top customer experience (CX) score for parcel delivery services, according to 8th annual Temkin Experience Ratings of 318 companies.

Temkin Experience Ratings Industry Snapshot: Supermarkets

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.

Wegmans earns top customer experience (CX) score for supermarkets, according to 8th annual Temkin Experience Ratings of 318 companies.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.

You can download the free report or purchase the dataset.

Wegmans earns top customer experience (CX) score for supermarkets, according to 8th annual Temkin Experience Ratings of 318 companies. Wegmans earns top customer experience (CX) score for supermarkets, according to 8th annual Temkin Experience Ratings of 318 companies.

Temkin Experience Ratings Industry Snapshot: Utilities

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.

FPL and Georgia Power earn top customer experience (CX) scores for utilities, according to 8th annual Temkin Experience Ratings of 318 companies.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.

You can download the free report or purchase the dataset.

FPL and Georgia Power earn top customer experience (CX) scores for utilities, according to 8th annual Temkin Experience Ratings of 318 companies. FPL and Georgia Power earn top customer experience (CX) scores for utilities, according to 8th annual Temkin Experience Ratings of 318 companies.

Temkin Experience Ratings Industry Snapshot: Banks

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.

Citizens Bank and credit unions earn top customer experience (CX) scores for the banking industry, according to 8th annual Temkin Experience Ratings of 318 companies.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.

You can download the free report or purchase the dataset.

Citizens Bank and credit unions earn top customer experience (CX) scores for the banking industry, according to 8th annual Temkin Experience Ratings of 318 companies. Citizens Bank and credit unions earn top customer experience (CX) scores for the banking industry, according to 8th annual Temkin Experience Ratings of 318 companies.

Temkin Experience Ratings Industry Snapshot: Credit Cards

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.

USAA earns top customer experience (CX) score for credit cards, according to 8th annual Temkin Experience Ratings of 318 companies.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.

You can download the free report or purchase the dataset.

USAA earns top customer experience (CX) score for credit cards, according to 8th annual Temkin Experience Ratings of 318 companies. USAA earns top customer experience (CX) score for credit cards, according to 8th annual Temkin Experience Ratings of 318 companies.

Temkin Experience Ratings Industry Snapshot: Health Plans

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.

TriCare earns top customer experience (CX) score for health plans, according to 8th annual Temkin Experience Ratings of 318 companies.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.

You can download the free report or purchase the dataset.

TriCare earns top customer experience (CX) score for health plans, according to 8th annual Temkin Experience Ratings of 318 companies. TriCare earns top customer experience (CX) score for health plans, according to 8th annual Temkin Experience Ratings of 318 companies.