Virgin Mobile Leads Wireless Carriers in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

The average rating for the wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined.

Here are some highlights from the wireless carriers’ results:

  • Virgin Mobile earned the highest rating in the industry with a score of 67%, which put it in 128th place overall. Virgin Mobile has been steadily improving its ratings over the past five years. In 2011, it was the lowest-rated wireless carrier, with a score of 29%, in 2012 it increased its score to 59%, and then to 61% in 2013, 64% in 2014, and then this year, it became the top-rated wireless carrier, with 67%.
  • With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011. Sprint scored the furthest below the industry average for each of the three components: 8.7 percentage-points below the success average, 4.3 points below the effort average, and 5.5 points below the emotion average.
  • Of the eight wireless carriers that we looked at last year and this year, four of them increased their rating and four of them decreased their rating. U.S. Cellular (+16 points), Virgin Mobile (+3 points), MetroPCS (+2 points), and T-Mobile (+1 point) improved their scores, while TracFone (-4 points), AT&T (-4 points), Sprint (-2 points), and Verizon Wireless (-1 point) received lower scores in 2015 than in 2014.
  • U.S. Cellular experienced one of the most dramatic improvements in the Ratings, going up 16 percentage-points over the last year. This is following a 14-point decline between 2013 and 2014. In 2014, U.S. Cellular was the lowest-rated wireless carrier, with a rating of 46% and a rank of 264th out of 268 companies. This year it scored the industry average—62%—and placed 187th out of 293 companies.
  • U.S. Cellular increased each of its component scores more than any other wireless carrier, going up by 12 percentage-points for success, 16 points for effort, and an astounding 19 points for emotion.

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TV Service Providers Deliver Very Poor Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined. As an industry, TV service providers ranked 19th out of 20 industries.

Here are some highlights from the TV service providers’ results:

  • Cablevision Optimum earned the highest rating the TV service provider industry, with a score of 61% and an overall rank of 199th place.
  • Comcast was the lowest-rated TV service provider for the second year in a row, scoring 43% and ranking 291st out of 293 companies. Comcast also scored the furthest below the industry average for each of the three components, falling 6.7 percentage-points below the success average, 9.3 points below the effort average, and 11.6 points below average for the emotion average.
  • Of the nine TV service providers that we evaluated both last year and this year, only two of them increased their scores between 2014 and 2015. Verizon improved by three percentage-points, while AT&T improved by one point.
  • Bright House Networks—last year’s top-rated TV service provider—dropped eight percentage-points since 2014, while Cox Communications dropped seven percentage points over the last year.
  • Dish Network’s success score declined more than any other TV service provider’s, dropping by 10 percentage-points between 2014 and 2015. Meanwhile, Cox Communication’s effort and emotion score declined the most in the industry; its effort scored dropped by 12 points over the last year, and its emotion score dropped by 8 points over the last year.
  • Despite scoring above average for both the emotion and effort component—4.4 and 4.1 percentage-points above average respectively—DirecTV scored 3.1 points below average for the success component.

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Internet Service Providers Set the Lowest Bar in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

With a rating of 51%, Internet service providers have the lowest average score of any of the 20 industries we evaluated. The industry’s average decreased by 4.3 percentage-points over the past year, down from 56% in 2014. This is the largest decline in average rating for any industry.

Here are some highlights from the Internet service providers’ results:

  • Optimum earned the highest rating in the industry with a score of 60%, putting it in 207th place overall. Optimum is a newcomer to the Ratings, and knocked last year’s winner AOL out of the top-spot.
  • With a rating of 45%, Comcast is the lowest-scoring Internet service provider for the second year in a row. Comcast’s score dropped two percentage-points since 2014, and this year, the company ranked 289th out of 293 companies.
  • Of the eight Internet service providers that we looked at both last year and this year, not a single company’s score increased. Verizon’s rating stayed the same at 57%, while every other company’s score declined. Time Warner dropped the most, going down eight percentage-points, while Cox Communications dropped seven points, and AOL dropped six points.
  • With a rating of 45%, Comcast is the lowest-scoring Internet service provider for the second year in a row. Comcast’s score dropped two percentage-points since 2014, and this year, the company ranked 289th out of 293 companies.

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Temkin Experience Ratings Overview and FAQs

Temkin Ratings websiteWe recently released the sixth annual Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on an online survey of 10,000 U.S. consumers.

 

Here’s a video that provides some details about the Temkin Experience Ratings:

Here are answers to some frequently asked questions (FAQs):

  • How much does it cost to participate? Nothing. Temkin Group does not charge companies to participate in any of the Temkin Ratings. We also do not solicit companies to “help them” improve their ratings. the only way to improve your ratings is to focus on improving your customer experience. Temkin Group can certainly help in that area, but we make no promises about what will happen to any company’s scores.
  • Why does Temkin Group publish the Temkin Ratings? Our goal is to shine a bright light on the state of customer experience (and other areas for other ratings). We feel that the best way to do that is to provide a fully independent, data-centric benchmark that cuts across industries, and to make the results freely available to the public. You can download a free copy of the Temkin Experience Ratings report of see all of the results on the Temkin Ratings website.
  • Our company did well in the ratings, can we publicize the results? Yes, as long as you follow our guidelines.  We even have badges that you can use if your company is in the top 10% overall or the leader in one of our 20 industries.
  • How do you select the industries? Temkin Group selects industries that it believes will showcase a wide breadth of customer experience. The industries need to have at least three players large enough to be included in our published ratings. Every year we re-examine our list of industries. In 2015, for instance, we added utilities.
  • How do consumers select the companies? We list a number of companies in each industry and consumers select the ones that they’ve interacted with during the previous 60 days.
  • How can we get our company included in the ratings? Temkin Group does not look for, nor accept, requests for inclusion in the ratings. We select the companies that we believe are most likely to have at least 100 respondents, which is our minimum level for inclusion in our published research and data.
  • How do you get the survey respondents? We purchase access to online consumer panels from third party firms, and they ensure that we get the required responses. We set quotas to make sure that our total base of respondents mirrors the U.S. census distribution for age, gender, income, ethnicity, and region. We do not get customer contact information from companies, but instead ask consumers to identify the companies that they’ve interacted with during the previous 60 days.
  • How do you calculate the ratings? We asked consumers to rate three components of the experience, Success, Effort, and Emotion, on a 7-point scale. For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages.
  • Why don’t you weight the components (success, effort, emotion)? If we started to add weightings to the components, then it would appear as if one is more important than the others. All three elements are part of consumers’ overall experience.
  • We’re a <name the industry>, should we really worry about emotion? Yes! We get asked this for many industries, most often from health plans and TV service providers. First of all, if you’re one of those firms, I’m confident that you have an opportunity to improve across all three dimensions of customer experience. Instead of thinking about trying to reach the positive emotion ratings of other industries, it might be good to eliminate some of the negative emotions you deliver.
  • Isn’t it unfair to rate our company with retailers and supermarkets, since our interactions are more complicated? No! Consumers develop their expectations for customer experience based on their interactions with a large variety of companies across many industries. The Temkin Experience Ratings provides an opportunity to compare companies’ customer experience with their industry peers as well as with companies from other industries.
  • Why do TV service providers, Internet service providers, and health plans get such low ratings? There are some industries that have habitually poor customer experience. In many of the cases, these problem stems from some form of monopolistic power. TV service providers and Internet service providers have carved out regions and have limited competition, while health plans have created monopolies for employees through their contracts with employers. The good news: In most of these cases, these monopoly powers are being challenged by structural changes and new competitors.
  • How can I get data from previous years? You can download our free report for each year of the Temkin Experience Ratings. Here are links to the 2011, 2012, 2013, 2014, and 2015 ratings. You can also see all of the data at the Temkin Ratings website, and there are links to previous years ratings as well. You can also purchase the datasets for each year if you want to see more of the details.

PetSmart and Amazon Lead Retailers in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

PetSmart and Amazon.com tied for the top spot, each scoring 82%, which put them both in 4th place overall out of 293 companies across 20 industries. Walgreens came in a close third with a rating of 81% and a ranking of 8th, while Bed Bath & Beyond, Lowe’s, and Costco all earned 79% and tied for 19th place overall.

At the other end of the spectrum, RadioShack was at the bottom of the list for the fifth straight year, earning a rating of 63%. Six other retailers earned Temkin Experience Ratings below 70%: Sears, Gap, Best Buy, GameStop, Kmart, and Foot Locker.

Here are some additional findings:

  • Retail was one of only five industries to improve its ratings between the 2014 and 2015. The industry average for retailers increased by 1.7 percentage-points.
  • Foot Locker (+7 points), Dollar General (+6 points), Walgreens (+5 points), and the Bed Bath & Beyond (+5 points) improved the most between 2014 and 2015.
  • Overall, the retail industry averaged a 74% rating in the 2015 Temkin Experience Ratings and came in 3rd place out of 20 industries. It was also one of only five industries to improve its rating over the past year, increasing its average by 1.7 percentage points.
  • True Value (-6 points), Sam’s Club (-5 points), and Best Buy (-5 points) declined the most between 2014 and 2015.

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Chick-fil-A and Papa John’s Lead Fast Food in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Chick-fil-A took the top spot for the fourth year in a row, earning a rating of 82%, which put it in 4th place out of 293 companies across 20 industries. Papa John’s—a newcomer to the Ratings—came in second with a rating of 81% and an overall ranking of 8th. Four other fast food chains earned an “excellent” rating: Dairy Queen, Panera Bread, Subway, and Sonic Drive-In. The only fast food company not to receive at least a “good” score was Jack in the Box, who received a rating of 67% and placed 128th overall.

Overall, the fast food industry averaged a 76% rating in the 2015 Temkin Experience Ratings and came in 2nd place out of 20 industries. It was also one of the 14 industries whose ratings declined in the past year, with its average decreasing by 2.0 percentage-points.

Here are some additional findings:

  • The ratings of all fast food chains in the Ratings are as follows: Chick-fil-A (82%), Papa John’s (81%), Dairy Queen (80%), Panera Bread (80%), Subway (80%), Sonic Drive-In (80%), Dunkin’ Donuts (78%), Pizza Hut (78%), Popeye’s (78%), Taco Bell (78%), Starbucks (77%), Chipotle Mexican Grill (77%), Wendy’s (77%), Arby’s (76%), Little Caesar’s (75%), Domino’s (74%), Panda Express (74%), KFC (74%), Burger King (73%), Hardees (72%), McDonalds (72%), and Jack in the Box (67%).
  • Dunkin’ Donuts (+2 points) and Taco Bell (+1 point) were the only fast food companies to improve their ratings between 2014 and 2015.
  • Jack in the Box (-9 points), Burger King (-7 points), Little Caesar’s (-5 points), and Domino’s (-5 points) declined by the most percentage-points between 2014 and 2015.

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Publix, Aldi, and H-E-B Lead Supermarkets in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

here are some highlights from the supermarket chains in the ratings:

  • Of the 20 industries we evaluated in the 2015 Temkin Experience Ratings, supermarket chains earned the highest overall score, with an average rating of 79% and took five of the top ten spots.
  • The average industry score for the effort component dropped from 85% in 2014 to 84% in 2015, while the average score for the emotion component dropped from 69% to 68%. The average industry score for success remained steady at 84%, which it has stayed at since 2013. Overall, the industry average for supermarkets remained about the same between 2014 and 2015.
  • With a rating of 85%, Publix was the highest-rated supermarket chain and the highest rated company overall, ranking 1st out of the 293 companies we evaluated and improving its score by two percentage-points from last year. Next on the list are Aldi and H-E-B (84%) tied for second place overall, Trader Joe’s placing in 4th with 82%, and Hannaford’s placing in 8th with 81%.
  • Bi-Lo was the lowest-rated supermarket, scoring 66% overall, and also received the lowest score for each of the three components. Bi-Lo scored 11.2 percentage-points below average for success, 14 points below for effort, and 12.1 points below for emotion.
  • Of the 13 supermarket chains that we evaluated in both 2014 and 2015, seven of them improved their scores over the past year. Hy-Vee, Whole Foods, and Giant Eagle increased their scores the most, each going up by 3 percentage-points in the last year.
  • H-E-B’s—last year’s overall winner in the Ratings—score decline the most in the industry, going down from 88% in 2014 to 84% in 2015.

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UPS Leads Parcel Delivery Services in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here are some highlights from the parcel delivery services results between 2012 and 2015:

  • Despite a very slight decline in their average ratings—down from 73.2% in 2014 to 72.9% in 2015—parcel delivery services have the fourth highest average rating of all the industries we evaluated in the 2015 Temkin Experience Ratings. It is also only one of five industries with an average rating of “good.”
  • Although it dropped by one percentage-point over the last year, UPS remains the top-rated parcel delivery company, with a rating of 74% and a rank of 60th overall out of 293 companies. UPS only narrowly beat out the U.S. Postal Service and FedEx, both of whom scored 73% and placed 76th.
  • DHL increased its rating more than any other parcel delivery company, improving its score by 10 percentage-points between 2014 and 2015. However, DHL was still the bottom rated company in this industry, with a rating of 63% an overall rank of 168th.
  • Since 2014, DHL improved its emotion score by 16 percentage-points, the biggest increase for any parcel delivery company in any individual component score, while FedEx decreased its effort score by three percentage-points, the biggest decline for any parcel delivery company in any individual component score.
  • Although the industry’s average for both success and effort dropped by one percentage-point this year—down to 80% and 77% respectively—the parcel delivery industry actually improved its emotion score, going up from 61% in 2014 to 62% in 2015.
  • Despite being below the industry average for both its emotion and effort rating, U.S. Postal Service actually scored 1.1 percentage-points above the average for success.
  • UPS was the only company in the parcel delivery industry that scored above the industry average for all three of the components: 0.5 percentage-points above industry average for success, 1.4 points for effort, and 1.6 points for emotion.

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Lexus and Toyota Lead Auto Dealers in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here are some highlights from the auto dealer results between 2012 and 2015:

  • Auto dealers’ average rating dropped from 66.3% in 2014 to 63.7% in 2015, the lowest score they’ve had since 2012. This is also the first year that the industry average has declined for auto dealers.
  • Despite dropping one percentage-point from last year, Lexus is still the highest-rated auto dealer, with a score of 73%. Lexus also boasts the highest score in the emotion component, as its 70% rating is 12.6 percentage-points above industry average. Toyota dealers were close behind at 71%, but dropped 3 points from last year.
  • Subaru not only experienced the sharpest decline of any auto dealer, but it actually experiences the sharpest decline of any company in the Ratings. Between 2014 and 2015, Subaru’s rating dropped 16 percentage-points, from 73% down to 57% over the past year.
  • Audi received the lowest rating of any auto dealer, scoring 53% and coming in 261st place out of 293 companies.
  • Auto dealer’s ratings decreased more dramatically than any other industry’s. Of the five companies in the entire Ratings whose scores declined the most between 2014 and 2015, three of the companies are auto dealers. Subaru’s rating went down by 16 percentage-points, Buick’s went down by 12 percentage-points, and Audi’s went down by 11 percentage-points. At the other end of the spectrum, Dodge saw one of the largest score increases over the past year, going up 8 percentage points between 2014 and 2015.
  • Of the twenty auto dealers that we evaluated both in 2014 and in 2015, only five improved their scores over the past year: Dodge (+8 points), Chrysler (+4 points), Nissan (+3 points), Kia (+3 points), and Honda (+2 points).

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Samsung Leads Major Appliances in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here are some highlights from the major appliances results between 2012 and 2015:

  • The average rating for the appliance industry dropped from 60.7% to 60.1%, putting it right on the cusp between delivering “okay” customer experience (over 60%) and “poor” customer experience (below 60%).
  • Samsung earned the highest rating in the major appliances industry, scoring 65%, which put it in 151st place overall. Samsung improved its rating by four percentage-points over the last year.
  • Fujitsu experienced one of the most dramatic declines in the entire Ratings, dropping 11 percentage-points between 2014 and 2015. This drop left Fujitsu with a rating of 45%, putting it in 289th place out of 293 companies.
  • Fujitsi scored the lowest below the industry average for both the success and effort component, coming in 14.9 percentage-points below average for success and 19.3 below average for effort. Hitachi, meanwhile, scored the lowest below the industry average for the emotion component, coming in 14.5 percentage-points below the industry average.
  • Of the nine major appliance companies that we looked at both last year and this year, only three improved their scores. Samsung and Haier both increased by four percentage-points, while Electrolux raised its score by 1 percentage-point.
  • The industry average for the success and the effort score stayed the same from last year, both holding steady at 63%, but the average score for the emotion component dropped from 56% in 2014 to 55% in 2015. This makes sense as Samsung and Whirlpool were the only two companies to improve their emotion score, each going up one point from last year, while Fujitsu and Hitachi’s scores both dropped by 12 percentage points.

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TriCare and Kaiser Permanente Lead Health Plans in Customer Experience

We recently released the 2015 Temkin Experience Ratings which ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Overall, health plans averaged a 54% rating and placed 18th out of 20 industries.

TriCare took the top spot with a rating of 67%, placing it 128th overall out of 293 companies across 20 industries. Kaiser Permanente came in second with a rating of 66% and an overall ranking of 136th. TriCare and Kaiser Permanente have been jockeying for the highest score since the Ratings began in 2011, with TriCare earning the top spot in 2011, 2013, and 2015, while Kaiser Permanente came in first in 2012 and 2014.

At the other end of the spectrum, Coventry Health Care was both the lowest-scoring health plan, and the lowest scoring company we evaluated in the entire Ratings. Coventry Health Care scored 39%, making it the lowest-ranked company for the second year in a row.

Here are some other highlights:

  • The average rating for the health plan industry dropped from 56% in 2014 to 54% in 2015—the first time that this industry’s average declined.
  • Of the twelve health plans that we looked at in both 2014 and 2015, Medicaid and TriCare were the only two to increase their scores over the last year. Medicaid’s rating went up by six percentage-points, while TriCare’s increased by five percentage-points.
  • Although it scored below the industry averages for both effort and success, Health Net scored 1.7 points higher than the industry average for emotion, the overall lowest scoring component in the Ratings.
  • The average rating of each of the three components dropped over the past year, but while success and effort each only dropped by one percentage-point, emotion dropped by three percentage-points. This is the first year since the Ratings began that the average score of any of the three components decreased.

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USAA and State Farm Lead Insurance Industry in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

USAA has maintained its position as the top-rated insurer for the fifth year in a row, earning a 75% rating and ranking 52nd out of 293 companies across 20 industries. This is also State Farm’s fourth straight year in second place, and this year it earned a 71% rating and placed 100th overall.

At the other end of the spectrum, 21st Century was the lowest-rated insurance carrier for the fifth year in a row, scoring 51% and placing 270th overall. Amica—a newcomer to the Ratings—received the second-lowest score in the insurance industry with a rating of 52% and an overall ranking of 264th.

Here are some additional findings:

  • The top- and bottom-rated insurers have stayed relatively steady over the history of the Ratings. For the past five years, USAA has earned the top spot while State Farm has consistently come in a close second. 21st Century has spent the last four years as the lowest-rated insurance carrier.
  • Of the fourteen insurers that we evaluated in both 2014 and 2015, American Family increased its score the most, going up five percentage-points from last year. Progressive is the only other insurer whose rating increased between 2014 and 2015, while GEICO’s score stayed the same and the eleven other insurers’ ratings declined.
  • USAA’s effort rating declined more than any other insurer’s in the past year, dropping from 86% in 2014 to 77% in 2015. Progressive’s effort rating, on the other hand, increased the most, going up from 71% in 2014 to 76% in 2015.
  • MetLife and AAA’s emotion ratings declined the most in the past year, each dropping by seven percentage-points, while American Family’s emotion rating increased the most of any insurer’s, going up from 46% in 2014 to 50% in 2015.
  • The industry average declined in all three TxR component scores, down one percentage-point in success to 71%, two percentage-points in effort to 71%, and two percentage-points in emotion to 55%.

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Georgia Power and SoCalGas Lead Utilities in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

This is the first year that utilities have been included in the Ratings. Overall, the utilities industry averaged a 62% rating in the 2015 Temkin Experience Ratings, coming in 13th place out of 20 industries.

Georgia Power and Southern California Gas Company tied for the top spot out of 12 utilities in the Ratings, each scoring 74%, which put them both in 60th place overall out of 293 companies across 20 industries. At the other end of the spectrum, Con Edison of NY was the lowest-rated utility company, with a score of 47% and a rank of 281st.

Here are other highlights:

  • Only five companies—Southern California Gas Company, Georgia Power, Florida Power & Light, Southern California Edison, and PSE&G—scored above the industry average in all three TxR component categories.
  • Dominion Virginia Power, DTE Energy Electric Company, and Commonwealth Edison all scored above the industry average for both success and effort, but below industry average for emotion.
  • Georgia Power scored 16.9 percentage-points higher than the industry average in emotion, the biggest difference between the industry average and a company score for any of the components.

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Amazon Kindle Leads Computers and Tablets in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Amazon (Kindle) and Apple deliver the best customer experience in the computer and tablet industry, according to the 2015 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers. Amazon took the top spot with a rating of 76%, placing it 41st overall out of 293 companies. Apple came in second with a rating of 68% and an overall ranking of 119th.

While the Temkin Experience Ratings have included computer makers for five years, it added tablets to this category in 2015. Amazon’s Kindle—a newcomer to the Ratings—unseated Apple as the highest-scoring computer and tablet maker, a position Apple had held for the previous three years.

At the other end of the spectrum, Lenovo and Asus tied for the lowest-rated computer and tablet maker, each with a rating of 55% and an overall ranking of 245th. Lenovo dropped six percentage-points from 2014, while this is the first year that Asus has been included in the Ratings.

Overall, the computer & tablet industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 11th place out of 20 industries. It was also one of only 5 industries to improve its rating over the past year, increasing its average by 1.2 percentage points.

Here are some additional findings:

  • The ratings of all computer makers in the 2015 Temkin Experience Ratings are as follows: Amazon (76%), Apple (68%), Hewlett-Packard (64%), Barnes & Noble (60%), Toshiba (60%), Sony (60%), Acer (57%), Dell (57%), Lenovo (55%), and Asus (55%).
  • Sony (+5 points) and Apple (+1 point) were the only companies in this industry to improve their ratings between 2014 and 2015.
  • Lenovo (-6 points), Acer (-4 points), and Dell (-2 points) declined by the most percentage-points between 2014 and 2015.

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Apple and Google Lead Software Industry in Customer Experience

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers.

Here are some highlights from the Ratings for software firms:

  • Apple and Google tied for the highest score in the software industry, each scoring 66% and ranking 136th overall. Apple’s score declined by two percentage-points from last year, while Google’s increased by one point.
  • Blackboard dropped seven points between 2014 and 2015—from 54% last year to 47% this year—making it the lowest ranked software company for the second year in a row. It was also the only software company to score a “very poor” rating.
  • Blackboard received the lowest TxR component ratings in all three categories, falling more than 10 percentage-points below the industry average in each one. It fell 10.2 points below industry average in success, 14.5 points below industry average in effort, and 14.1 points below industry average in emotion.
  • The average rating for software firms dropped 2.4 percentage-points in the last year, down from 63% in 2014 to 60% in 2015.
  • In addition to the overall rating, the average score of each component decreased between 2014 and 2015. In 2014 the industry average for success was 68%, now it is 66%. Likewise, the average score for effort dropped from 65% to 63%, and the average score for emotion dropped from 55% to 53%.
  • Apple earned the highest score for both the success and emotion components, scoring 72% and 60% respectively. Google, meanwhile, scored the highest for the effort component with 70%.
  • Google and Intuit were the only two software firms to have increased their score over the past year; however, each only improved by one percentage-point. Google went from 65% to 66% over the past year, and Intuit went from 63% to 64%.
  • Although Activision fell below the industry average for both the success and effort component, it scored 2.4 percentage-points higher than the industry average for the emotion component. Sony, on the other hand, scored above industry average for both effort and emotion, but scored 2.9 percentage-points below average for the success component.

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