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.

Temkin Experience Ratings Industry Snapshot: Insurance

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 in the insurance industry, according to 8th annual Temkin Experience Ratings of 318 companies.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.

You can download the free report or purchase the dataset.

USAA earns top customer experience (CX) score in the insurance industry, according to 8th annual Temkin Experience Ratings of 318 companies. USAA earns top customer experience (CX) score in the insurance industry, according to 8th annual Temkin Experience Ratings of 318 companies.

Temkin Experience Ratings Industry Snapshot: Airlines

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.

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

You can download the free report or purchase the dataset.

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

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

Temkin Experience Ratings Industry Snapshot: Hotels

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.

Holiday Inn and Marriott earn the top customer experience (CX) score for hotels, according to 8th annual Temkin Experience Ratings of 318 companies.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.

You can download the free report or purchase the dataset.

Holiday Inn Express and Marriott earn the top customer experience (CX) score for hotels, according to 8th annual Temkin Experience Ratings of 318 companies. Holiday Inn Express and Marriott earn the top customer experience (CX) score for hotels, according to 8th annual Temkin Experience Ratings of 318 companies.

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.

Purchase dataset for $295+
(see sample spreadsheet)2017 Temkin group online ratingsOnline ratings by industry online ratings industry leaders and laggards

Purchase dataset for $295+
(see sample spreadsheet)buy the online ratings report

2017 Temkin Emotion Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Emotion Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) and 157 in the UK (see UK companies). You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

As you can see in the charts below:

  • Three supermarkets—Amazon Fresh, Publix, and H-E-B—are on the top in the U.S. Temkin Emotion Ratings, while three TV/Internet service providers—Comcast, Time Warner, and Cox Communications—are on the bottom.
  • Domino’s, Costa Coffee, and M&S Food are on the top in the UK Temkin Emotion Ratings, while Audi, BMW, and Flybe are on the bottom.
  • Supermarkets and fast food earn the highest industry averages in the Temkin Emotion Ratings in both the U.S. and UK. TV/Internet service provides and health plans are the lowest in the U.S., while airlines and rental cars are the lowest in the UK.

temkin emotion ratings

temkin emotion rating industry averages

Access the full Temkin Emotion Ratings datasets as part of the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

2017 Temkin Effort Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) and 157 in the UK (see UK companies). You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

As you can see in the charts below:

  • Supermarkets earned the highest average scores in both the U.S. and UK.
  • In the U.S., TV/Internet service providers and health plans earn the lowest ratings (58%), but they are still much higher than the lowest UK industry, rental cars & transport (35%).
  • Publix (91%), QVC (90%), and Hardees (90%) are on the top of the U.S. ratings. HealthNet (41%), Medicaid (44%), and Blue Shield of CA (49%) are on the bottom.
  • Co-op (89%), Waitross (89%), Lidl (87%), and Marks & Spencer (87%) are on the top of the UK ratings. Audi (-5%), BMW (11%), and Flybe (13%) are on the bottom.

2017 Temkin Effort Ratings

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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)

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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.

Purchase dataset for $295+
(see sample spreadsheet)buy temkin customer service ratings

Temkin Group Customer Service Ratings

Highlights of the 2017 Temkin Customer Service Ratings include: Read More …