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.

Congratulations to Whirlpool for earning the top customer experience score across TV & appliance makers.

You can download the free report or purchase the […] Continue Reading…

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.

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

You can download the free […] Continue Reading…

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.

Congratulations to Wegmans for earning the best customer experience score in the supermarket industry.

This year, supermarkets earned some of the highest scores in […] Continue Reading…

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.

Congratulations to Georgia Power and Florida Power & Light for earning the top customer experience score in the utilities industry.

Of the 20 […] Continue Reading…

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.

Congratulations to Citizens Bank and credit unions for earning the best customer experience scores in the banking industry.

Of the 15 banks […] Continue Reading…

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.

Congratulations to USAA for earning the best customer experience score in the credit card industry.

Of the 11 credit card issuers included in […] Continue Reading…

Winners: 2018 CX Vendor Excellence Awards

Congratulations!
Temkin Group announces the winners of its 2018 Customer Experience Vendor Excellence Awards:
Clicktale, Medallia, Qualtrics, Rant & Rave, Waypoint Group
Vendors were evaluated based on their nomination forms that included five sections: 1) company overview, 2) “make the case” for their nomination, 3) three detailed case studies, 4) future direction, and 5) three or more customer references.

Below we share the first two sections of the winners’ submissions (which have only been slightly edited, but […] Continue Reading…

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.

Congratulations to TriCare for earning the top customer experience score in the health plan industry.

Of the 14 health plans included in this […] Continue Reading…

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.

Congratulations to USAA for earning the top customer experience score in the insurance industry.

Of the 15 insurance carriers included in this […] Continue Reading…

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.

Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry.

Of the nine airlines included in this […] Continue Reading…

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.

Congratulations to Holiday Inn Express and Marriott for earning the highest customer experience scores in the hotel industry.

Out of the 20 […] Continue Reading…

Report: State of the CX Profession, 2018

We just published a Temkin Group report, State of the CX Profession, 2018. This is the fifth year that we’ve examined the roles of CX professionals and the third year that we’ve done a compensation study. Here’s the executive summary:
To understand the mindset and roles of customer experience professionals today, we surveyed 221 CX professionals and then compared their responses to similar studies we’ve conducted over the previous six years. We asked respondents […] Continue Reading…

The Future of CX at Medallia Experience

On May 15th, I’ll be speaking at Medallia’s Experience 2018 in Long Beach, CA. The content at the event is arranged into four themes: Demonstrating CX Impact, Evolving CX Programs, Driving Culture & Accountability, and Inspiring CX Innovation. These are great topics and I’m looking forward to hearing what the other speakers will be sharing.

Here’s the description of my speech, which is in the innovation track:
The Future of CX: […] Continue Reading…

Report: 2018 Temkin Experience Ratings (U.S.)

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience.

To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Here are some highlights:

Wegmans, H-E-B, Citizens, credit unions, Publix, and Subway earned the highest overall ratings, […] Continue Reading…