Charles Schwab and Fidelity Investments Earn Top Customer Experience Ratings for Investment Firms

We recently 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. Charles Schwab and Fidelity Investments deliver the best customer experience in the investment industry, according to the 2017 Temkin Experience Ratings. The entire industry saw a sharp improvement over last year. See our FAQs about the Temkin Experience Ratings.

Kaiser Permanente and Humana Earn Top Customer Experience Ratings for Health Plans

We recently 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. Kaiser Permanente and Humana deliver the best customer experience in the health plan industry, according to the 2017 Temkin Experience Ratings. For the second year in a row, Kaiser Permanente took the top spot out of the 14 health plans included in this year’s ratings, earning a score of 67% and coming in 206th place overall out of 331 companies across 20 industries. Humana came in a close second with a score of 65% Read More …

Report: Lessons in CX Excellence, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we named five organizations the winners of Temkin Group’s 2016 Customer Experience Excellence Award – Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA. This report highlights specific examples of how these companies’ customer experience Read More …

Kaiser Permanente and TriCare Earn Top Customer Experience Ratings for Health Plans

We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Kaiser Permanente and TriCare deliver the best customer experience of any health plan, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers. Of the 16 health plans we looked at, Kaiser Permanente earned the highest score with a rating of 57%, placing it 182nd overall out of 294 companies across 20 industries. TriCare came in second in the industry with Read More …

Report: Lessons in CX Excellence, 2016

We just published a Temkin Group report, Lessons in CX Excellence, 2016. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2015 Customer Experience Excellence Award. The finalists for 2015 are EMC Global Services, Hagerty, InMoment, Safelite AutoGlass, SunPower, The Results Companies, Verint, and Wheaton | Bekins. This report provides specific examples describing how Read More …

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 Read More …

Report: Lessons in CX Excellence, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. Finalists are Activision Customer Care, Aetna, Crowe Horwath LLP, Dell Inc., EMC Corporation, Texas NICUSA, The Results Companies, and TouchPoint Support Services. This report provides specific examples of how Read More …

Kaiser Permanente and Humana Lead Health Plans in 2014 Temkin Experience Ratings

We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers. Kaiser Permanente earned the top spot with a 68% rating, positioning the company in 109th place overall out of 268 organizations across 19 industries. Humana, meanwhile, earned a rating of 63% and placed 160th overall. While Kaiser Permanente consistently ranks near the top of the list—even taking first place in 2012—this year, Humana ascended from the middle of the pack to the top, improving its rating by an astonishing 12 percentage points. At Read More …

Report: What Happens After a Good or Bad Experience, 2014

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2014. The report, which includes 19 data charts, examines which companies and industries provide the most bad experiences, what impact those experiences have on spending, and how the negative impacts of bad experiences can be mitigated by good service recovery. The report also examines how consumers share their good and bad experiences with companies as well as with other people. Here’s the executive summary: To understand the effect of good and bad experiences, we asked 10,000 U.S. consumers about their recent interactions with 268 companies Read More …

USAA On Top of 2013 Temkin Customer Service Ratings

We just released the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for $295 Company Results Here are some company highlights: USAA earned the top two spots for its insurance and banking businesses. Other companies at the top of the ratings are credit unions, Ace Hardware, Charles Schwab, Dollar Tree, Chick-fil-A, Sonic Drive-In, Hy-Vee, Costco, Trader Joe’s, Advantage, Publix, and H.E.B. TV service providers and Internet service providers earned nine out of bottom 10 spots in the ratings. For the second straight year, Charter Communications took the bottom spot. The rest of the firms Read More …

Amazon and USAA On Top of 2013 Temkin Web Experience Ratings

We just released the third annual Temkin Web Experience Ratings of 211 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for $295 Company Results Here are some company highlights: For the third straight year, Amazon.com topped the Temkin Web Experience Ratings while USAA took the next two spots for its bank and insurance businesses. Other companies at the top of the ratings are Regions, U.S. Bank, eBay, Advantage Rent A Car, credit unions, and QVC. At the other end of the spectrum, MSN, Health Net, EarthLink, and Cablevision earned the lowest ratings. Only 6% of companies earned “strong” or “very strong” ratings, while 63% earned Read More …

USAA On Top (Again) in 2013 Temkin Trust Ratings

We just released the third annual Temkin Trust Ratings of 246 companies across 19 industries (see full list). Download entire dataset for $295 Company Results For the third straight year, USAA‘s insurance business earned the top ranking in the Temkin Trust Ratings. Here are additional highlights: Two of USAA’s business areas —insurance and banking—topped the list of companies. USAA’s credit card business also ranked sixth. The other companies in the top 10 of the ratings are credit unions, Publix, H.E.B., Amazon.com, Trader Joe’s, Charles Schwab, and Sam’s Club. HSBC earned two of the bottom three spots for its credit card and banking businesses. TV service providers Read More …

Advantage Rent A Car and USAA Lead in 2013 Temkin Forgiveness Ratings

All companies, even customer experience leaders, make mistakes. But how much goodwill have companies built up for consumers to forgive them after those miscues? To answer this question, Temkin Group surveyed 10,000 U.S. consumers about companies with whom they’ve recently interacted. We used this data for the third annual Temkin Forgiveness Ratings of 246 companies across 19 industries. Download entire dataset for $295 Company Results Here are the highlights of the 246 companies in the 2013 Temkin Forgiveness Ratings: Advantage earns top spot. With an excellent score of 61%, Advantage earned the highest rating. USAA dominates forgiveness. USAA grabbed the next Read More …

TriCare and Kaiser Permanente Lead Health Plans in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the health insurance industry: The health plan industry has the second-lowest average rating. The average score was 55%, tied with Internet service providers. (The lowest-ranked industry was TV service providers.) The industry has been steadily improving over the last three years, from an average rating of 50.3% in 2011 to 54.8% this year. The highest-ranked health plan, TriCare, is #78 across all industries in the ratings.  The plan’s rating Read More …

Companies Don’t Earn The Loyalty Their CX Deserves

Our report The ROI of Customer Experience shows that customer experience is highly correlated to loyalty. The research analyzed the relationship between Temkin Loyalty Ratings and Temkin Experience Ratings (TER) for 206 U.S. companies. After analyzing the connection between these ratings, we found that some companies seem to have higher loyalty levels than they seem to deserve based on their customer experience while others have lower loyalty levels. Using that dataset, I compared actual loyalty levels with projected loyalty levels. How? By plugging each company’s experience rating into our regression model to identify what their loyalty rating should be (normalized Read More …