Sam’s Club and Amazon.com Lead Retail Industry 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. Sam’s Club and Amazon.com continue their reign as the highest-rated retailers for the third straight year, each earning an “excellent” rating. Sam’s Club narrowly beat out Amazon.com for the top spot, receiving an 81% rating and an overall rank of 8th out of 268 companies across 19 industries. With ratings of 79% each, Costco, PetSmart, Ace Hardware, and BJ’s Wholesale Club also earned high marks from customers. At the other end of the 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 …

Sam’s Club and Amazon.com Lead Retail Industry 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 retail industry: The average industry rating increased from 71% in 2012 to 74% in 2013. Sixteen of the 24 retailers that were in both the 2012 and 2013 ratings showed improvement. Three of the top 10 companies across all industries are retailers: Amazon.com and Sam’s Club (tied for #5 overall), and Ace Hardware (#7 overall). Sam’s Club was the leader in 2012 Temkin Experience Ratings and Amazon.com led in Read More …

Report: 2013 Temkin Experience Ratings

We published the 2013 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 246 organizations across 19 industries. Congratulations to the top firms in this year’s ratings: Publix, Trader Joe’s, Aldi, Chick-fil-A, Amazon.com, and Sam’s Club. Download report for FREE You can also download the data for $395. The Temkin Experience Ratings are based on evaluating three elements of experience: Functional: How well do experiences meet customers’ needs? Accessible: How easy is it for customers to do what they want to do? Emotional: How do customers feel about the experiences? Here are the top and bottom companies in the ratings: Here’s how the industries Read More …