Apple and Sony Earn Top Customer Experience Ratings for Software Makers

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. Apple and Sony deliver the best customer experience in the software industry, according to the 2017 Temkin Experience Ratings. See our FAQs about the Temkin Experience Ratings.

Google and Symantec Earn Top Customer Experience Ratings for Software Firms

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. Of the 10 software firms we looked at, Google earned the highest score for the second year in a row with a rating of 66%, putting it in 89th place overall out of 294 companies across 20 industries. Symantec came in a close second with a rating of 65% and a rank of 100th overall. Additionally, Symantec was the only software firm to improve its rating between 2015 and 2016, increasing by two Read More …

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 Read More …

Symantec and Apple Lead Software 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. Symantec took the top spot for the first time ever, earning a 69% rating and landing in 102nd place overall out of 268 companies across 19 industries. Apple came in a very close second with a rating of 68% and an overall rank of 109th. While Symantec ascended from its 2013 position in the middle of the group, Apple maintained its second-place rank from last year. Meanwhile, at the bottom of the list, 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 …

Congratulations to Customer Service Industry Leaders

Today is the first day of Customer Service Week, so it’s a great opportunity to once again congratulate the industry leaders in the 2013 Temkin Customer Service Ratings (60% or more is a strong score): Airlines: Alaska Airlines (67%) Appliance maker: Whirlpool, Samsung (51%) Auto dealer: Toyota (62%) Bank: USAA (75%) Computer maker: Apple (57%) Credit card issuer: USAA (63%) Fast food chain: Chick-fil-A (70%) Grocery chain: Hy-Vee, Trader Joe’s (69%) Health plan: Kaiser Permanente, TriCare (59%) Hotel chain: Marriott (65%) Insurance carrier: USAA (76%) Internet service: AOL (47%) Investment firm: Charles Schwab (71%) Parcel delivery: FedEx (58%) Rental car agency: Advantage (68%) Retailer: Ace Hardware (71%) Software firm: Blackboard (56%) TV service: Bright House Networks (46%) Wireless carrier: Virgin Mobile (46%) I 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 …

Google and Apple Lead Software 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 software industry: The software industry, on average, comes 11th out of 19 industries we studied. We did not study software firms in previous years. The top software firm, Google, earned a score of 67%, high in the “okay” range. The lowest-ranked software firm, McAfee, earned a 54%. McAfee earned the lowest score across all three underlying components, functional, accessible and emotional. Symantec earned the top spot  in the 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 …