Siemens and Vizio Earn Top Customer Experience Ratings for Consumer Electronics

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. Siemens and Vizio deliver the best customer experience in the TV and major appliances category, according to the 2017 Temkin Experience Ratings. In 2017, we expanded our major appliances category to include TV manufacturers. See our FAQs about the Temkin Experience Ratings.

Whirlpool and Samsung Earn Top Customer Experience Ratings for Major Appliances

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 major appliance companies we looked at, Whirlpool earned the highest score with a rating of 60%, putting it in 153rd place overall out of 294 companies across 20 industries. This is Whirlpool’s third win in the five years since appliances were first included in the Ratings, and this year, it is the only major appliance maker to earn a score above a “poor” rating (above 60%). Samsung, meanwhile, came in Read More …

Whirlpool Leads Major Appliance Makers 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. Whirlpool is the highest-rated major appliance maker, earning a rating of 67% and placing 119th overall. Whirlpool also took the top spot in 2012. In its first year on the list, Hitachi is the lowest-rated major appliance maker, landing in 251st first with a rating of 52%. Download entire dataset for $395 Here are some additional findings from the appliances industry:

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 …

Electrolux and Samsung Lead Appliances 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 major appliances industry: The average rating for appliances places it at number 16 out of 19 industries. The industry had the largest decrease of any industry this year, with its average rating dropping from 62.5% in 2012 to 59.1% in 2013. The most highly ranked appliance firm is Electrolux, with a rating of 65% at #123 in the rankings. It considerably outperformed other firms in the the emotional component of 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 …

Report: What Happens After A Good or Bad Experience?

We just published a Temkin Group report, What Happens After A Good or Bad Experience? This large-scale consumer study uncovers negatively biased feedback and significant upside from good service recovery. Here’s the executive summary: We asked 5,000 U.S. consumers about their experiences with 179 companies across 19 industries. More than 60% who had a bad experience with a fast food chain, credit card issuer, rental car agency, or hotel cut back on their spending, and many stopped completely. But service recovery helps. For every level of improvement in how they responded to a bad experience, companies were rewarded with more sales. Unfortunately, Read More …

Report: Net Promoter Score Benchmark Study, 2012

We just published a Temkin Group report, Net Promoter Score Benchmark Study, 2012. It provides NPS data on 175 U.S. companies across 19 industries. Here’s the executive summary: USAA took the top two spots for its banking and insurance businesses while HSBC came in at the bottom for banking and credit cards. Our analysis of differences across consumer demographic segments showed that NPS tends to go up with age, doesn’t vary much by income levels, and is often highest with Asians. We also asked consumers what would make them more likely to recommend the companies and found that promoters are Read More …

2012 Temkin Web Experience Ratings

Temkin Group has just released the 2012 We introduced the Temkin Web Experience Ratings last year. The 2012 Web Experience Ratings include 159 companies from 18 industries and is based on a survey of 10,000 U.S. consumers. Congratulations to the top firms in this year’s ratings: Amazon, credit unions, USAA, PNC, Southwest Airlines, eBay, Sam’s Club, ShopRite, JCPenney, and ING Direct. Of course, not every company has earned good web experience, especially the companies at the bottom of the 2012 ratings:  Charter Communications, Humana, Qwest, Cigna, Time Warner Cable, Anthem, Road Runner, Medicare, Blue Shield of CA, and TracFone. We also  examined industry averages and found Read More …

Bosch and Whirlpool Deliver Best Experience in Appliances

This post examines the six major appliance makers included in the 2012 Temkin Experience Ratings. Bosch and Whirlpool tied for top spots in the major appliance industry, but all six companies earned “okay” ratings. Despite the tie at the top, the companies have different strength. Bosch leads in the functional component of experience, followed by GE. Whirlpool leads in the accessible component of experience followed by Bosch and LG. When it comes to the emotional component, Bosch leads, followed by LG. Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You Read More …

The Cultures Of Best Buy, Google, GE, And Semco

I just ran across an interesting blog post called Four Radically Different Cultural Models: Best Buy, Google, GE, Semco. It outlines the differences in the culture and people management across these four firms. Here’s an excerpt: General Electric: The Ruthless Meritocracy Six Sigma (with some room for bringing in new ideas). True to GE’s past, the massive company still strives for perfection through efficiency, but CEO Jeffrey Immelt is pushing innovation just as hard to make up for Six Sigma’s tendency to kill creativity. Google: The Whimsical Idea Factory (Slightly) controlled chaos. Build fantastic facilities that eliminate employees’ everyday hassles and make Read More …