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.
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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:
(NOTE: We have published posts on the detailed results for all 19 industries)
In this year’s ratings, 37% of companies earned “good” or “excellent” scores, while 28% are rated as “poor” or ”very poor.” Companies with at least a “good” rating grew by nine-percentage points since 2012 and by 21-points since 2011. Of the 203 companies that are included in both the 2012 and 2013 Temkin Experience Ratings, 57% firms had at least a modest increase. The companies that made the largest improvement over 2012 are Citibank, TriCare, TD Ameritrade, Office Depot, EarthLink, Hardees, and Regions Bank.
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Do you want to see all of the data? You can purchase an excel spreadsheet for $395…
To view all of our ratings (experience, loyalty, trust, forgiveness, customer service, and web experience), visit the Temkin Ratings website…
The bottom line: Customer experience is improving, but there’s still a long way to go