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Report: The State of Customer Experience Metrics, 2014

Experience Matters

We published a Temkin Group report, The State of Customer Experience Metrics, 2014. Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013.

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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics' USAA and JetBlue took the top two spots, each with an NPS of more than 60.

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Report: State of VoC Programs, 2014

Experience Matters

We just published a Temkin Group report, State of Voice of the Customer Programs, 2014. Here’s the executive summary: For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations. The bottom line: VoC programs have a lot of maturing to do.

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Capitalizing on the Voice of the Customer (Infographic)

Experience Matters

Here are links to the research referenced in the infographic: State of VoC Programs, 2014. What Happens After a Good or Bad Experience, 2014. The bottom line : Make sure to capitalize on the voice of your customers. Customer Connectedness Customer experience Voice of the customer'

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Can I Get Some CX With That Big Mac?

Experience Matters

In Temkin Group report, ROI of Customer Experience, 2014 , we found that a modest improvement in customer experience can generate an average of $437.5 The 2014 Temkin Experience Ratings of fast food chains shows that McDonald’s is tied for 16th spot out of 19 QSRs. Customer experience Fred Ehle McDonalds'

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Data Snapshot: Media Use Benchmark, 2015

Experience Matters

consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

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Report: Lessons in CX Excellence, 2015

Experience Matters

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. 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.

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