Experience Matters

DECEMBER 30, 2014

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.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Experience Matters

APRIL 16, 2015

consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' The bottom line: Mobile use continues to rise.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

SEPTEMBER 16, 2015

this year, almost reaching the level from our initial study in 2012. The research also includes data for Purchase Momentum (how much customers are planning to buy), Temkin Forgiveness Ratings (likelihood of customers to forgive after a bad experience), and Temkin Innovation Equity Quotient (likelihood of customer to try a new offering).

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

DECEMBER 22, 2015

Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

MAY 5, 2015

consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, and January 2014. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Social Media 120

Social Media Data Groups Analysis 120