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Report: 2015 Temkin Experience Ratings of Tech Vendors

Experience Matters

This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings. We surveyed 800 IT decision makers from large companies on the success, effort, and emotion components of their experiences with these IT providers. It is the also the highest level over the four years of the study.

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Samsung Leads Major Appliances in Customer Experience

Experience Matters

Here are some highlights from the major appliances results between 2012 and 2015: The average rating for the appliance industry dropped from 60.7% Samsung earned the highest rating in the major appliances industry, scoring 65%, which put it in 151 st place overall. below average for effort.

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UPS Leads Parcel Delivery Services in Customer Experience

Experience Matters

Here are some highlights from the parcel delivery services results between 2012 and 2015: Despite a very slight decline in their average ratings—down from 73.2% Postal Service and FedEx , both of whom scored 73% and placed 76 th. Despite being below the industry average for both its emotion and effort rating, U.S.

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What Do Companies With Low Net Promoter Score Have in Common?

Retently

Since not all NPS® data is public, and most brands aren’t eager to publish their low Net Promoter Score, we’ve taken several steps to find reliable customer satisfaction data that we can use to compare brands: Whenever possible, we’ve sourced data from various NPS benchmarks to gain a picture of the general NPS range within an industry.

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Alamo and Enterprise Lead Rental Cars in Customer Experience

Experience Matters

Here are some highlights from the rental car industry: Although down from its peak of 61% in 2012, rental car agencies saw a slight increase in their average experience ratings, from 59.3% Overall, scores in this industry ranged from “very poor” to just “okay.” in 2014 to 60.0% Alamo claimed the top spot and continued its upward trend.

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TriCare and Kaiser Permanente Lead Health Plans in Customer Experience

Experience Matters

TriCare and Kaiser Permanente have been jockeying for the highest score since the Ratings began in 2011, with TriCare earning the top spot in 2011, 2013, and 2015, while Kaiser Permanente came in first in 2012 and 2014. Coventry Health Care scored 39%, making it the lowest-ranked company for the second year in a row.

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Virgin Mobile Leads Wireless Carriers in Customer Experience

Experience Matters

Here are some highlights from the wireless carriers’ results: Virgin Mobile earned the highest rating in the industry with a score of 67%, which put it in 128 th place overall. With a score of 55%, Sprint is the lowest-rated wireless carrier for the first time since we began evaluating this industry in 2011.

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