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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.

Metrics 275
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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.

Report 251
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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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Capitalizing on the Voice of the Customer (Infographic)

Experience Matters

Voice of the customer programs are a cornerstone for most customer experience efforts. 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.

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Can I Get Some CX With That Big Mac?

Experience Matters

McDonald’s recently announced the appointment of its first VP Customer Officer , Fred Ehle. 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 Customer experience Fred Ehle McDonalds'

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Data Snapshot: Customer Experience Expectations and Plans for 2015

Experience Matters

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. Download report for $195.

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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.