Report: 2015 Temkin Experience Ratings

Experience Matters

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. Here’s the executive summary: 2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. Between 2014 and 2015, only five industries improved and 14 declined. Do you want to see all of the data from the 2015 Temkin Experience Ratings?

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USAA Tops 2015 Temkin Customer Service Ratings

Experience Matters

For the third straight year, USAA took the top spot in the 2015 Temkin Customer Service Ratings , which uses feedback from 10,000 U.S. Here are some more highlights from the 2015 Temkin Customer Service Ratin gs: Supermarkets, retailers, and banks, as an industry, earned average ratings of “strong” while TV service providers and Internet service providers earned an average rating of “very weak.”. Six industries improved between 2014 and 2015, while 13 declined.

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2015 Temkin Ratings: Benchmarking Consumer Relationships

Experience Matters

In 2015, we examined 200+ companies across 20 industries based on a survey of 10,000 U.S. Here are my posts that summarize the results for all of the 2015 Temkin Ratings: 2015 Temkin Experience Ratings (and 20 industry snapshots ). 2015 Temkin Forgiveness Ratings. 2015 Temkin Trust Ratings. 2015 Temkin Customer Service Ratings. 2015 Temkin Web Experience Ratings. 2015 Temkin Ratings Customer experience

2015 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. 2015 Temkin Ratings Customer experience consumers. Here’s a link to FAQ’s about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries over the five years of the Ratings. You can see links to all of those industry snapshots below: > Airlines. >

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

1 Thomson Reuters Cost of Compliance Survey, 2015 5. If Artificial Intelligence (AI) for the overall business is a red hot. topic in C-suites, AI for customer engagement is white hot. wonder professionals, who had removed AI from their resumes, are. scrambling to add it back in!

USAA Tops 2015 Temkin Forgiveness Ratings

Experience Matters

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. Here are some more highlights from the 2015 Temkin Forgiveness Ratings: With a score of 47%, supermarket chains were the only industry to earn a “very strong” average Forgiveness Rating and outpaced its nearest competition by six percentage-points. US Cellular improved its Forgiveness Rating by more than any other company between 2014 and 2015, increasing its score by 29 percentage-points.

H-E-B Earns Top Spot in 2015 Temkin Emotion Ratings

Experience Matters

Congratulations to H-E-B , Publix , Chick-fil-A, Trader Joe’s, USAA, Aldi , Hy-Vee , PetSmart , Dairy Queen , Walgreens , and Amazon.com for earning the top scores in the 2015 Temkin Emotion Ratings. Do you want to the data from the 2015 Temkin Emotion Ratings? consumers during January 2015. 2015 Temkin Ratings Customer experienceFor the previous five years, we’ve measured emotion as part of the Temkin Experience Ratings.

Report: ROI of Customer Experience, 2015

Experience Matters

We published a Temkin Group report, ROI of Customer Experience, 2015. To see the customer experience levels of all 293 companies, download to the free 2015 Temkin Experience Ratings report. This research shows that CX is highly correlated to loyalty across 20 industries. Here’s the executive summary: To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S.

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H-E-B and Credit Unions Top 2015 Temkin Trust Ratings

Experience Matters

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. H-E-B and credit unions took the top spots in the 2015 Temkin Trust Ratings , while USAA took three of the next four spots for its banking, insurance, and credit card business. With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. consumers during January 2015. 2015 Temkin Ratings Customer experience

USAA and Amazon Top 2015 Temkin Web Experience Ratings

Experience Matters

consumers, the 2015 Temkin Web Experience Ratings examine 262 companies across 20 industries ( see full list of companies (.pdf) Here are some more highlights from the 2015 Temkin Web Experience Ratin gs: Across all five years of the rating, either USAA or Amazon.com has earned the top spot. We compared the results between 2014 and 2015 and found that Dunkin’ Donuts increased the most, followed by MetroPCS , CVS , Rite Aid , Courtyard by Marriott , Aldi , and Wendy’s.

Hannaford and Publix Top 2015 Temkin Effort Ratings

Experience Matters

Congratulations to Hannaford , Publix , Aldi , Lowe’s , credit unions , PetSmart , Trader Joe’s , Amazon.com , Bed Bath & Beyond , Advance Auto Parts , and Walgreens for earning the top 10 scores in the 2015 Temkin Effort Ratings. Do you want to the data from the 2015 Temkin Effort Ratings? Comparing results from 2014 and 2015, hotels gained more than 10 points, while the next largest gainer is retailers (+2.5 consumers during January 2015.

Report: Net Promoter Score Benchmark Study, 2015

Experience Matters

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2015. HSBC ’s NPS increased by 29 points between 2014 and 2015, the largest increase of any company. Fujitsu , Highmark , Buick , and Humana had the largest decline in NPS between 2014 and 2015. This is the fourth year of this study that includes Net Promoter® Scores (NPS®) on 291 companies across 20 industries based on a study of 10,000 U.S. consumers.

2015 CX Vendor Excellence Awards

Experience Matters

Temkin Group is accepting nominations for its 2015 Customer Experience Vendor Excellence Awards. Submission are due by March 5th. Customer experience

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Nominations Open for 2015 CX Excellence Awards

Experience Matters

Submit a nomination by October 23rd for Temkin Group’s 2015 CX Excellence Award. Are you proud of your organization’s customer experience efforts? Customer experience

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Report: 2015 Temkin Loyalty Index

Experience Matters

We published a Temkin Group report, 2015 Temkin Loyalty Index. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries.

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2015 Customer Experience Excellence Winners

Experience Matters

Congratulations to winners of Temkin Group’s 2015 Customer Experience Excellence Awards : EMC Global Services , Safelite AutoGlass , and SunPower. Customer experience

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Forrester Forum 2015

MaritzCX

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies. Topics included digital CX and. View Article

Forrester Forum 2015

MaritzCX

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies. Topics included digital CX and. View Article

8 CX Trends for 2015 (The Year of the Employee)

Experience Matters

With this post, I’m declaring 2015 “ The Year of the Employee.”. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations. In 2015, we expect to see even more executives trying to build a customer-centric culture inside of their organizations.

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Report: 2015 Temkin Experience Ratings of Tech Vendors

Experience Matters

We just published a Temkin Group report 2015 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 62 large tech vendors based on a survey of 800 IT decision makers from large North American firms. Here is the executive summary of the report: The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors.

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Webinar: Lessons in CX Excellence, 2015

Experience Matters

Earlier this month, we published Lessons in CX Excellence, 2015 , which provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s a recording of a recent webinar going over highlights from the report: See listing of Temkin Group’s recorded webinars. The bottom line : Learn from award-winning CX programs. Customer experience Temkin Group Video

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Data Snapshot: Channel Preferences Benchmark, 2015

Experience Matters

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. Here’s the executive summary: In Q3 2015, we surveyed 10,000 U.S. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions.

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A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis

ijgolding

The 2015 results appear to go a step further. The opening paragraph of the 2015 analysis written by Tim Knight and David Conway states: It is a universal truth, increasingly understood, that a brand is not what a company says it is, but what its customers feel it is. This 2015 analysis of the UK shows we are moving rapidly into the second great age of branding: the era of experience branding. It is refreshing to see this stance bourne out by the 2015 results.

2015 Trends in Customer Service

Who's Your Gladys?

New realities have emerged over the past year, revealing what we can expect of customer service in 2015. Best practices Customer Service Marilyn Suttle 2015 trends Customer Service Articles customer service training customer service trends As a new year begins, before you consider how these trends apply to your business, take a minute to notice these three things: What went right in.

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Report: Economics of Net Promoter, 2015

Experience Matters

We just published a Temkin Group report, Economics of Net Promoter, 2015. Here’s the executive summary: Net Promoter ® Score (NPS ® ) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty.

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Report: Employee Engagement Competency & Maturity, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s an excerpt from one of the 20 graphics: Here are some additional highlights form the report: The percentage of companies in the top two stages of employee engagement maturity has stayed the same since last year (19%), but the percentage of companies in the lower two sages has declined from 67% in 2014 to 56% on 2015.

Report: State of the CX Profession, 2015

Experience Matters

We just published a Temkin Group report, State of the CX Profession, 2015. Web interactions and voice of the customer programs continue to be key areas of responsibility for these professionals, and respondents expect spending on and hiring for CX activities to grow in 2015, with voice of the customer software vendors enjoying the most positive momentum.

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Report: Employee Engagement Benchmark Study, 2015

Experience Matters

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. employees. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual.

Report: Lessons in CX Excellence, 2015

Experience Matters

We just published a Temkin Group report, Lessons in CX Excellence, 2015. The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience.

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Data Snapshot: Media Use Benchmark, 2015

Experience Matters

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. This is the largest jump in average usage time over all 11 areas we examined in both 2014 and 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ).

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Report: Tech Vendor NPS Benchmark, 2015 (B2B)

Experience Matters

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2015 , The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from IT decision makers in large North American organizations. in 2015—an increase of more than eight points—after two straight years of declining scores.

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Report: State of Voice of the Customer Programs, 2015

Experience Matters

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization. Here’s the executive summary: For the fifth year, Temkin Group has benchmarked the voice of the customer (VoC) programs within large organizations.

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11 Highlights From the 2015 Sloan Sports Analytics Conference

Experience Matters

This week, I attended the annual MIT Sloan Sports Analytics Conference , Once again, I really enjoyed hearing players, owners, general managers, members of the press, and experts discuss two of my favorite topics: #sports and #analytics. Here are 11 highlights from the sessions that I attended: 1) The Van Gundy family is entertaining. My highlights from last year’s conference included several memorable quotes from Stan Van Gundy (Coach of the Detroit Pistons).

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Data Snapshot: Social Media Benchmark, 2015

Experience Matters

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. in 2015, Twitter jumped the most as daily computer users increased from 13.4% in 2015. Across both computers and mobile devices, consumers between 35- and 44-years-old showed the most increase in daily social media activity between 2014 and 2015.

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. Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond.

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Webinar: CX Trends for 2015 (Year of the Employee)

Experience Matters

Earlier this month, I published Temkin Group’s CX Trends for 2015 , which labeled 2015 as “The Year of the Employee.” ” Here’s a recording of a recent webinar going over those trends: See listing of Temkin Group’s recorded webinars. The bottom line : Focus on your employees this year! Temkin Group Video

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Jacada is exhibiting at SpeechTEK 2015

Jacada

Jacada is exhibiting at SpeechTEK 2015 , August 17 – 19, 2015 at the Marriott Marquis at NYC. Find us at booth # 620 where we’ll be demonstrating our Visual IVR technology and discussing: Jacada Blog