Experience Matters

APRIL 21, 2015

We just published the 2015 Temkin Forgiveness Ratings , the fifth year of the ratings. consumers to rate the level of forgiveness earned by 293 organizations across 20 industries ( see.pdf with full list ). In total, 43% of companies that were in both the 2014 and 2015 Forgiveness Ratings improved their score by at least one point.

Insurance 120

Insurance Airlines Banking Retail 120

Experience Matters

APRIL 16, 2015

We just published a Temkin Group data snapshot, Media Use Benchmark, 2015. This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Experience Matters

AUGUST 31, 2015

We just published a Temkin Group data snapshot, Channel Preferences and Cross-Channel Activity Benchmark, 2015. The research examines consumer preferences for using different channels for completing common tasks as well as the frequency of several cross-channel interactions. see last year’s data snapshot ).

Data 120

Data Insurance Policies Groups 120

Experience Matters

APRIL 13, 2015

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' Here’s a link to FAQ’s about the Ratings. You can see the ratings of all companies on the Temkin Ratings website.

Industry 120

Industry Wireless Airlines Hotels 120

Experience Matters

JUNE 23, 2015

This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. consumers (see methodology section below). Do you want to the data from the 2015 Temkin Emotion Ratings? Methodology: The data was collected from an online survey of 10,000 U.S. consumers during January 2015.

Effort Score 120

Effort Score Airlines Hotels Insurance 120

Experience Matters

JUNE 30, 2015

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. consumers during January 2015.

Airlines 120

Airlines Hotels Banking Retail 120

Experience Matters

MARCH 24, 2015

We just published the 2015 Temkin Trust Ratings , the fifth year of the ratings. consumers to rate the level of trust that consumers have with 293 organizations across 20 industries ( see.pdf with full list ). With average 2015 Temkin Trust Ratings of 67%, supermarket chains earned the highest level of trust. population.

Airlines 120

Airlines Insurance Wireless Banking 120

Experience Matters

MAY 4, 2015

In a recent post, I published the 2015 Temkin Well-Being Index (TWI) based on a survey of 10,000 U.S. consumers in January 2015. consumers feel slightly healthier, but less financially secure than last year. The data showed that U.S. In this post, I’m examining the TWI by age and gender.

Financial 120

Financial Consumers Groups Survey 120

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

Hotels 100

Hotels Social Media Omni-Channel Trends 100

ReviewTrackers

DECEMBER 7, 2018

The relationship between Yelp and consumer behavior is obvious, and there are plenty of research infographics to back up the claim. The study asked 2,000 consumers about their purchase intent and found that 92 percent make a purchase after when they sometimes, frequently, or almost always visit Yelp. Yelp for Doctors.

Infographics 66

Infographics Consumers Study Groups 66

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. In 2015, that’s all subject to change - and rightfully so.

Chief Customer Officer 80

Chief Customer Officer Customer Centricity Retail Culture 80

Helen Dewdney

MAY 18, 2022

The fact that Ofcom reports that most complainants had to contact their provider more than once to get a resolution reflects what I regularly hear from consumers. The last time it fined a company regarding complaint handling was EE for £1m in July 2015 for complaint handling failures. Source: Ofcom. Source: Ofcom. GET THE BOOK!

Customer Satisfaction 62

Customer Satisfaction Survey Wait Times Customers 62

Alida

JUNE 23, 2016

We interviewed Sam Trimboli, consumer insights specialist at Price Chopper, to learn more about his role at the company and how he navigates the evolving retail landscape. I’m currently responsible for major consumer insights initiatives across the company, which support our corporate objectives.

Consumers 150

Consumers Retail e-support Feedback 150

Experience Matters

JANUARY 23, 2018

Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. consumers about their channel preferences when performing 12 different activities – such as selecting a life insurance policy or applying for a new credit card – and compared their responses to the results of a similar study we conducted in Q3 2016.

Report 154

Report Insurance Policies Groups 154

Experience Matters

MARCH 11, 2015

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. While the Temkin Experience Ratings have included computer makers for five years, it added tablets to this category in 2015. percentage points. percentage points.

Customer Experience 120

Customer Experience Industry Survey Consumers 120

Experience Matters

MARCH 12, 2015

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. Overall, the utilities industry averaged a 62% rating in the 2015 Temkin Experience Ratings , coming in 13 th place out of 20 industries. Georgia Power scored 16.9

Customer Experience 120

Customer Experience Effort Score Consumers Industry 120

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. The NRF projects that almost half (46%) of all holiday shopping will be done online this year, the highest percentage in the history of the NRF consumer survey, with 37.9% will rise between 6 and 8% this year. billion holiday haul. Consider this.

Self Service 40

Self Service Customer Service e-support Retail 40

Tricia Morris

OCTOBER 1, 2015

The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. But are customer service preferences and expectations? Global Similarity Highlights. Consistently satisfying service is increasingly important.

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Experience Matters

MARCH 19, 2015

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. Here are some highlights from the hotel industry: The hotel industry tied for 7th place out of the 20 industries we evaluated in the 2015 Temkin Experience Ratings.

Hotels 120

Hotels Customer Experience Effort Score Industry 120

Experience Matters

MARCH 20, 2015

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. USAA (+3 points), HSBC (+3 points), Discover (+2 points), American Express (+2 points), and Barclaycard (+1 points) all improved their ratings between 2014 and 2015.

Customer Experience 120

Customer Experience Banking Industry Customers 120

QuestionPro Audience

MARCH 14, 2018

Fueled by the rebounding housing market, spending on improvements, maintenance and repairs reached $340 billion in 2015 , up 12% from 2013. In a recent study conducted by the Consumer Reports National Research Center, almost a fifth of general contractors lacked either a state license or proper insurance, and 9% lacked both!

Tips 210

Tips Insurance Study Report 210

Experience Matters

MARCH 19, 2015

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. Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries. percentage-points.

Airlines 120

Airlines Customer Experience Industry Customers 120

Experience Matters

MARCH 20, 2015

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. The average rating of the banking industry stayed steady at 71% between 2014 and 2015.

Banking 120

Banking Customer Experience Industry Groups 120

Experience Matters

MARCH 13, 2015

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. Here are some highlights from the auto dealer results between 2012 and 2015: Auto dealers’ average rating dropped from 66.3% in 2014 to 63.7%

Customer Experience 120

Customer Experience Industry Customers Survey 120

Experience Matters

MARCH 16, 2015

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. Here are some additional findings: Retail was one of only five industries to improve its ratings between the 2014 and 2015. percentage-points. percentage points.

Retail 120

Retail Customer Experience Industry Customers 120

Experience Matters

MARCH 16, 2015

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. The average industry score for the effort component dropped from 85% in 2014 to 84% in 2015, while the average score for the emotion component dropped from 69% to 68%.

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 13, 2015

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. 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%

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 13, 2015

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. Here are some highlights from the major appliances results between 2012 and 2015: The average rating for the appliance industry dropped from 60.7%

Effort Score 120

Effort Score Customer Experience Industry Customers 120

Experience Matters

MARCH 12, 2015

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. Of the fourteen insurers that we evaluated in both 2014 and 2015, American Family increased its score the most, going up five percentage-points from last year.

Insurance 120

Insurance Industry Effort Score Customer Experience 120

SuiteCX

FEBRUARY 2, 2016

Consumers Expect Personalized Treatment. Source: 3 Things Marketers Need to Know About Succeeding with Personalization, Autopilot, 2015). Source: 2015 Global State of Multichannel Customer Service Report, Microsoft). Source: 2015 Global State of Multichannel Customer Service Report, Microsoft).

Data 100

Data Customer Experience Retail Consulting 100

Experience Matters

MARCH 20, 2015

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. Nine companies decreased their rating between 2014 and 2015. in 2014 to 64.0% The industry tied for 9 th place out of the 20 industries we evaluated.

Effort Score 120

Effort Score Customer Experience Financial Industry 120

Experience Matters

MARCH 18, 2015

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. The average rating for the TV service providers industry dropped from 54% in 2014 to 52% in 2015—the first time in the history of the Ratings that this industry has declined.

Effort Score 120

Effort Score Customer Experience Communication Industry 120

Experience Matters

MARCH 16, 2015

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. Overall, the fast food industry averaged a 76% rating in the 2015 Temkin Experience Ratings and came in 2 nd place out of 20 industries. percentage-points.

Customer Experience 120

Customer Experience Industry Survey Customers 120

COPC

SEPTEMBER 25, 2018

The 78-page report, titled Consumer Insights: CX — Understanding Consumer Experiences and Opinions , is based on extensive surveying of more than 30,000 consumers and covers a broad range of customer experience-related topics. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series.

Consumers 40

Consumers Report Survey Customer Experience Management 40

Experience Matters

MARCH 19, 2015

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. It increased by eight percentage-points between the 2013 and 2014 TxR, and by another nine points between the 2014 and 2015 TxR. in 2014 to 60.0% in 2014 to 60.0%

Effort Score 120

Effort Score Customer Experience Industry Trends 120

Experience Matters

MARCH 12, 2015

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. Here are some other highlights: The average rating for the health plan industry dropped from 56% in 2014 to 54% in 2015—the first time that this industry’s average declined.

Effort Score 120

Effort Score Customer Experience Healthcare Industry 120

Experience Matters

MARCH 11, 2015

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. Blackboard dropped seven points between 2014 and 2015—from 54% last year to 47% this year—making it the lowest ranked software company for the second year in a row.

Software 120

Software Industry Effort Score Customer Experience 120