Experience Matters

MAY 26, 2015

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. Six industries improved between 2014 and 2015, while 13 declined. Home Depot , Ross , Marriott , and eBay led 12 companies that improved by at least 10 points between 2014 and 2015. population.

Customer Service 120

Customer Service Airlines Banking Insurance 120

Experience Matters

MAY 20, 2015

This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. 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.

Effort Score 120

Effort Score Airlines Hotels Retail 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

NOVEMBER 4, 2015

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. This is the fourth year of the ratings, here are links to the 2012 , 2013 , and 2014 ratings.

Report 120

Report Net Promoter Score Effort Score Innovation 120

Experience Matters

MAY 5, 2015

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% While daily Facebook access showed the smallest increase, from 46.5%

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

APRIL 16, 2015

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. hours per day over the past year.

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. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

AUGUST 31, 2015

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.

Data 120

Data Insurance Policies Groups 120

Experience Matters

MARCH 30, 2015

We just published a Temkin Group report, State of the CX Profession, 2015. Here’s the executive summary: To better understand the mindset and roles of CX professionals today, we surveyed 270 CX professionals and then compared their responses to similar studies we conducted over the previous four years.

Report 120

Report Groups Study Trends 120

Experience Matters

JUNE 23, 2015

This year, we examined 293 companies across 20 industries based on a survey of 10,000 U.S. 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. 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. 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. Methodology: The data was collected from an online survey of 10,000 U.S.

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. The data showed that U.S. consumers feel slightly healthier, but less financially secure than last year. In this post, I’m examining the TWI by age and gender.

Financial 120

Financial Consumers Groups Survey 120

Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. We also found that two-thirds of companies survey their employees at least once a year, but less than half of executives consider acting on the results as a high priority.

Employee Engagement 120

Employee Engagement Report Engagement Financial 120

Customer Bliss

FEBRUARY 5, 2015

I was honored to be a part of this ebook, The 2015 Customer Experience Outlook – A Collection of Ideas for the Year Ahead brought to you by Kerry Bodine & Doberman. Customer Experience Toolkit #CustExp Outlook chief customer officer customer experience customer experience toolkit CX competencies survey scores'

Chief Customer Officer 100

Chief Customer Officer Customer Experience eBook Survey 100

Experience Matters

SEPTEMBER 16, 2015

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.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 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.

Metrics 120

Metrics Report Net Promoter Score Effort Score 120

Experience Matters

MAY 12, 2015

We just published a Temkin Group report, The State of the CX Management, 2015. Here’s the executive summary: For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity.

Report 120

Report Customer Connectedness Management Effort Score 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

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

Topdown

JANUARY 23, 2016

In 2015, StackEngine sponsored a survey, conducted by VMblog.com and CloudCow.com on Docker container adoption, traction, challenges and usage. Full results of the survey are also available to download as well. StackEngine summarized their key findings in a nifty infographic they shared on their blog.

Infographics 48

Infographics Survey Customer Experience Customers 48

ProProfs Chat

APRIL 5, 2019

In its data-driven marketing survey in 2015, Gartner reported that companies would migrate towards making their decisions based on quantitative data. Survey data helps fill in this gap. Survey data provides context to all the decisions and sentiments of the customers. The result of this surge in the value of data?

Survey 81

Survey Data Trends Sales 81

Experience Matters

NOVEMBER 13, 2017

We just published a Temkin Group report 2017 Temkin Experience Ratings of Tech Vendors that rates the customer experience of 58 large tech vendors based on a survey of 800 IT decision makers from large North American firms. This is the sixth year of the ratings, here are links to the 2012, 2013, 2014, 2015, and 2016 ratings.

Report 227

Report Groups Survey Customer Experience 227

Experience Matters

JUNE 7, 2016

Here’s the executive summary: For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management. We just published a Temkin Group report, The State of the CX Management, 2016. This is the seventh annual benchmark of CX activities, competencies, and maturity levels.

Report 120

Report Management Groups Survey 120

Experience Matters

OCTOBER 31, 2016

We just published a Temkin Group report 2016 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. This is the fifth year of the ratings, here are links to the 2012, 2013, 2014, and 2015 ratings.

Report 244

Report Groups Survey Customer Experience 244

Helen Dewdney

MAY 18, 2022

The last time it fined a company regarding complaint handling was EE for £1m in July 2015 for complaint handling failures. The post Ofcom customer satisfaction survey results 2022 first appeared on The Complaining Cow. However, the last time Ofcom fined a telecom company was O2 for £10.5 How to complain to your telecoms company.

Customer Satisfaction 62

Customer Satisfaction Survey Wait Times Customers 62

QuestionPro Audience

AUGUST 31, 2017

Ronak started at QuestionPro in November 2015 and over the past couple of years, he has had a huge impact on our survey creation and survey taking experiences, while resolving the highest number of customer issues to date.

Survey 199

Survey Customer Experience Management Company 199

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% —————— Read More About 2015 Customer Service Expectations. billion holiday haul.

Self Service 40

Self Service Customer Service e-support Retail 40

ForeSee

NOVEMBER 19, 2015

Just like the shopping season, the fielding for our annual holiday research report, the ForeSee Experience Index (FXI) 2015 Retail Edition, is in full swing. For the past decade, we've surveyed holiday shoppers to discover which retailers give them the best customer experiences and which ones fail to deliver.

Retail 45

Retail Survey Report Customer Experience 45

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

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. Everyone knows that real estate is all about location, location, location. But are customer service preferences and expectations?

Self Service 40

Self Service Customer Expectations Report Customer Service 40

Bob Hayes

MARCH 8, 2021

Results of a survey of data professionals show that about 1 out of 5 are women. I analyzed data from the 2020 Kaggle Machine Learning and Data Science survey in which they surveyed over 20,000 data professionals. Women are paid less than their male counterparts yet both women and men have similar levels of education.

Data 145

Data Analytics Analysis Survey 145

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

JANUARY 23, 2018

Here’s the executive summary: In Q3 2017, we surveyed 10,000 U.S. Here are previous benchmarks from 2016, 2015, and Read More. We just published a Temkin Group data snapshot, Channel Preferences Benchmark, 2018. The post Report: Channel Preferences Benchmark, 2018 appeared first on Customer Experience Matters®.

Report 154

Report Insurance Policies Groups 154

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

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 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