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MAY 9, 2019

What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience? Why is customer experience important? The short answer: Customer experience determines whether your organization succeeds or fails. companies $136.8

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Eptica

APRIL 25, 2018

It found that just 13% of the 171 large companies surveyed had reached the top two (out of six) levels of its CX maturity scale. The scale measures how companies approach customer experience , the level of senior management involvement in decision making, how they interact with and listen to customers, and use their feedback to drive change.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

Experience Matters

OCTOBER 1, 2018

This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. consumers.

Net Promoter Score 215

Net Promoter Score Study Report NPS 215

Experience Matters

JUNE 4, 2018

To understand how the quality of a customer’s experience – whether it was good or bad – affects their behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. Of the companies we evaluated, 21st Century, Comcast, Cox Communications, and New York Life Read More.

Report 185

Report Study Industry Interaction 185

Experience Matters

MAY 8, 2017

This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last […].

Report 214

Report Groups Analysis Consumers 214

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. In fact, only 6% of companies earned an “excellent” score in the 2018 Temkin Experience Ratings. consumers about their journeys with 318 companies across 19 industries. Evaluate how different customer journeys impact five loyalty Read More.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Experience Matters

DECEMBER 20, 2016

This is the sixth year of this study that examines the CX metrics efforts within large companies. Here’s the executive summary: Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve […].

Metrics 185

Metrics Report Groups Study 185