The Emotional Decline From New Purchase To Customer Service

March 3, 2016 5 Comments

How do consumers feel about their purchases and subsequent customer service interactions? To find the answer, we asked 10,000 U.S. consumers about those experiences across 11 different industries. We used their responses to calculate the Temkin Emotion Ratings. As you can see below:

  • Across all industries, purchasing provides a more positive emotional response than customer service. The gap in Temkin Emotion Ratings goes from 11 points (health plans) to 49 points (TV/Internet service).
  • New car purchases earn the highest Temkin Emotion Ratings.
  • Customer service interactions with TV/Internet service providers earn (by far) the worst emotion ratings (6%). The next worst emotional experience–health plan customer service (18%)–is three times better than the TV/Internet service providers.
  • Purchasing a new health plan provide the lowest emotional rating of any purchase, but it is also has the smallest gap when compared to the emotional ratings for health plan customer service.

1602_EmotionRatingsPurchaseAndCustomerService

The bottom line: Customer service is an emotional trough.

Filed under Customer Connectedness, Customer experience, Emotion

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

5 Responses to The Emotional Decline From New Purchase To Customer Service

  1. Anne Marie MacLean says:
    March 3, 2016 at 10:27 am

    Hi Bruce,

    The links are broken to your blog, sounds interesting though, I would like to read it.

    Cheers, Anne Marie

    Anne Marie MacLean |Manager, Customer Experience|604-909-3185

    On Thu, Mar 3, 2016 at 6:35 AM, “Customer Experience Matters®” wrote:

    > Bruce Temkin, CCXP posted: “How do consumers feel about their purchases > and subsequent customer service interactions? To find the answer, we > asked 10,000 U.S. consumers about those experiences across 11 different > industries. We used their responses to calculate the Temkin Emotion Ra” >

    Reply
  2. Jung, Delise says:
    March 3, 2016 at 10:29 am

    Thought you should know, the links to do not work – “page not found”.
    For both the “Read more of this post” and also the “Trouble Clicking” link.

    Regards,
    Delise Jung

    Reply
  3. Andrew McFarland (@andy_mcf) says:
    March 4, 2016 at 10:59 am

    Interesting perspective. I had just recently been thinking about a related topic – basically that because the purchase “duration” is so short relative to the “lifetime” of service, the purchase itself has just a temporary “afterglow.” More here for your readers/followers: Price is just one part of the Customer Experience http://bit.ly/1L30Tmm

    Reply

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