Experience Matters

APRIL 10, 2018

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

Wireless 120

Wireless Industry Effort Score Consumers 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 wireless carrier industry dropped from 62% in 2014 to 61% in 2015—the first times in the history of the ratings that the industry’s average declined.

Wireless 120

Wireless Effort Score Customer Experience Industry 120

TechSee

JANUARY 7, 2020

Accenture reports that 77% of consumers are no longer loyal to any particular brand, telcos must work harder than ever to retain their customer bases. Some survey their customers at various points along the journey, learning about any hiccups before they become full-blown crises that can affect retention. Customer feedback.

Customer Retention 136

Customer Retention Industry Telecommunications Effort Score 136

SurveySparrow

JUNE 27, 2021

And one simple way to make this dream come true is by measuring customer net promoter score. Here’s our compilation of 12 interesting facts on NPS score to help you understand this metric a little more. What Is A Customer Net Promoter Score? ” In the NPS survey, respondents are asked to give a rating between 0-10.

Net Promoter Score 52

Net Promoter Score Effort Score NPS Metrics 52

Tricia Morris

NOVEMBER 6, 2015

Federal customer service scored an ACSI rating of 75 out of 100 – which is average on most grading scales – but this score is down five points from the rating of 80 where federal customer service has stood consecutively since 2012. Consumer feedback should drive customer technology strategies.

Government 40

Government Self Service Customer Service Social Media 40

Pointillist

MARCH 20, 2020

Measure the Impact of New CX Initiatives With Customer Journey Analytics A leading cable, wireless and internet provider uses journey analytics to gauge the success of a new self-service appointment system intended to improve customer experience while reducing cost to serve. due to the decrease in the No Show rate.

Customer Journeys 70

Customer Journeys Analytics Examples Self Service 70

Pointillist

JANUARY 19, 2022

Measuring customer experience with Voice of the Customer metrics, such as Net Promoter Score (NPS) ® , is considered a best practice for companies of any size. Let’s dive into three significant reasons why traditional survey feedback and CX measurement approaches fall short. Survey fatigue is growing. But it has its limitations.

Customer Journeys 75

Customer Journeys Measurement Effort Score Self Service 75