Experience Matters

DECEMBER 27, 2016

Voice of the Customer (VoC) programs are a central part of most customer experience efforts. Here’s some interesting data snippets from the recent report, State of VoC Programs, 2016.

Infographics 286

Infographics Report Customers Customer Experience 286

Qualtrics

FEBRUARY 1, 2019

Customer-centricity is simply looking at your products and services from the customer’s point of view. Companies that are truly customer-centric have a comprehensive toolset designed to manage and drive customer insight at every level of the organization. Are your insights fast enough?

Customer Centricity 20

Customer Centricity Customer Connectedness Innovation Study 20

Lumoa

FEBRUARY 9, 2023

Share data and results of the customer experience analytics in an easy-to-use tool. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Experience Matters

OCTOBER 17, 2017

This report also includes data from these companies’ responses to help you benchmark your own company’s VoC efforts. We Read More.

Report 150

Report Groups Survey Customers 150

Experience Matters

OCTOBER 1, 2018

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS®) to evaluate their customers’ loyalty. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2018. This is the seventh year of this study that includes Net Promoter® Scores (NPS®) on 342 companies across 20 industries. 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. We then compared results with similar studies we’ve conducted over the previous seven years.

Report 185

Report Study Industry Interaction 185

Experience Matters

JUNE 13, 2018

Few organizations deliver outstanding experiences to their customers. To better understand which types of interactions are most likely to affect the customer’s perception of an organization, we asked customers to identify the most problematic journeys across 19 different industries.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report 214

Report Groups Analysis Consumers 214

Experience Matters

OCTOBER 2, 2017

Here’s the executive summary: Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Lumoa

MARCH 20, 2018

Share data and results of the customer experience analytics in an easy to use tool. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Do you see what drives customer satisfaction?

Net Promoter Score 286

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 286

Lumoa

MARCH 20, 2018

Share data and results of the customer experience analytics in an easy to use tool. Compelling Brand Values: Brand promises drive how the organization treats customers. Customer Connectedness: Customer insights are infused across the organization. Do you see what drives customer satisfaction?

Net Promoter Score 160

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 160