Experience Matters

JUNE 13, 2018

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. In this report, we: Examine feedback from 10,000 U.S.

Customer Journeys 159

Customer Journeys Report Groups Industry 159

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

JANUARY 9, 2017

We just published a Temkin Group report, Lessons in CX Excellence, 2017. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms.

Report 120

Report B2C B2B Groups 120

Experience Matters

OCTOBER 2, 2017

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

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

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 11, 2016

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2016. Here’s the executive summary: As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group […].

Net Promoter Score 120

Net Promoter Score Study Report NPS 120

Experience Matters

SEPTEMBER 14, 2016

We just published a Temkin Group report, Tech Vendor NPS Benchmark, 2016, The research examines Net Promoter Scores and the link to loyalty for 62 tech vendors based on feedback from 800 IT decision makers in large North American organizations. We also compared overall results to our benchmarks from the previous four years.

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Experience Matters

JANUARY 17, 2017

We just published a Temkin Group data snapshot, Tech Vendors: Product and Relationship Satisfaction of IT Clients, 2017. During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors.

Report 120

Report Groups Survey Data 120

Eptica

APRIL 25, 2018

They know that they must keep innovating and improving if they are to differentiate their customer experience and therefore thrive. However, knowing what they need to do, and actually achieving it, are clearly very different things, as the latest Temkin Group State of CX Management 2018 report shows.

Customer Connectedness 49

Customer Connectedness Self Service Brand Values Financial 49

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. For additional info, check out our VoC resource page.

Infographics 286

Infographics Resources Report Customers 286

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