Customer Experiences Seen Improving This Year

February 27, 2013

This article is included in these additional categories:

Customer Service & Experience | Food & Restaurants | Pharma & Healthcare | Radio | Retail & E-Commerce | Television

TemkinGroup-Customer-Experience-Ratings-2011-2013-Feb2013A new study [download page] of 246 companies by the Temkin Group finds that 37% achieved an “excellent” (4%) or “good” (33%) rating on the Temkin Experience Rating scale, a 9% point increase from last year, and a 21% point jump from 2011. To quantify customer experience, the researchers asked consumers to rate companies on a 7-point scale across the functional, accessible, and emotional aspects of their experiences. Companies increased their scores this year across each category, with the biggest gain coming for their accessibility, a measure that tracks the ease with which consumers interact with companies.

On an industry-wide level, the study finds that 4 could be classified on average as “good.” Those were: grocery chains; fast food chains; parcel delivery services; and retailers. Faring worse were TV service providers, health plans, and internet service providers, each of which received “poor” ratings. Pay TV providers also have poor customer satisfaction ratings, according to the American Customer Satisfaction Index (ACSI).

Other Findings:

  • Publix and Trader Joe’s were the top-rated companies of the 246 measured for customer experience. Publix is also the top-rated supermarket for customer satisfaction, per the latest ACSI scores.
  • Americans aren’t happy with their health plans: these occupied 7 of the bottom 15 spots on the Temkin Experience Ratings.
  • Of the 3 components that make up the ratings, emotional experience scored worst, with only 5 of the 19 industries measured achieving even an “okay” rating.
  • US Airways had the lowest customer experience rating of the 246 companies tracked.

A complete list of the company ratings, industry leaders, and fastest movers can be found in the report, which can be accessed here.

About the Data: The data is derived from the Temkin Group Q1 2013 Consumer Benchmark Survey, an online study of 10,000 consumers during January 2013. Survey respondents were representative of the US Census based on quotas for age, income, ethnicity, and geographic region. Each of the companies rated had responses from at least 100 consumers.

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