Sixth Annual Temkin Experience Ratings Evaluates 294 Companies Across 20 Industries
WABAN, Mass., March 8, 2016 /PRNewswire/ — Temkin Group announces the publication of the 2016 Temkin Experience Ratings, the sixth year that the company has published the industry's most comprehensive benchmark of customer experience delivered by large organizations. The results are available in a free report.
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Based on a study of 10,000 U.S consumers, Publix and H-E-B earned the highest scores in the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries. Joining those firms at the top of the Ratings are Chick-fil-A, True Value, Save-a-Lot, Kroger, Wegmans, credit unions, Aldi, Amazon, and O'Reilly Auto Parts.
While supermarket chains took six out of 11 of the top spots, health plans dominate the bottom of the Ratings. The companies with the lowest customer experience scores are Fujitsu, Health Net, Dollar Rent A Car, Comcast, Care First (BCBS), Highmark (BCBS), Empire (BCBS), Spirit Airlines, Blue Shield of CA, and Medicaid.
"Consumers' expectations are outpacing customer experience improvements, especially in industries with chronically poor customer experience such as TV service providers, Internet service providers, and health plans," states Bruce Temkin, managing partner of Temkin Group. "This year was particularly telling, as we found a steep decline in customer experience across all industries."
The average scores for all 20 industries in Temkin Experience Ratings declined between 2015 and 2016. Auto dealers and health plans declined the most, while software firms and wireless carriers declined the least. The percentage of good and excellent companies dropped from 37% in 2015 to 18% in 2016. During the same time, companies with "poor" and "very poor" Ratings grew from 28% to 46%.
Of the 271 companies that were in both the 2015 and 2016 Temkin Experience Ratings, 18 firms improved their scores by at least one point. Coventry Health Care and Con Edison improved their scores the most, each increasing their rating by 10 percentage points. Three additional firms improved by more than five points: True Value, Consumers Energy, and Fox Rent A Car.
With a drop of 17 points, Volkswagen dealers and Fairfield Inn led 148 firms that declined by at least five points between 2015 and 2016. Five other firms dropped by 15 or more points: Fujitsu, Commonwealth Edison, Humana, BMW dealers, and Bed, Bath & Beyond.
In its sixth year of publication, the 2016 Temkin Experience Ratings examines customer experience across 20 industries: airlines, auto dealers, banks, computer and tablet makers, credit card issuers, fast food chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, major appliance makers, parcel delivery services, rental car agencies, retailers, software firms, supermarket chains, TV service providers, utilities, and wireless carriers.
The Temkin Experience Ratings evaluates three areas of customer experience: success (can customers do what they want to do?), effort (how easy is it to work with the company?), and emotion (how do consumers feel about their interactions?).
The 2016 Temkin Experience Ratings along with other ratings can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The report "2016 Temkin Experience Ratings" can be downloaded for free from the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
Customer experience matters is a registered trademark of Temkin Group.