Research

Ideas, Best Practices And Benchmark Data

2011 Research

2011 Temkin Experience Ratings
March 2011

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    • Amazon.com, Kohl’s, Costco, Lowe’s, and Sam’s Club took the top five spots in the 2011 Temkin Experience Ratings. We asked 6,000 US consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional. This data allowed us to rate 143 companies across 12 industries. Only 16% of those companies received an “excellent” or “good” rating. The results show that retailers deliver the best experience while TV service providers and health plans deliver the worst.


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Client Feedback


We have worked with Bruce & the Temkin Group for a number of years and they continue to be pivotal in our transformational efforts. Their four customer experience competencies were adopted as part of a program rolled out to 10,000 executives and leaders where the feedback has been exceptional. Bruce can connect at all levels of the organization and is always pragmatic, energetic and fun to work with

Gary Fox
Executive Director – Global Customer Experience, Dell