Research

Ideas, Best Practices And Benchmark Data

2012 Research

2012 Temkin Experience Ratings
February 2012

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    • Sam’s Club and Publix earned the top two spots in the 2012 Temkin Experience Rankings, with three fast food chains rounding out the top five. We asked 10,000 U.S. consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional. Their responses allowed us to rate 206 companies across 18 industries. Only 28% of those companies received at least a “good” rating. Grocery chains earned the highest average scores and health plans dominated the bottom of the ratings. Kaiser Permanente and credit unions most outperformed their industries while DHL and RadioShack fell the farthest behind their peers. None of the companies earned an “excellent” rating for the emotional component, while Charter Communications and Earthlink lead 10 companies falling below the “very poor” threshold in that area. Compared with last year’s ratings, most industries improved, led by a 5.3 point average increase by insurance carriers. When it comes to changes over the past year by individual firms, PNC and Lenovo improved the most while Regions Bank had the sharpest decline.


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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

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Executive Director – Global Customer Experience, Dell