Ideas, Best Practices And Benchmark Data

2013 Research

2013 Temkin Experience Ratings
February 2013


    • Publix and Trader Joe’s earned the top two spots in the 2013 Temkin Experience Ratings, as grocery chains and fast food chains earned 13 of the top 19 spots. We asked 10,000 U.S. consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional, using their responses to rate 246 companies across 19 industries. Thirty-seven percent of companies received a “good” rating or better, an increase over 28% of companies in 2011 and 16% in 2010. Grocery chains, fast food chains, parcel delivery services, and retailers earned the highest average scores while TV service providers, health plans, and Internet service providers earned the lowest. When comparing companies to their industry averages, TriCare and USAA most outperformed their peers. Days Inn, RadioShack, and 21st Century most underperformed theirs. Publix and Trader Joe’s have the highest functional ratings, Ace Hardware has the highest accessible rating, and Publix has the highest emotional rating. Wireless carriers improved the most and appliances declined the most since last year. Citibank, TriCare and TD Ameritrade made the biggest gains while Alamo and Budget lost the most ground.


      You can click here to download the data for $395.


      The Temkin Experience Ratings are based on evaluating three elements of experience:


      1. FunctionalHow well do experiences meet customers’ needs?
      2. AccessibleHow easy is it for customers to do what they want to do?
      3. EmotionalHow do customers feel about the experiences?


      Here are the top and bottom companies in the ratings:



      Here’s how the industries compare with each other:


      Here are the companies that are leaders and laggards across the 19 industries:


      In this year’s ratings, 37% of companies earned “good” or “excellent” scores, while 28% are rated as “poor” or ”very poor.” Companies with at least a “good” rating grew by nine-percentage points since 2012 and by 21-points since 2011. Of the 203 companies that are included in both the 2012 and 2013 Temkin Experience Ratings, 57% firms had at least a modest increase. The companies that made the largest improvement over 2012 are Citibank, TriCare, TD Ameritrade, Office Depot, EarthLink, Hardees, and Regions Bank.

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Bruce helped us think through, design and implement our new VoC program, with a specific emphasis on adopting the NPS metric. He educated our management team and employees and assisted us with developing strategies to increase referrals and expand our reference base

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VP Marketing & Customer Retention, Revenue Management Solutions, McKesson Corporation