Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for eight years. This product is the dataset, in excel, for the 2018 Temkin Forgiveness Ratings (TFR).It uses feedback from 10,000 U.S. consumers to rate how likely consumers are to forgive 318 organizations across 20 industries after they make a mistake. It includes the TFR for 318 companies and 20 industries, the changes in TFR between 2017 and 2018, and the difference in TFR across age groups for each industry. For more information, including a sortable table with Read More ...

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We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here's a link to FAQ's about the Ratings. As a follow-up, we published blog posts that examine the results for each of the 20 industries. You can see links to all of those industry snapshots below: > Airlines > Auto Dealers > Banks > Computers & Tablets > Credit Card Issuers > Fast Food Chains > Health Plans > Hotels & Rooms > Insurance Carriers > Investment Firms > Parcel Delivery Services > Rental Cars & Transport > Retailers Read More ...

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You've likely heard the news about a Starbucks in Philadelphia where two African-American men were arrested for not leaving the store. They were denied access to the bathroom and asked to leave because they had not purchased anything. I've been guilty of doing that same thing, but luckily no one has called the police to have me removed. I applaud Starbucks' swift and robust response to the situation. CEO Kevin Johnson took responsibility for the problem and issued a clear apology: The circumstances surrounding the incident and the outcome in our store on Thursday were reprehensible, they were wrong. And for Read More ...

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We just published a Temkin Group report, Propelling Experience Design Across An Organization. Although customer experience (CX) management has become a relatively common activity within large organizations, companies still struggle to deliver consistently positive experiences to their customers. One major issue impeding companies’ current CX efforts is that few organizations design customer interactions in a purposeful and deliberate manner. This report explores how companies can use Experience Design – which we define as a repeatable, human-centric approach for creating emotionally resonant interactions – to craft consistently excellent interactions and how they can share and spread these capabilities across the entire organization. Read More ...

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Executive Summary: The Temkin Well-Being Index dropped from 65.9% in 2017 to 63.4% in 2018, the largest drop we've seen. It was caused by declines across all three areas, happiness, healthiness, and financial security. Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. To gauge the overall quality of life for the U.S. population, we created the Temkin Well-Being Index (TWBi) based on a few of those attitudinal elements. The TWBi is based on a survey of 10,000 U.S. consumers in January. The overall index is an average of Read More ...

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We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Fidelity Investments for delivering the best customer experience across investment firms. Of the 13 investment firms included in this year’s Ratings, Fidelity  earned the highest score with a rating of 74%, putting it in 85th place overall out of 318 companies. Vanguard (71%) and Ameriprise Financial (70%) were next on the Read More ...

The post Temkin Experience Ratings Industry Snapshot: Investments appeared first on Customer Experience Matters®.

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Amazon Prime (music & video) for delivering the best customer experience across streaming media services. This is the second year that we've included this category. Of the 16 auto dealers included in this year’s Ratings, Amazon Prime's services earned the highest score with a rating of 77%, putting it in Read More ...

The post Temkin Experience Ratings Industry Snapshot: Streaming Media appeared first on Customer Experience Matters®.

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Toyota and Honda for delivering the best customer experience across auto dealers. Of the 18 auto dealers included in this year’s Ratings, Toyota earned the highest score with a rating of 73%, putting it in 95th place overall out of 318 companies across 20 industries. Honda came in second place Read More ...

The post Temkin Experience Ratings Industry Snapshot: Auto Dealers appeared first on Customer Experience Matters®.

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to National Car Rental for delivering the best customer experience in the rental cars and transport industry. Out of the 12 rental car and transport companies included in this year’s Ratings, National Car Rental earned the highest score with a rating of 72%, putting it in 109th place overall out of Read More ...

The post Temkin Experience Ratings Industry Snapshot: Rental Cars appeared first on Customer Experience Matters®.

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings. Congratulations to Amazon (Kindle) for earning the top customer experience rating across computer & tablet makers. Of the 11 computer and tablet makers included in this year’s Ratings, Amazon earned the highest score with a rating of 71%, putting it in 124th place overall out of 318 companies across 20 industries.  HP Read More ...

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