JC Lupis | Marketing Charts | Tue, 03 Mar 2015 14:00:47 +0000

Source: Temkin Group [download page]TemkinGroup-Top-and-Bottom-Cos-Cust-Experience-Mar2015

    Notes: Publix enjoys the best customer experience rating of 293 companies measured by the Temkin Group, narrowly supplanting last year’s leader, H-E-B. Indeed, supermarkets occupied 5 of the top 12 positions this year, with retailers and fast food chains also well-represented. Those industries – plus parcel delivery services and banks – comprised the only 5 of 20 measured to average a “good” rating. Meanwhile, on the other end of the spectrum, Coventry Health Care had the worst customer experience rating, as it did last year. Internet service providers, TV service providers and health plans each received “poor” ratings on average.

    Overall, 37% of companies rated this year (excluding utilities, which were a new addition) had an excellent (5%) or good (32%) rating. That’s virtually unchanged from the past 2 years.

    A complete list of the company ratings, industry leaders, and fastest movers can be found in the report, which can be accessed here.

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        About the Data: The Temkin Group data was collected from an online survey of 10,000 US consumers during Q1 2015.

        Temkin Group describes its Experience ratings as follows:

        “The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Functional, Accessible, and Emotional, on a 7-point scale. For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages.”

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