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Report: Net Promoter Score Benchmark Study, 2012
We just published a Temkin Group report, Net Promoter Score Benchmark Study, 2012. It provides NPS data on 175 U.S. companies across 19 industries. Here’s the executive summary: USAA took the top two...
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Report: 2013 Temkin Experience Ratings
We published the 2013 Temkin Experience Ratings. The report analyzes feedback from 10,000 U.S. consumers to rate 246 organizations across 19 industries. Congratulations to the top firms in this year’s...
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Chick-fil-A Leads Fast Food Industry in 2013 Temkin Experience Ratings
We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the...
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Advantage Rent A Car and USAA Lead in 2013 Temkin Forgiveness Ratings
All companies, even customer experience leaders, make mistakes. But how much goodwill have companies built up for consumers to forgive them after those miscues? To answer this question, Temkin Group...
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USAA On Top (Again) in 2013 Temkin Trust Ratings
We just released the third annual Temkin Trust Ratings of 246 companies across 19 industries (see full list). Download entire dataset for $295 Company Results For the third straight year, USAA‘s...
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Amazon and USAA On Top of 2013 Temkin Web Experience Ratings
We just released the third annual Temkin Web Experience Ratings of 211 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for...
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USAA On Top of 2013 Temkin Customer Service Ratings
We just released the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for...
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Report: What Happens After a Good or Bad Experience, 2014
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2014. The report, which includes 19 data charts, examines which companies and industries provide the most bad...
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Chick-fil-A and Sonic Drive-In Lead Fast Food Industry in 2014 Temkin...
We recently released the 2014 Temkin Experience Ratings that ranks the customer experience of 268 companies across 19 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A led the food...
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H-E-B Earns Highest Effort Rating, Medicaid Earns Lowest
In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion. We’ve been measuring each of these areas as part of our Temkin Experience Ratings for four years. So I...
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H-E-B and Trader Joe’s Earn Highest Emotion Ratings
In a previous post, I defined the three elements of an experience: Success, Effort, and Emotion. Emotion is a significant blind spot for most organizations. In the Temkin Group report State of CX...
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Chick-fil-A and Papa John’s Lead Fast Food in Customer Experience
We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A took the top...
View ArticleChick-fil-A and Subway Earn Top Customer Experience Ratings for Fast Food Chains
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A and Subway...
View ArticleChick-fil-A, Chipotle, and Hardees Earn Top Customer Experience Ratings for...
We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A, Chipotle...
View ArticleChick-fil-A and Papa John’s Lead Fast Food in Customer Experience
We recently released the 2015 Temkin Experience Ratings that ranks the customer experience of 293 companies across 20 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A took the top...
View ArticleChick-fil-A and Subway Earn Top Customer Experience Ratings for Fast Food Chains
We recently released the 2016 Temkin Experience Ratings that ranks the customer experience of 294 companies across 20 industries based on a survey of 10,000 U.S. consumers. Chick-fil-A and Subway...
View ArticleUSAA On Top (Again) in 2013 Temkin Trust Ratings
We just released the third annual Temkin Trust Ratings of 246 companies across 19 industries (see full list). Download entire dataset for $295 Company Results For the third straight year, USAA‘s...
View ArticleAmazon and USAA On Top of 2013 Temkin Web Experience Ratings
We just released the third annual Temkin Web Experience Ratings of 211 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for...
View ArticleUSAA On Top of 2013 Temkin Customer Service Ratings
We just released the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a study of 10,000 U.S. consumers (see full list of firms). Download entire dataset for...
View ArticleReport: What Happens After a Good or Bad Experience, 2014
We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2014. The report, which includes 19 data charts, examines which companies and industries provide the most bad...
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