WABAN, Mass., May 2, 2013 /PRNewswire/ -- All companies make mistakes. But how much goodwill have they built up for consumers to forgive them?
Based on a study of 10,000 U.S consumers and 246 companies across 19 industries, Advantage Rent A Car has earned the most forgiveness from its customers. USAA is next on the list for three of its businesses: banking, insurance, and credit cards. This data comes from the recently published 2013 Temkin Forgiveness Ratings that examines the likelihood of consumers to forgive companies if they make a mistake.
The other companies in the top 10 of the ratings are H.E.B., Blackboard, Aldi, Alaska Airlines, credit unions and Publix. At the other end of the spectrum, HSBC earned the two lowest scores for its credit card and banking businesses.
"Forgiveness is an asset that every organization needs. Consumers are more willing to forgive companies that consistently treat them well," states Bruce Temkin, Managing Partner of Temkin Group.
Here are some additional highlights from the 2013 Temkin Forgiveness Ratings:
- Six of the bottom 12 companies are TV service providers: Cox Communications, Time Warner Cable, Comcast, Verizon, Charter Communications, and Optimum (iO)/Cablevision.
- TV service providers, as an industry, earned the lowest ratings, followed by Internet service providers and wireless carriers.
- Grocery chains are the highest scoring industry, followed by hotel chains, auto dealers, and rental car agencies.
Temkin Group examined year-over-year results for the companies and industries. Here are some highlights of that analysis:
- With a jump of 29 percentage points, Chrysler is the most improved company in 2013. Six other companies improved by 20 points or more: Continental Airlines, Citigroup, Avis, EarthLink, Ameriprise Financial, and Alaska Airlines.
- With a drop of nearly 20 percentage points, US Cellular fell the most in 2013. Nine other companies fell by more than 10 points: Bright House Networks, HSBC, Cox Communications, Hertz, PNC, SunTrust Bank, Dollar Rental Car, Hyatt, and TD Ameritrade.
- Credit cards made the largest improvement followed by auto dealers, rental car agencies, and airlines.
- TV service providers, retailers, and appliance makers are the only industries to decline.
The ratings cover the following industries: Airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, software firms, TV service providers, and wireless carriers.
For more information about Temkin Group, visit www.TemkinGroup.com.
About Temkin Group: Temkin Group is widely recognized as a leading customer experience research and consulting firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys. Temkin Group combines customer experience thought leadership with a deep understanding of the dynamics of organizations to help accelerate results. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building four critical competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices across a wide range of activities for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of a very popular blog, Customer Experience Matters® (ExperienceMatters.wordpress.com). Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker who consistently receives high marks for his content-rich, entertaining keynote addresses. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management.
Customer experience matters is a registered trademark of Temkin Group.
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SOURCE Temkin Group