WABAN, Mass., Feb. 22, 2012 /PRNewswire/ -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings.
The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 10 personal computer makers. Apple was the top-rated computer firm, earning an "okay" rating and the 89th overall spot across industries. Three other computer makers earned "okay" ratings: Lenovo, Toshiba, and HP. The remaining companies received "poor" ratings, with Gateway and Dell at the bottom.
The computer industry received the fourth lowest-average customer experience rating, falling only ahead of health plans, Internet service providers, and TV service providers. The industry, however, earned the second largest increase between 2011 and 2012. Only insurance carriers improved more over that timeframe. Lenovo and Toshiba made the largest year-over-year improvements in the industry, earning double-digit increases in their ratings. Apple had the third largest increase. Dell and Acer were the only computer makers that did not earn at least a one-point improvement.
The pace of improvements in the computer industry has changed the rankings. In 2011, Apple had a two-point lead over Acer and a three-point advantage over HP and Sony. This year, Apple has a three-point advantage over both Lenovo and Toshiba, while both HP and Sony have slipped farther back.
"Apple remains the customer experience leader in the computer industry, but Lenovo and Toshiba have made significant gains this past year," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.
The Temkin Experience Ratings evaluates three dimensions of customer experience:
- Functional: Does the company meet consumers' needs?
- Accessible: How easy is it for consumers to do what they are trying to do?
- Emotional: How do consumers feel about their interactions with companies?
Other highlights from the research include:
- Apple and Lenovo received the highest Functional ratings, while Compaq and Dell received the lowest.
- Apple and Toshiba received the highest Accessible ratings, while Gateway and Dell received the lowest.
- Apple and Toshiba received the highest Emotional ratings, while Gateway and Dell received the lowest.
This report can be accessed from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com. The data can be accessed from the Temkin Ratings website, http://www.temkinratings.com.
For more information about Temkin Group, visit http://www.temkingroup.com.
About the author, Bruce Temkin
Bruce is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the author of a very popular blog, Customer Experience Matters. 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.
About Temkin Group
Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience results. For more information, contact Bruce Temkin at 617-916-2075 or firstname.lastname@example.org.
SOURCE Temkin Group