WABAN, Mass., April 11, 2017 /PRNewswire/ -- Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That's why Temkin Group—a leading customer experience research, consulting, and training company—has been measuring forgiveness for seven years.
Based on a study of 10,000 U.S consumers, Advantage Rent-A-Car and ACE Rent A Car took the top spots in the 2017 Temkin Forgiveness Ratings, which rates how willing consumers are to forgive 329 companies across 20 industries. Navy Federal Credit Union, Fujitsu, Fox Rent A Car, AmazonFresh, Rent-a-Wreck, Alabama Power Company, Fairfield Inn, and USAA fill out the top 10 spots.
At the other end of the spectrum, consumers are least likely to forgive Comcast, Time Warner Cable, Cox Communications, Anthem, Aetna, Cablevision, Travelers, Citigroup, Fifth Third, Bright House Networks, Spirit Airlines, and Dish Network.
"Every organization makes mistakes, so forgiveness is a critical element of loyalty. It's a shame to see how little forgiveness has been earned by TV/Internet service providers," states Bruce Temkin, managing partner of Temkin Group.
Other highlights from the 2017 Temkin Forgiveness Ratings include:
- Supermarkets and auto dealers earned the highest average ratings, while TV/Internet service providers and TV service providers, health plans, and wireless carriers earned the lowest ratings.
- Navy Federal Credit Union, Advantage Rent-A-Car, ACE Rent A Car, Fujitsu, Fox Rent A Car, USAA (for banking, credit cards, and insurance), Rent-a-Wreck, and Alabama Power Company earned ratings that are more than 20 points above their industry averages.
- Spirit Airlines, Avis, Lyft, Commonwealth Edison, Starz, Pacific Gas and Electric Company, and SiriusXM earned scores that are 15 or more points below their industry averages.
- Fujitsu, Motel 6, Gateway, GM, Advantage Rent-A-Car, Health Net, MetLife, Fox Rent A Car, HSBC, ACE Rent A Car, Activision, and Ameren Illinois Company improved the most between 2016 and 2017.
- Domino's, Avis, RadioShack, Fifth Third, ShopRite, Aetna, Ace Hardware, and JCPenney declined the most between 2016 and 2017.
In its seventh year of publication, the 2017 Temkin Forgiveness Ratings examines the likelihood of consumers to forgive companies after they make a mistake. It evaluates 329 companies across 20 industries: Computers & Tablets, Insurance, Investments, Credit Cards, Health Plans, TV/Internet Service, Streaming Media, Wireless, Airlines, Hotels & Rooms, Retailers, Fast Food, Rental Cars & Transport, Supermarkets, Parcel Delivery, TV & Appliances, Auto Dealers, Software Firms, and Utilities.
The 2017 Temkin Forgiveness Ratings along with other ratings can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
Detailed datasets for the 2017 Temkin Forgiveness Ratings can be downloaded from the Customer Experience Matters® blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, 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 to email@example.com.
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience visionary, and is Managing Partner of Temkin Group. He is also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization dedicated to the advancement of customer experience management. Bruce is also the author of a very popular blog, Customer Experience Matters®. Prior to forming Temkin Group, he was a Vice President at Forrester Research for 12 years where he ran the customer experience, eBusiness, financial services, and B2B sectors and was the most-read analyst for 13 consecutive quarters.
Customer Experience Matters is a registered trademark of Temkin Group.
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SOURCE Temkin Group