WABAN, Mass., Nov. 15, 2016 /PRNewswire/ -- Temkin Group announces the publication of its second annual Temkin Loyalty Index (TLi), a comprehensive evaluation of customer loyalty for 294 companies across 20 industries.
Based on a study of 10,000 U.S consumers, Publix, H-E-B, and USAA earned the highest TLi, while Comcast, Motel 6, and Anthem earned the lowest. Here are the industry leaders in the 2016 TLi:
Airlines: JetBlue & Southwest Airlines (tied)
Auto dealers: Mercedes-Benz
Computer and tablet makers: Amazon.com (Kindle)
Credit card issuers: USAA
Fast food chains: Chick-fil-A
Health plans: Kaiser Permanente
Hotel chains: Residence Inn
Insurance carriers: USAA
Internet service providers: AT&T
Investment firms: Morgan Stanley Smith Barney
Major appliance makers: Electrolux
Parcel delivery services: UPS
Rental car agencies: Ace Rent A Car
Software firms: Apple & Google (tied)
Supermarket chains: Publix
TV service providers: Dish Network
Utilities: Alabama Power
Wireless carriers: MetroPCS
The research found that the average TLi for all 20 industries declined between 2015 and 2016. Banks and investment firms declined the least, while TV service providers and fast food restaurants experienced the most severe declines.
According to Bruce Temkin, Managing Partner of Temkin Group, "Customer loyalty is getting even harder to earn, but it's worth the effort if you get it right."
Here are some additional findings from the 2016 TLi:
Loyalty levels that are most ABOVE their industry average: USAA (banks, credit cards, and insurance), Mercedes-Benz, Alabama Power Company, Amazon (Kindle), Kaiser Permanente, Chick-fil-A, and Morgan Stanley Smith Barney.
Loyalty levels that are most BELOW their industry average: Motel 6, Citibank, Compaq, Super 8, Volkswagen, McDonalds, Fujitsu, and Days Inn.
Largest loyalty IMPROVEMENT from 2015: Con Edison of NY, Morgan Stanley Smith Barney, Mercedes-Benz, and Residence Inn.
Largest loyalty DECLINE from 2015: Motel 6, JetBlue Airlines, GM, and Starbucks.
Industry averages: Supermarkets are the only industry with an average TLi in the "strong" range. At the other end of the spectrum, TV service providers, Internet service providers, health plans, and wireless carriers are in "weak" range.
Temkin Group's TLi is based on evaluating consumers' likelihood to do these five things:
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 protected].
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 Emeritus Chaai and co-founder of the Customer Experience Professionals Association (CXPA.org), a global non-profit organization. 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.