WABAN, Mass., Nov. 18, 2015 /PRNewswire/ -- Temkin Group announces the publication of its 2015 Temkin Loyalty Index, a comprehensive evaluation of consumers' loyalty to large companies.
Based on a study of 10,000 U.S consumers, USAA, H-E-B, Publix and Trader Joe's are at the top of the list when it comes to consumer loyalty, while Con Edison of NY, Coventry Health Care, Comcast and Time Warner Cable are at the bottom.
The Temkin Loyalty Index (TLi) evaluates the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries. The TLi is based on evaluating consumers' likelihood to do five things:
- Repurchase from the company
- Recommend the company to others
- Forgive the company if it makes a mistake
- Trust the company
- Try the company's new offerings
At an industry level, supermarkets, fast food chains, and retailers have the highest loyalty levels. At the other end of the spectrum, TV service providers and Internet service providers have the lowest.
USAA (for credit cards, banking, and insurance), JetBlue Airways, TriCare, credit unions, ACE Rent A Car, Apple, and Georgia Power have loyalty levels that most outperform their industry averages.
Con Edison of NY, RadioShack, Blackboard, Coventry Health Care, Citibank, Jeep, Bi-Lo, and McDonalds fall farthest behind their peers.
"Only a few companies have truly strong levels of consumer loyalty, and it's scary how little loyalty has been earned by TV service and Internet service providers," states Bruce Temkin, managing partner of Temkin Group.
The industry leaders in TLi are as follows:
- Airlines: JetBlue
- Auto dealers: Lexus
- Banks: USAA
- Computer and tablet makers: Amazon.com
- Credit card issuers: USAA
- Fast food chains: Chick-fil-A
- Health plans: TriCare
- Hotel chains: Courtyard By Marriott
- Insurance carriers: USAA
- Internet service providers: Optimum & AOL
- Investment firms: Fidelity Investments & Ameriprise
- Major appliance makers: Electrolux
- Parcel delivery services: US Postal Service & UPS
- Rental car agencies: Ace Rent A Car
- Retailers: Amazon.com
- Software firms: Apple
- Supermarket chains: H-E-B
- TV service providers: DirecTV
- Utilities: Georgia Power
- Wireless carriers: Virgin Mobile
The report "2015 Temkin Loyalty Index" can be downloaded for free 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.
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 co-founder 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