Wegmans Earns Top Customer Emotion Scores, According to New Temkin Group Research

Eighth Annual Temkin Emotion Ratings Evaluates 318 Companies Across 20 Industries

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Jul 17, 2018, 08:42 ET

WABAN, Mass., July 17, 2018 /PRNewswire/ -- Temkin Group announces the publication of the 2018 Temkin Emotion Ratings, the eighth year that the company has published the industry's most comprehensive benchmark of customer emotions.

Temkin Group's research shows that emotions frame how customers remember their interactions with companies and drives their ultimate loyalty. That's why it is one of the three components that Temkin Group measures in its industry standard customer experience metric, the Temkin Experience Ratings (along with success and effort). This measurement shows the degree to which customers have had a positive or negative emotional experience.

Based on a study of 10,000 U.S consumers, the 2018 Temkin Emotion Ratings evaluates the customer experience of 318 companies across 20 industries. Wegmans earned the highest rating (78%), followed by H-E-B (76%), Aldi (75%), Bed & Body Works (74%), Regions Bank (74%), and Baskin Robbins (74%).

At the other end of the spectrum, Cox Communications earned the lowest ratings (32%), just slightly behind Comcast (34%), Spectrum (35%), and Optimum (35%).

"Emotions are the cornerstone to loyalty, so every company must actively consider how its interactions affect their customers' emotions ," states Bruce Temkin, managing partner of Temkin Group.

Here are other highlights from the 2018 Temkin Emotion Ratings:

On average, supermarkets, earned the highest ratings (68%), followed by fast food chains (65%), hotels (64%), and retailers (64%). TV/Internet service providers (40%) and health plans (46%) earned "very poor" average scores.
Ten companies earned ratings that are 10 or more points above their industry averages: Georgia Power, Regions Bank, ACE Rent A Car, Alaska Airlines, Alabama Power Company, Citizens Bank, USAA (for credit cards and banking), credit unions, and Bath & Body Works.
Nine companies earned ratings that are 12 or more points below their industry averages: Hitachi, Consolidated Edison of NY, Days Inn, DHL, Haier, Chrysler, CarMax, Spirit Airlines, and Motel 6.
We compared Temkin Emotion Ratings between 2017 and 2018 and found that nine companies improved by at least eight points: BCBS of Florida, MetroPCS, Dollar General, Airbnb, Avis, Aldi, Wawa Food Markets, Taco Bell, and Hyundai.
Eight companies dropped by 15 or more points over the previous year: Hitachi, Audi, Amazon Fresh, Southern California Edison, Haier, HSBC, TXU Energy, and Appalachian Power Company.
Led by a seven point drop in utilities and a four point drop in auto dealers, 18 of the 20 industries declined over the previous year.

In its eighth year of publication, the 2018 Temkin emotion Ratings (which is part of the Temkin Experience Ratings) examines customer experience 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 Temkin Experience Ratings (which includes the Temkin Emotion Ratings) along with other ratings can be accessed at the Temkin Ratings website, www.TemkinRatings.com.

The report "2018 Temkin Experience Ratings" 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, consulting, and training 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. Its CX Institute offers online training that helps all employees understand their role in becoming more customer-centric. For more information, contact Bruce Temkin at 617-916-2075 or send an email to [email protected].

Customer Experience Matters is a registered trademark of Temkin Group.

SOURCE Temkin Group