WABAN, Mass., July 2, 2018 /PRNewswire/ -- Temkin Group announces the publication of the 2018 Temkin Effort Ratings, the eighth year that the company has published the industry's most comprehensive benchmark of customer effort.
Effort represents a critical component in how customers view their interactions with an organization. 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 emotion). This measurement shows the degree to which customers view companies as either easy or hard to work with.
Based on a study of 10,000 U.S consumers, the 2018 Temkin Effort Ratings evaluates the customer experience of 318 companies across 20 industries. Wegmans earned the highest rating (90%), followed closely by Subway, Citizens Bank, Ace Hardware, and Wawa Food Markets at 89%, and USAA, credit unions, and Publix at 88%.
At the other end of the spectrum, Spirit Airlines earned the lowest ratings (43%), just slightly behind Medicaid (45%), and CarMax (46%).
"Every company should make it a priority to be as easy as possible to work with. Unfortunately there are many companies—and even entire industries—that completely miss the mark," states Bruce Temkin, managing partner of Temkin Group.
Here are other highlights from the 2018 Temkin Effort Ratings:
- On average, supermarkets, fast food chains, and retailers earned "excellent" ratings (above 80%). Health plans and TV/Internet service providers earned "poor" scores (below 60%).
- Ten companies earned ratings that are 10 or more points above their industry averages: Dish Network, USAA, Southern California Gas Company, TriCare, Whirlpool, Citizens, National Car Rental, Florida Power & Light, Georgia Power, and Southwest Airlines.
- Seven companies earned ratings that are 15 or more points below their industry averages: Spirit Airlines, HSBC, CarMax, Fujitsu, Hitachi, DHL, and Days Inn.
- We compared Temkin Effort Ratings between 2017 and 2018 and found that three companies increased by more than 10 points: MetroPCS, Avis, and Showtime. Five companies declined by 12 points or more: HSBC, CarMax, BMW, Fujitsu, and Dollar Car Rental.
- At an industry level, banks and streaming media improved the most over the previous year, while auto dealers and utilities declined the most.
In its eighth year of publication, the 2018 Temkin Effort 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 Effort 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