Last year I wrote an article about the Temkin ratings of US companies which included 6000 customer experiences across 143 industries. Temkin has just released their current report titled 2012 Temkin Experience Ratings. This time they have 10,000 US customer experiences across 206 industries.
The 18 industries included in this year’s report, in alphabetical order, are:
2. Auto Dealers
4. Car Rental Agencies
5. Personal Computer Makers
6. Credit Card Issuers
7. Fast Food Chains
8. Grocery chains
9. Health Plans
10. Hotel Chains
11. Insurance Carriers
12. Internet Service Providers
13. Investment firms
14. Major appliance Makers
15. Parcel Delivery services
17. TV Service Providers
18. Wireless Carriers
Top 12 Companies:
1. Sam’s Club (Retail)
2. Publix (Grocery)
3. Starbucks (Fast food)
4. Chick-fil-A (Fast Food)
5. Aidi (Grocery)
6. Winn-Dixie (Grocery)
7. H.E.B. (Grocery
8. Credit Unions (Bank)
9. ShopRite (Grocery)
10. Amazon (Retail)
11. Kroger (tied with Amazon and ShopRite)
12. Sonic Drive In (tied with Amazon and ShopRite)
What is amazing is that the number Amazon went from being 1st last year to 10th this year. Sam’s club was included in the top 5 last year and moved up to first place. But the other 3 top rated companies last year (Kohl’s, Costco, and Lowes) all dropped.
Kohl has one of the largest drops 9.6 points ( to 57th place)
Costco dropped 7.7 points to land in 45th place.
Lowes dropped to 18th place.
Bottom 10 Companies:
1. Earthlink (internet service)
2. Charter Communications (TV service)
3. Highmark (BCBS) (Health Plan)
4. Health Net (Health Plan)
5. Charter Communications (Internet Service)
6. Medicaid (Internet Service)
7. Anthem (BCBS) (Health Plan)
8. CIGNA (Health Plan)
9. Blue Shield of California (Health Plan)
10. Citibank (Bank)
Most of the bottom 5 companies from last year are still there except for Comcast (both TV service and internet service) which improved but is still near the bottom.
2011 Bottom rankers:
1. Anthem (BCBS)
2. Comcast (TV service)
3. CIGNA (Health Plan)
4. Charter (Internet service)
5. Comcast (Internet service)
How Ratings were calculated:
The company rated consumers responses across 3 components of customer experience and created an average index based on the answers to 3 questions:
1. Does the experience meet customers needs?
2. How easy is it for the customer to do what they want to do?
3. How to customers feel about the experience?
Bottom ratings were subtracted from top ratings in each category and then the three scores were averaged.
Temkin also provides who were top in their industries and who were the laggards.
Surprisingly 76 companies (37% of the total) earn “poor” or “very poor” ratings.
Customer Experience ratings are fragile. It seems those at the top can fall quickly and others can take their place. (look at the fall of Amazon, Kohls, Costco and Lowes). Conversely, those at the bottom of the customer experience ratings, seem to have difficulty moving up. Are they listening? Do they care? Are they even trying?
Some industries seem to do better than others. According to the report: “The top 22 firms come from only four industries: eight grocery chains, six fast food chains, six retailers, and two banks.” Health plans dominated the bottom ranks. 7 of the bottom 14 scores came from Health Plans.
Most industries improved, led by insurance carriers.
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