2017 Research

  • State of Voice of the Customer Programs, 2017

    October 2017

    For the seventh straight year, Temkin Group has benchmarked the competency and maturity levels of voice of the customer (VoC) programs within large organizations. This year we surveyed close to 200 large companies and asked them to complete Temkin Group’s VoC Competency and Maturity Assessment, which evaluates their capabilities across what we call the “Six […]

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  • Net Promoter Score Benchmark Study, 2017

    October 2017

    Many large companies use Net Promoter® Score (NPS) to evaluate their customers’ loyalty. To compare scores across organizations and industries, Temkin Group measured the NPS of almost 300 companies across 20 industries based on a survey of 10,000 U.S. consumers. Here are the highlights from this benchmark: With an NPS of 66, USAA’s insurance business […]

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  • 25 Tips For Becoming A More Purposeful Leader

    October 2017

    One of Temkn Group’s Four CX Core Competencies is Purposeful Leadership. To master this competency, a company must be able to affirmatively answer the question, “Do your leaders operate with a clear, well-articulated set of values?” Purposeful leaders create an engaged workforce and help their organizations deliver positive customer experiences. This eBook contains 25 easily adoptable tips from […]

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  • Tech Vendor NPS Benchmark, 2017 (B2B)

    September 2017

    For the sixth year in a row, we looked at the correlation between NPS and loyalty for technology vendors. To examine this link, we surveyed 800 IT decision-makers from large North American firms, asking about their relationships with their technology providers. Through this research, we found that: Across the 58 tech vendors we examined, NPS […]

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  • Dataset: 2017 Temkin Online Ratings (U.S.)

    August 2017

    The 2017 Temkin Online Ratings (TOR) rates 282 companies across 20 industries based on a study of 10,000 U.S. consumers. This product is the dataset, in excel, for the 2017 TOR. It includes data for all 282 companies and 20 industries, the changes in TOR between 2016 and 2017, and the difference in TOR across age groups for […]

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  • Infusing Culture Throughout The New Employee Journey

    August 2017

    A company’s culture reflects the attitudes and behaviors of its employees and influences almost every aspect of the employee journey and experience. However, despite its importance, many companies fail to orient new employees to their culture during onboarding. Rather than helping new hires form long-term connections with the organization and its values, companies often use […]

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  • Dataset: 2017 UK Net Promoter Score Benchmark

    July 2017

    In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to provide Net Promoter Score (NPS) ratings for the companies that they had interacted with during the previous 90 days. We used that data to create an NPS benchmark of 157 companies across 16 industries. You can purchase and download the dataset, […]

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  • Renovating Your Voice of the Customer Program

    July 2017

    Voice of the customer (VoC) programs are essential to any customer experience effort. In recent years, VoC efforts have continued to expand and support their organizations; however, going forward they will need to adapt to significant changes in data sources, technology, operational pressures, and consumer behavior. In this report, Temkin Group details how companies can […]

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  • Economics of Net Promoter Score, 2017

    July 2017

    Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty? To uncover the relationship between NPS and loyalty, we asked 10,000 U.S. consumers to give an NPS to 331 companies across 20 industries, and we then looked at how this […]

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  • Dataset: 2017 Temkin Trust Ratings, UK

    July 2017

    Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S. This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list of […]

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  • Activating Executive Commitment to CX

    June 2017

    Organizations that want to drive sustainable customer experience (CX) improvements need to have senior executives who are committed to propel change throughout the entire journey. Successful transformation efforts require senior executives to set the direction, lead communication efforts, model desired behaviors, align resources, and hold the rest of the organization accountable. However, CX leaders and […]

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  • Dataset: 2017 Temkin Customer Service Ratings (U.S.)

    June 2017

    The 2017 Temkin Customer Service Ratings (TCSR) rates 295 companies across 20 industries based on a study of 10,000 U.S. consumers. This product is the dataset, in excel, for the 2017 TCSR. It includes data for all 295 companies and 20 industries, the changes in TCSR between 2016 and 2017, and the difference inTCSR across age groups for […]

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  • Dataset: 2017 Temkin Forgiveness Ratings, UK

    June 2017

    Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S. This year, we’re publishing the Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 […]

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  • Dataset: 2017 Temkin Trust Ratings (U.S.)

    June 2017

    The 2017 Temkin Trust Ratings (TTR) rates 329 companies across 20 industries based on a study of 10,000 U.S. consumers. This product is the dataset, in excel, for the 2017 TTR. It includes data for all 329 companies and 20 industries, the changes in TTR between 2016 and 2017, and the difference in TFR across age groups for […]

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  • Employee Engagement Competency & Maturity, 2017

    June 2017

    Engaged employees are critical assets to their organization. It’s not surprising, therefore, that customer experience leaders have more engaged employees than their peers. To understand how companies are engaging their employees, we surveyed 169 large companies and compared their responses with similar studies we’ve conducted in previous years. We also asked survey respondents to complete […]

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  • The Shift To Customer Journey Insights

    May 2017

    Customer insights are critical to customer experience programs. However, current insights’ efforts tend to focus on individual interactions rather than on a customer’s entire journey, and as a result, they often fail to provide a complete picture of a customer’s experience with the company. This report helps companies shift their insights efforts from concentrating narrowly […]

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  • What Happens After a Good or Bad Experience, 2017

    May 2017

    To understand how good and bad experiences effect customer behavior, we asked 10,000 U.S. consumers about their recent interactions with more than 300 companies across 20 industries. We then compared results with similar studies we’ve conducted over the previous six years. Here are some highlights: About 19% of the customers who interacted with Internet service […]

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  • The State of CX Management, 2017

    May 2017

    For the eighth straight year, Temkin Group has evaluated the state of Customer Experience (CX) management at large companies. It includes a lot of details about customer experience within large organizations and examines their effectiveness across Temkin Group’s Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. When we analyzed […]

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  • The Four Customer Experience Core Competencies

    April 2017

    If you are only going to read only one thing about customer experience, then this report is it. It’s the blueprint for building a customer-centric organization… and it’s free. This report is an update to our groundbreaking research that was originally published in 2010 and updated in 2013. Temkin Group has conducted multiple large-scale studies demonstrating that […]

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  • Humanizing Digital Interactions

    April 2017

    Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, especially during digital interactions, which is problematic as customers are […]

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  • Dataset: 2017 Temkin Forgiveness Ratings (U.S.)

    April 2017

    Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for seven years. The 2017 Temkin Forgiveness Ratings rates 329 companies across 20 industries based on a study of 10,000 U.S. consumers. This product is the dataset, in excel, […]

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  • 2017 Temkin Experience Ratings, UK

    April 2017

    The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate their recent interactions with 157 companies across 16 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Here are some highlights from the research: Co-op, M&S Food, […]

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  • Employee Engagement Benchmark Study, 2017

    March 2017

    For the sixth year in a row, Temkin Group used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that: Sixty-three percent of U.S. employees are “highly” or “moderately” engaged – the highest level we’ve seen in the six years we’ve conducted this study. Companies that […]

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  • Data Snapshot: Media Use Benchmark, 2017

    March 2017

    In January 2017, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we collected in January 2016, January 2015, January 2014, January 2013, and January 2012. Our analysis examines the amount of time consumers spend every day watching television, browsing the Internet (for both work and leisure), […]

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  • 2017 Temkin Experience Ratings (U.S.)

    March 2017

    2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 331 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. You can purchase […]

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  • Dataset: 2017 Temkin Experience Ratings (U.S.)

    This product is the dataset, in excel, for the 2017 Temkin Experience Ratings (TxR). It includes the TxR and each of the three subs-components (success, effort, and emotion) for 331 companies and 20 industries, the changes in TxR between 2016 and 2017, and the difference in TxR across age groups for each industry. See the […]

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  • State of the CX Profession, 2017

    February 2017

    To understand the mindset and roles of customer experience professionals today, we surveyed 237 CX professionals and then compared their responses to similar studies we’ve conducted over the previous five years. We them how their CX efforts impacted their organization last year and about their plans for the coming year. This report also includes a […]

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  • Data Snapshot: CX Expectations and Plans for 2017

    February 2017

    In December 2016, Temkin Group surveyed 165 respondents – each from a company with $500 million or more in annual revenues – about their customer experience efforts over the past year and their plans for 2017 and beyond. We compared the results of this survey to the results of similar surveys we’ve conducted over the […]

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  • Engaging A Tethered Workforce

    January 2017

    Companies across a number of industries create and deliver customer experiences (CX) through a combination of traditional employees and other workers who they do not directly control – such as contractors or employees of channel partners or outsourcing partners. Despite not being directly employed by the company, these other workers – who make up what […]

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  • Tech Vendors: Product and Relationship Satisfaction, 2017

    January 2017

    During Q3 of 2016, we surveyed 800 IT decision-makers from companies with at least $250 million in annual revenues, asking them to rate both the products of and their relationships with 62 different tech vendors. HPE outsourcing, Google, and IBM SPSS earned the top overall scores, while Trend Micro, Infosys, and SunGard received the lowest […]

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  • Lessons in CX Excellence, 2017

    January 2017

    This year, we named five organizations the winners of Temkin Group’s 2016 Customer Experience Excellence Award – Business Development Bank of Canada (BDC), Century Support Services, Crowe Horwath, Oxford Properties, and VCA. This report highlights specific examples of how these companies’ customer experience (CX) efforts have created value for both their customers and for their […]

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2016 Research

  • The State of CX Metrics, 2016

    December 2016

    Temkin Group surveyed 183 companies to learn about how they use customer experience (CX) metrics and then compared their answers with similar studies we’ve conducted every year since 2011. We found that the most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is transactional interaction satisfaction. Only 10% of […]

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  • Capturing Insights from Online Customer Communities

    December 2016

    Companies across a range of industries use online customer communities to augment their customer support, marketing, and product innovation efforts. However, when used thoughtfully, these online communities can provide value far beyond their original purpose. Because these communities signify an ongoing relationship between the company and participating customers, customer insights teams will find that these […]

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  • Temkin Loyalty Index, 2016

    November 2016

    The 2016 Temkin Loyalty Index (TLi) evaluates how loyal 10,000 U.S. consumers feel towards 294 companies across 20 industries. To determine companies’ TLi, we asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting […]

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  • 2016 Temkin Experience Ratings of Tech Vendors

    October 2016

    The 2016 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors. We surveyed 800 IT decision-makers from large companies regarding three components – success, effort, and emotion – of their experiences with these IT providers. Out of all the vendors we looked at, HPE outsourcing, IBM SPSS, and Google […]

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  • ROI of Customer Experience, 2016

    October 2016

    To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to different companies. To examine the CX component, we used the 2016 Temkin Experience Ratings (TxR), which evaluated 294 companies. Our analysis shows that there’s a very large correlation […]

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  • State of Voice of the Customer Programs, 2016

    October 2016

    competency and maturity levels of voice of the customer (VoC) programs within large organizations. We found that while most companies think that their VoC efforts are successful, less than one-third of companies actually consider themselves good at reviewing implications that cut across the organization. Respondents think that in the future, the most important source of […]

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  • Net Promoter Score Benchmark Study, 2016

    October 2016

    As many large companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, Temkin Group measured the NPS of 315 companies across 20 industries. With an NPS of 68, USAA’s insurance business earned the highest score in the study for the fourth year in a row. Four other companies also earned an NPS of […]

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  • eBook: 25 Tips For Tapping Into Customer Emotions

    October 2016

    Emotions play an essential role in how people form judgments and make decisions. Consequently, a customer’s emotional response to an experience with a company has a significant impact on their loyalty to that company. To help you improve your customer experience, we’ve compiled a list of 25 examples from companies who are tapping into customer […]

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  • Data Snapshot: Channel Preferences Benchmark, 2016

    September 2016

    In Q3 2016, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different activities—such as selecting a life insurance policy or applying for a new credit card—and compared them to the results of a similar study conducted in 2015. This data snapshot examines how channel preferences vary across age groups, how these […]

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  • Tech Vendor NPS Benchmark, 2016 (B2B)

    September 2016

    For the fifth year in a row, we examined the link between Net Promoter Scores® (NPS®) and loyalty for technology vendors. We surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Of the 62 tech vendors we evaluated, IBM, HPE outsourcing, IBM SPSS, and VMware earned […]

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  • Data Snapshot: Social Media Benchmark, 2016

    August 2016

    In January 2016, we surveyed 10,000 U.S. consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, January 2014, & January 2015. This analysis looks at the frequency with which consumers in different age […]

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  • Five C’s of Mobile VoC Disruption

    July 2016

    As mobile continues to grow in importance, companies will need to renovate their voice of the customer (VoC) programs. Why? Because mobile is more than just another communications channel – it is transforming the way that companies and customers interact. To help companies modernize their VoC programs to account for this increase in mobile usage, […]

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  • Dataset: 2016 Temkin Web Experience Ratings

    July 2016

    For the third straight year, USAA took the top spot in the Temkin Web Experience Ratings. Based on a study of 10,000 U.S. consumers, the 2016 Temkin Web Experience Ratings examine 257 companies across 20 industries. USAA earned the top spot for its banking business, followed by Regions Bank andAmazon.com tied for the second spot. USAA was also […]

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  • State of Employee Engagement Maturity, 2016

    July 2016

    Engaged employees are critical assets for any customer experience effort. As engaged employees are critical assets, it’s not surprising our data shows that customer experience leaders have more engaged employees than their peers. To understand what companies are doing to engage their employees, we surveyed more than 150 large companies and compared their responses with […]

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  • Economics of Net Promoter Score, 2016

    June 2016

    Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty. We […]

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  • Dataset: 2016 Temkin Customer Service Ratings

    June 2016

    The 2016 Temkin Customer Service Ratings rates 277 companies across 20 industries based on a study of 10,000 U.S. consumers. This product is the dataset, in excel, for the 2016 Customer Service Ratings (TCSR). It includes the TCSR for 294 companies and 20 industries, the changes in TCSR between 2015 and 2016, and the difference […]

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  • The State of the CX Management, 2016

    June 2016

    For the seventh straight year, Temkin Group surveyed large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity. Most companies have a CX executive leading the charge, a central team coordinating significant CX activities, and a staff of six to 10 full-time […]

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  • Emotion-Infused Experience Design

    June 2016

    Emotions play an essential role in how people make decisions. Consequently, how a customer feels about their experience with a company has the most significant impact on their loyalty to that company. And yet despite their importance, both customers and companies agree that organizations do a poor job of engaging customers’ emotions. To help companies […]

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  • Dataset: 2016 Temkin Forgiveness Ratings (U.S.)

    May 2016

    The 2016 Temkin Forgiveness Ratings (TFR) is the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the willingness of consumers to forgive 294 organizations across 20 industries. USAA ‘s banking business and Publix took the top spots in the 2016 Temkin Forgiveness Ratings. USAA (credit cards), Amazon.com (for retail and computer & tablets), Food Lion, H-E-B, Wawa Food Markets, and […]

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  • Dataset: 2016 Temkin Trust Ratings (U.S.)

    April 2016

    The 2016 Temkin Trust Ratings (TTR) is the sixth year of the ratings. It uses feedback from 10,000 U.S. consumers to rate the level of trust that consumers have with 294 organizations across 20 industries. For the second straight year, USAA (for banking and insurance) took the top two spots in the TTR. The next highest scoring companies are credit unions, Publix, Mercedes-Benz, USAA […]

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  • Customer-Infused Process Improvement

    April 2016

    Rather than abandoning existing process improvement methodologies, Temkin Group recommends bringing a customer orientation into your efforts. by tapping into these best practices across five strategies of Customer-Infused Process Change:

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  • What Happens After a Good or Bad Experience, 2016

    March 2016

    We asked 10,000 U.S. consumers about their recent interactions with 315 companies across 20 industries, and compared results with similar studies over the previous five years. More than 20% of the customers of Internet service providers and TV service providers reported a bad experience, considerably above the rates for any other industry. Air Tran Airways, […]

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  • The Federated Customer Experience Model

    March 2016

    When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines of business and a lack of resources to reach across the company. In its […]

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  • Data Snapshot: Media Use Benchmark, 2016

    March 2016

    In January 2016, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we collected in January 2015, January 2014, January 2013, and January 2012. Our analysis examines the amount of time consumers spend every day watching television, browsing the Internet (for both work and leisure), reading books […]

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  • Dataset: 2016 Temkin Experience Ratings

    March 2016

    This product is the dataset, in excel, for the 2016 Temkin Experience Ratings (TxR). It includes the TxR and each of the three subs-components (success, effort, and emotion) for 294 companies and 20 industries, the changes in TxR between 2015 and 2016, and the difference in TxR across age groups for each industry. The companies […]

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  • 2016 Temkin Experience Ratings

    2016 marks the sixth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. This year, Publix and H-E-B earned the top two spots, and supermarket chains overall took six of the top 11 spots. At the other end of the spectrum, Fujitsu received the lowest score of […]

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  • Mobile Experience Review: Purchasing an eGift Card

    March 2016

    As more customers use smartphones, companies need to adjust their websites and processes for the smaller screens. To evaluate the customer experience of mobile websites, we used Temkin Group’s SLICE-B experience review methodology to assess the experience of purchasing an eGift Card from ten large retailers: Macy’s, Kohl’s, Amazon, Barnes & Noble, Petco, Petsmart, Kroger, […]

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  • State of the CX Profession, 2016

    February 2016

    To better understand the mindset and roles of CX professionals today, we surveyed 208 CX professionals and then compared their responses to similar studies we’ve conducted over the previous four years. Eighty-six percent of respondents reported that their CX efforts positively impacted their organization’s business results in 2015, while 96% believe that customer experience is […]

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  • Employee Engagement Benchmark Study, 2016

    February 2016

    We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that employee engagement has stayed relatively flat since last year, but engagement levels still vary by organization, industry, and individual. Companies with stronger financial performances and better customer experience have employees who are considerably more […]

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  • Benchmarking HR’s Support of CX and Employee Engagement

    February 2016

    Employee engagement is a critical component of customer experience (CX). To determine how effectively human resource (HR) departments support these engagement efforts, we surveyed 300 HR professionals from large companies and compared the results to a similar study we conducted in 2012. Seventy-three percent of HR professionals believe that it’s very important for their organization […]

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  • Data Snapshot: CX Expectations and Plans for 2016

    February 2016

    In December 2015, Temkin Group surveyed 160 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2016 and beyond. We compared the results of this survey to the results of similar surveys that we completed in Q4 of […]

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  • Lessons in CX Excellence, 2016

    January 2016

    This year, we chose eight organizations as finalists for Temkin Group’s 2015 Customer Experience Excellence Award. The finalists for 2015 are EMC Global Services, Hagerty, InMoment, Safelite AutoGlass, SunPower, The Results Companies, Verint, and Wheaton | Bekins. This report provides specific examples describing how these companies’ CX efforts have created value for both their customers […]

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  • Tech Vendors: Product and Relationship Satisfaction, 2016

    January 2016

    During Q3, 2015, 800 IT professionals from companies with at least $250 million in annual revenues rated both the products of and their relationships with 62 tech vendors. The research examines satisfaction with eight areas: product/service features, product/service quality, product/service flexibility, product/service ease of use, technical support, support of the account team, cost of ownership, […]

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2015 Research

  • Make Your VoC Action-Oriented

    December 2015

    Companies recognize that customer feedback and insights are critical for understanding customers, so they often create Voice of the Customer (VoC) programs as one of their first customer experience priorities. While most respondents within large organizations believe that these efforts have been successful, Temkin Group has found that an overwhelming number of VoC programs are […]

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  • Dataset: 2015 Tech Vendor Client Success Ratings

    December 2015

    This product is an Excel worksheet with detailed 2015 Tech Vendor Client Success Ratings for 62 tech vendors. We surveyed 800 IT decision makers from large companies and asked them “How helpful are these IT vendors in making sure that your organization successfully achieves your desired value from the products and services that you have […]

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  • The State of CX Metrics, 2015

    December 2015

    Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. The most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is interaction satisfaction. And although the percentage […]

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  • B2B Customer Experience Best Practices

    November 2015

    Temkin Group research shows that although business-to-business (B2B) organizations are raising their customer experience (CX) ambitions, they still have a way to go before achieving their goals. Despite the fact that most large B2Bs have a low level of CX maturity, our research shows that 57% of them aspire to deliver industry-leading customer experience within […]

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  • 2015 Temkin Loyalty Index

    November 2015

    The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. consumers to 293 companies across 20 industries. The Index 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, and try the company’s new […]

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  • 2015 Temkin Experience Ratings of Tech Vendors

    November 2015

    The 2015 Temkin Experience Ratings of Tech Vendors evaluates the customer experience of 62 large technology vendors. We surveyed 800 IT decision makers from large companies on the success, effort, and emotion components of their experiences with these IT providers. IBM SPSS and Intel earned the top ratings, while Cognizant and BMC were at the […]

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  • State of Voice of the Customer Programs, 2015

    October 2015

    For the fifth year, Temkin Group has benchmarked the voice of the customer (VoC) programs within large organizations. We found that while most organizations consider their VoC efforts to be successful, less than one-third of organizations actually believe they are good at making changes to the business based on these insights. Respondents think that the […]

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  • ROI of Customer Experience, 2015

    October 2015

    To understand the connection between customer experience (CX) and loyalty, we examined feedback from 10,000 U.S. consumers that describes both their experiences with and their loyalty to 293 companies across 20 industries. Our analysis shows a strong correlation between customer experience and loyalty factors such as repurchasing, trying new offerings, forgiving mistakes, and recommending the […]

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  • Net Promoter Score Benchmark Study, 2015

    October 2015

    Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. The three companies with the highest scores are USAA, with an NPS of 70, and Lexus and Mercedes-Benz, each with an NPS of 62. Additionally, USAA’s banking, credit card, and insurance businesses […]

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  • eBook: 15 Tips for Engaging Employees

    October 2015

    It is impossible for an organization to deliver a great customer experience without an engaged workforce. To help you engage your employees in your customer experience journey, we have compiled a list of 15 examples of how leading-edge companies are practicing what Temkin Group calls the “Five I’s of Employee Engagement”—Inform, Inspire, Instruct, Involve, and […]

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  • Maximizing Value From Customer Journey Mapping

    September 2015

    Customer Journey Maps (CJMs) are a valuable tool for understanding how customers truly interact across an entire organization, but companies aren’t capturing enough value from their CJM efforts. Creating a CJM is only the first step in the process for change; the real benefit comes from using the insights from CJMs to drive action. In […]

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  • Tech Vendor NPS Benchmark, 2015

    September 2015

    To examine the link between Net Promoter Scores® (NPS®) and loyalty, we surveyed 800 IT decision-makers from large North American firms to learn about their relationships with their technology providers. Of the 62 tech vendors we evaluated, SAS Institute, HP outsourcing, and Intel earned the highest NPS, while Accenture, CA Technologies, and Hitachi received the […]

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  • Creating and Sustaining a Customer-Centric Culture

    September 2015

    Temkin Group defines culture as how employees think, believe, and act, and if an organization wants to differentiate its customer experience, it must address each one of these areas. However culture change is not easy. Culture change efforts are often impeded by common pitfalls, such as ignoring the existing culture or becoming impatient at the […]

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  • Data Snapshot: Channel Preferences Benchmark, 2015

    August 2015

    In Q3 2015, we surveyed 10,000 U.S. consumers about their channel preferences for performing 11 different activities—such as selecting a life insurance policy or applying for a new credit card—and compared them to the results of a similar study conducted in 2014. This data snapshot examines how channel preferences vary across age groups, how these […]

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  • Behavioral Guide to Customer Experience Design

    August 2015

    According to recent scientific research, customers make most of their decisions using intuitive thinking instead of rational thinking. Intuitive thinking relies on unconscious heuristics and biases to make decisions efficiently, and as a result, people tend to be more affected by losses than by gains, to prefer simplicity over complexity, to be affected by their […]

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  • Employee Engagement Competency & Maturity, 2015

    July 2015

    Engaged employees are critical assets for any customer experience effort. Our research of more than 200 large companies shows that front-line employees are the most engaged, while back office employees are often neglected in employee engagement efforts. We also found that two-thirds of companies survey their employees at least once a year, but less than […]

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  • Unlocking Customer Insights From Contact Centers

    July 2015

    Companies have traditionally viewed their contact centers as cost centers and have consequently focused most of their energy on making agents as efficient as possible. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. Temkin Group recommends that companies tap into this rich vein […]

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  • Dataset: 2015 Temkin Web Experience Ratings

    June 2015

    This product is the dataset, in excel, for the 2015 Temkin Web Experience Service Ratings (TWER). It includes the TWER for 262 companies and 20 industries, the changes in TWER between 2014 and 2015, and the difference in TWER across age groups for each industry. USAA earned the top spot for its banking business, followed […]

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  • Economics of Net Promoter, 2015

    June 2015

    Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 293 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty. We […]

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  • Activating Middle Managers to Drive CX Change

    June 2015

    It’s hard to get any group of employees to change their behavior when their managers are still reinforcing old processes, measurements, and beliefs. Middle managers show up in organizations under a variety of titles, but regardless of the descriptor, they are the ones who execute plans, lead teams, and direct collective efforts to produce results. […]

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  • Dataset: 2015 Temkin Customer Service Ratings

    May 2015

    This product is the dataset, in excel, for the 2015 Temkin Customer Service Ratings (TCSR). It includes the TCSR for 278 companies and 20 industries, the changes in TCSR between 2014 and 2015, and the difference in TCSR across age groups for each industry. USAA earned the top spot for its banking business, followed by […]

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  • The State of Customer Experience Management, 2015

    May 2015

    For the sixth straight year, Temkin Group surveyed nearly 200 large companies to evaluate the state of their Customer Experience (CX) management. This year we found an abundance of CX ambition and activity. Most companies have a CX executive leading the charge, a central team coordinating significant CX activities, and a staff of six to […]

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  • Data Snapshot: Social Media Benchmark, 2015

    May 2015

    In January 2015, we surveyed 10,000 U.S. consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, and January 2014. This analysis looks at the frequency with which consumers in different age groups use […]

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  • Dataset: 2015 Temkin Forgiveness Ratings

    April 2015

    This product is the dataset, in excel, for the 2015 Temkin Forgiveness Ratings (TFR). It includes the TTR for 293 companies and 20 industries, the changes in TFR between 2014 and 2015, and the difference in TTR across age groups for each industry. Based on a study of 10,000 U.S consumers, USAA took the top […]

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  • Data Snapshot: Media Use Benchmark, 2015

    April 2015

    In January 2015, we surveyed 10,000 U.S. consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. Our analysis examines the amount of time consumers spend every day watching television, browsing the Internet (for both work and leisure), reading books (both print […]

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  • State of the CX Profession, 2015

    March 2015

    professionals and then compared their responses to similar studies we conducted over the previous four years. Although 98% of respondents believe that customer experience is a great profession to work in, these professionals feel less appreciated than they did last year. Web interactions and voice of the customer programs continue to be key areas of […]

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  • Dataset: 2015 Temkin Trust Ratings

    March 2015

    This product is the dataset, in excel, for the 2015 Temkin Trust Ratings (TTR). It includes the TTR for 293 companies and 20 industries, the changes in TTR between 2014 and 2015, and the difference in TTR across age groups for each industry. Based on a study of 10,000 U.S consumers, H-E-B and credit unions […]

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  • Data Snapshot: Customer Experience Expectations and Plans for 2015

    March 2015

    This is our annual analysis of CX priorities and spending within large organizations. In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond. We compared the […]

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  • Engaging Millennials in the Workplace

    March 2015

    Common estimates predict that the Millennial generation—those born between 1980 and 2000—will make up 60% of the workforce by 2020. As with each previous generation, this group of employees brings its own set of expectations, attitudes, and approaches to the job, which creates both challenges and opportunities for the organizations that employ them. Temkin Group […]

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  • 2015 Temkin Experience Ratings

    March 2015

    2015 marks the fifth year of the Temkin Experience Ratings, and this year, supermarkets dominated the ratings. Publix earned the top spot, closely followed by Aldi and H-E-B. In addition to earning the top three positions, supermarkets also took five of the top 12 spots. Retailers also performed well, with both PetSmart and Amazon.com making […]

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  • Dataset: 2015 Temkin Experience Ratings

    This product is the dataset, in Excel, for the 2015 Temkin Experience Ratings (TxR). It includes the TxR and each of the three sub-components of the ratings (success, effort, and emotion) for 293 companies and 20 industries, the changes in TxR between 2014 and 2015, and the difference in the 2015 TxR across age groups […]

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  • What Happens After a Good or Bad Experience, 2015

    February 2015

    To understand the effect of good and bad experiences, we asked 10,000 U.S. consumers about their recent interactions with 283 companies across 20 industries. Internet service providers and TV service providers deliver bad experiences more frequently than any other industries, as exemplified by Comcast and Charter Communications, each of which delivers a bad experience to […]

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  • Employee Engagement Benchmark Study, 2015

    February 2015

    We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. employees. We found that although employee engagement overall has increased over the past year, engagement levels still vary by organization, industry, and individual. Companies with stronger financial performances and better customer experience have employees who are considerably more […]

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  • Lessons in CX Excellence, 2015

    January 2015

    The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. The report, which is 98 pages long, includes an appendix with the finalists’ nomination forms. This report has rich insights about both B2B and B2C customer experience. This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer […]

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2014 Research

  • The State of Customer Experience Metrics, 2014

    December 2014

    Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011. The most commonly used metrics continue to be likelihood-to-recommend and satisfaction, while the most successful metric is interaction satisfaction.  And although the percentage […]

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  • The Future of Customer Experience Insights

    December 2014

    Although most organizations describe their voice of the customer program as a success, we’ve found that companies do not get nearly the value they should out of these efforts. VoC programs currently suffer from bloated surveys, isolated datasets, and outdated technology. Our research into leading practices uncovered five trends that will redefine how customer insights […]

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    $195.00

  • 2014 Temkin Experience Ratings of Tech Vendors

    December 2014

    This product includes a report (.pdf) and dataset (excel). The dataset has the details of the Temkin Experience Ratings for the 62 tech vendors as well as data on each vendor’s likelihood to repurchase, 2014 Temkin Forgiveness Ratings, and 2014 Temkin Trust Ratings. The Temkin Experience Ratings for Tech Vendors evaluates three areas of customer […]

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    $695.00

  • The Secret to B2B2C Customer Experience Success

    December 2014

    Many companies reach their end customers through a variety of channel partners—from independent agents and dealerships, to resellers and distributors. Temkin Group defines B2B2C customer experience as enhancing the end customer experience in a way that satisfies the needs of channel partners. The B2B2C environment is complex and full of challenges that hamper companies’ ability […]

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    $195.00

  • Evaluating Mobile eGift Card Purchasing Experiences

    November 2014

    Although smartphones are a convenient interaction channel, their small screens pose serious design challenges for companies. To evaluate the customer experience of mobile websites, we used Temkin Group’s SLICE-B experience review methodology to assess the experience of buying an eGift Card from ten large retailers: Home Depot, Lowe’s, Walmart, Target, Walgreens, CVS, Starbucks, Dunkin’ Donuts, […]

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    $195.00

  • Net Promoter Score Benchmark Study, 2014

    October 2014

    We measured the Net Promoter Score of 283 companies across 20 industries based on a survey of 10,000 U.S. consumers in Q3 2014. USAA and JetBlue took the top two spots, each with an NPS of more than 60. USAA’s banking, credit card, and insurance businesses outpaced their industries’ averages by more than any other […]

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    $495.00

  • State of Voice of the Customer Programs, 2014

    October 2014

    For the fourth straight year, Temkin Group has benchmarked the maturity of voice of the customer (VoC) programs within large organizations. Despite a slight drop in staffing numbers and executive involvement, companies’ VoC efforts continue to deliver successful results. While companies today are investing more money into most VoC solutions, spending on text analytics and […]

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    $195.00

  • eBook: 25 Tips for Amplifying Empathy

    October 2014

    As I mentioned in my 14 Customer Experience Trends for 2014, this year will be the “Year of Empathy.” Given the focus on this key area, Temkin Group created the Amplify Empathy movement. So when we were thinking about our CX Day celebration, it seemed like a perfect fit for us to do something about empathy.

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  • Case Studies in Text Analytics

    September 2014

    To help organizations understand how to use text analytics to transform their VoC programs, we have compiled five case studies from companies that have successfully utilized this capability. This report offers insights into their efforts, describing how Safelite drives value with a small team, how Firstsource ventures beyond service quality and training, how American Express […]

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    $195.00

  • RoI of Customer Experience, 2014

    September 2014

    To understand how customer experience corresponds to loyalty, we examined feedback from 10,000 U.S. consumers describing their experiences with and their loyalty to 268 companies. Our analysis shows a strong correlation between customer experience and loyalty factors such as repurchasing, trying new offerings, forgiving mistakes, and recommending the company to friends and colleagues. We compared […]

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    $395.00

  • Dataset: Temkin Innovation Equity Index

    August 2014

    The Temkin Innovation Equity Index is based on consumer feedback of their recent interactions with companies. The dataset, which is in Excel, includes the 2014 Temkin Innovation Equity Index for the 254 companies across 19 industries. The ratings are based on a survey of 10,000 U.S. consumers in January 2014. In addition, it shows provides […]

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    $195.00

  • Social Employee Engagement

    August 2014

    Temkin Group research shows that engaged employees are valuable assets. They try harder at work, are less likely to look for a new job, and feel more committed to helping the company succeed. We found that companies with stronger employee engagement competencies are more likely to use social tools as part of their internal efforts […]

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    $195.00

  • Tech Vendor NPS Benchmark, 2014

    July 2014

    We surveyed IT decision makers from more than 800 large North American firms to understand how they view their tech vendors. One of the questions we asked provides Net Promoter Scores® (NPS®) for 63 of those companies. EDS and VMware earned the highest NPS while Autodesk and Cognizant earned the lowest. The overall industry average […]

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    $695.00

  • State of Employee Engagement Activities, 2014

    July 2014

    Although engaged employees are a vital component of any successful organization, we have found that only 50% of employees at large organizations feel engaged. To understand how companies are working to improve these engagement levels, we surveyed executives from more than 200 large organizations. We found that frontline employees are the most engaged, and that […]

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    $195.00

  • Raising Customer-Centricity Across the B2B Enterprise

    June 2014

    Temkin Group research shows that good customer experience (CX) drives loyalty with business customers. These same business customers, influenced by their personal experiences as consumers, have raised their expectations in their business-to-business (B2B) relationships. While most large B2B organizations have a low level of CX maturity, our research shows that 56% of them have the […]

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    $195.00

  • Data Snapshot: Social Media Benchmark, 2014

    June 2014

    In January 2014, we surveyed 10,000 U.S. consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012 and January 2013. This analysis looks at the frequency with which consumers in different age groups use computers and […]

    Read More

    $195.00

  • Dataset: 2014 Temkin Web Experience Ratings

    June 2014

    The Temkin Web Experience Ratings are based on consumer feedback of their recent interactions with companies. The dataset, which is in Excel, includes the Temkin Web Experience Ratings for the 222 companies in the 2014 ratings. In addition, it shows changes from last year’s ratings and provides average industry ratings across age groups of consumers. […]

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    $295.00

  • Dataset: 2014 Temkin Customer Service Ratings

    May 2014

    The Temkin Customer Service Ratings are based on consumer feedback of their recent interactions with companies. The dataset, which is in Excel, includes the Temkin Customer Service Ratings for the 233 companies in the 2014 ratings. In addition, it shows changes from last year’s ratings and provides average industry ratings across age groups of consumers. […]

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    $295.00

  • Text Analytics Reshapes VoC Programs

    May 2014

    Although companies today are investing more resources in their voice of the customer (VoC) programs, a majority of these efforts continue to linger in the early stages of maturity. Unlike many of the less mature VoC programs, which primarily concentrate on reporting metrics from multiple-choice surveys, the more advanced VoC programs focus instead on finding […]

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    $195.00