2017 Research

  • 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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