For the 5th year running, the Temkin Experience Ratings has been compiled by researching 10,000 American consumers who have interacted with almost 300 retailers in the US. This survey breaks down by industry sector, how they evaluated their CX across a range of factors including Success (how companies are meeting the needs of their customers), Effort (Customer ease and accessibility) and Emotion (personal views on the customer experience at relevant touchpoints).
The top three companies providing a positive experience included Aldi, Publix and H-E-B and 5 out of the 12 top companies were from supermarkets. Whereby, those serving low customer experience were Coventry Health Care, Fox Rent a Car, Comcast and Fujitsu.
The Infographic gathers some more insights and there is proof how CX impacts purchase, when 29% of consumers would buy more after a positive experience with the brand.
The Temkin experience review gives a multichannel benchmark, for an online benchmark we recommend the ACSI website Customer Satisfaction benchmarks.
By Susanne Colwyn
Susanne is a Marketing Consultant and Trainer, with over 20 years marketing experience in the public and private sector. She's passionate about supporting companies with practical result driven marketing, to help focus companies on evaluating and driving their marketing forward. Experienced in Integrated Strategic Marketing Planning, Data Segmentation, Customer Relationship Management Systems, Customer Insight and reviewing internal systems, data and processes, to maximise conversion strategies and the customer experience. You can connect with her via her LinkedIn or follow her @Qtymarketing.
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