2011 Temkin Web Experience Ratings

We recently published the 2011 Temkin Web Experience Ratings that examines the Web experience of 119 large US companies based on feedback from 6,000 US consumers. Seventy percent of the companies received either a "Poor" or "Very Poor" rating, but kudos to the eight top firms that were either "Good" or "Very Good:"

1. Amazon.com

2. Regions

3. USAA (insurance)

4. Discover

5. USAA (Bank)

6. Vanguard

7. eBay

8. Southwest Airlines

Here are the industry results for the report, which highlight the lack of good Web experience, especially for health plans, Internet service providers, and TV service providers.

To access data for all firms, visit the Temkin Ratings website. 

 How Social Media Affects Purchase Decisions

In the report, Social Media's Limited Affect On Purchase Decisions, we examined how consumers used different sources of information in their recent purchases of cell phones, TVs, computers, insurance policies, health plans and credit cards.  

To examine the impact of social media, we calculated the Temkin Purchase Influence Index (TPII). Social media has the highest affect on computers and the lowest on health plans. Here are the high-level results:

While the overall results show very few areas where social media has a strong influence on these purchases, a deeper analysis of consumers by age, income, ethnicity, and education uncovers pockets of stronger (and weaker) social media influence.

The PC Buying Experience, 2011

In the report, The PC Buying Experience, 2011, we surveyed 842 US consumers who had recently purchased a computer. The research examines satisfaction across the new purchase/ownership process, purchase drivers, and decision criteria.

No surprise, Apple buyers are more satisfied than PC buyers across the entire new ownership cycle. But the gap is largest when it comes to customer service. 

The report also examines this data by PC brands. That analysis shows that HP and Dell are much more competitive with Apple than are "other" PC makers. HP outpaces Apple when it comes to the process of purchasing the computer and Dell is only one percentage point behind Apple when it comes to the ease of setting up a computer.  

And, get this... Buyers of computers from Apple, Dells, and HP are equally satisfied with the computer they purchased.

Temkin Group Update

• Assessments of customer experience efforts, to identify gaps and opportunities to accelerate your transformation efforts
• Speeches and webinars on a wide range of customer experience and leadership topics
• Interactive workshops for executive teams or other groups to gain alignment around key customer experience principles and priorities or to develop plans in areas such as voice of the customer programs
• Educational curriculum to establish and reinforce an understanding of proven customer experience principles across an organization
• Strategy reviews of marketing and product plans for vendors who want to help companies transform their customer experience