The Customer Experience Journal
Best & Worst Of Customer Service
August 2011


As companies examine their customers' journeys, they often find that customer service is a key moment of truth. That's why we've identified Customer Service Rejuvenation as one of the 8 Customer Experience Megatrends.

But how good are companies during these key moments?

In this month's edition of the Customer Experience Journal, we examine the 2011 Temkin Customer Service Ratings. In addition, we highlight blog posts about health care, banking, and unstructured data.
 2011 Temkin Customer Service Ratings

We recently published the 2011 Temkin Customer Service Ratings that examines the customer service of 129 large US companies based on feedback from 6,000 US consumers.  


Only 9% of firms receive "strong" ratings, while 70% are rated as either "weak" or "very weak." Kudos to these top 12 companies for their "strong" customer service ratings:    


1. USAA (insurance)
2. Edward Jones (investments)
3 (tie). Courtyard By Marriott (hotels)
3 (tie). Sam's Club (retail)
5 (tie). Kohl's (retail)
5 (tie). Lowe's (retail)
5 (tie). Marriott (hotels)
8 (tie). BJ's Wholesale Club (retail)
8 (tie). Costco (retail)
8 (tie). Hyatt (hotels)

11 (tie). Walgreens (retail)

11 (tie). Vanguard (investments) 


At the other end of the spectrum, here are the bottom five companies in the ratings:


129. Comcast (TV service)

128. Charter Communications (TV service)

127. Comcast (Internet service)

126. Charter Communications (Internet service)

125. HSBC (Credit cards) 


While it's clear that Comcast and Charter Communications dominate the bottom, the results show that their industries (along with health plans) suffer from an epidemic of bad customer service.


2011 Temkin Customer Service Industry Ratings    

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

 Customer Experience Matters Blog

Here are some recent posts from Customer Experience Matters:
Customer Experience Professionals Association Update

The founding period for the Customer Experience Professionals Association ( came to an end last month. We are thrilled to have over 60 founding corporate members and our community is approaching 700 professionals.

We recently held two webinars, one on the role of the chief customer/experience officer and the other on how companies can take advantage of unstructured data. The association continues to build great content like this to help practitioners improve their organizations' customer experience.

We announced the formation of five committees, each led by two senior customer experience professionals: Marketing, Education, Networking, Membership, and Professional Development. These groups will identify and deliver great things for our members. 

I'm also excited about our first CXPA members meeting which will be held in Boston on October 19th and 20th. We're working on the agenda which will include a half-day session at Fenway Park and the announcement of 1to1 Customer Champions.

If you're a member, then mark your calendar. If you're not, then it's time to join
Temkin Group Update

We have exciting research coming out over the next month which includes the The State Of VoC Programs, 2011 Temkin Trust Ratings, Health Plan Buying Experience and an evaluation of online auto insurance coverage decision tools.

If you're looking to accelerate your organization's customer experience transformation efforts, here are a number of ways that
Temkin Group can help:
  • 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 curricula 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
Drop me a line at, visit our Website at, or give us a call at (617) 916-2075.

Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group

Chair, Customer Experience Professionals Association

Follow me on Twitter  
In This Issue
> 2011 Temkin Customer Service Ratings
> Customer Experience Matters Blog
> CXPA Update
> Temkin Group Update
> Customer Experience Tidbits
> Voice of the customer resources
Temkin Group
We are a research and consulting firm that combines thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their customer experience transformational efforts
Related Customer Service Posts

The 6 Levels Of Proactive Support

Happy National Customer Service Week!

Contact Centers Enter The Loyalty Mix

8 Symptoms Of Social Schizophrenia

Customer Experience


> 77% of Mac buyers are satisfied with the customer service, compared with 64% of PC buyers. 


> Led by Amazon & Regions, only 7% of 119 companies are "good" or "very good" in the 2011 Temkin Web Experience Ratings 


> Enterprise Feedback Management (EFM) is an outdated term describing vendors that support voice of the customer programs


> Stop dreaming about an "ultimate question." That's just one of
9 recommendations for Net Promoter Score


> In just about every industry we examined, 55 to 74 year-olds are the most likely to recommend companies to friends and relatives  


> Only 7% of companies think that their company is a customer experience leader today, but 61% want to be their industry leader within three years   


> A modest improvement in customer experience can drive up to $308 million of incremental revenue over three years for every $1 billion in annual sales  

Quick Links

Temkin Group Website 


Customer Experience Matters Blog 


Temkin Ratings  


Customer Experience Professionals Association 

Voice Of The Customer (VoC) Resources

6 Ds For Voice Of The Customer Programs is one of the many resources on our VoC topic page

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