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2013 Temkin Customer Service Ratings
USAA earned the top two spots in the third annual Temkin Customer Service Ratings of 235 companies across 19 industries based on a survey of 10,000 U.S consumers.
Other companies at the top of the ratings include credit unions, Ace Hardware, Charles Schwab, Dollar Tree, Chick-fil-A, Sonic Drive-In, Hy-Vee, Costco, Trader Joe's, Advantage, Publix, and H.E.B.
TV service providers and Internet service providers collected nine out of ten of the bottom spots in the ratings. For the second straight year, Charter Communications took the bottom spot. The rest of the firms in the bottom five are Time Warner Cable, Cox Communications, Optimum (i/o), and CareFirst.
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Best Practices for Actively Listening to Employees
Employees are a valuable asset, not only for what they do but also for what they know. Unfortunately, companies regularly underuse or outright ignore their insights. In the report Best Practices for Actively Listening to Employees we uncovered four key areas of listening: employee satisfaction and engagement, customer experience engagement, customer experience improvement, and employee experience improvement.
This report outlines case studies from five companies with robust employee listening programs: Adobe, Fidelity, Microsoft, TELUS, and USAA. Here are some of the highlights.
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Microsoft servers and VMware earned the top scores for their products while Deloitte Consulting and Trend Micro scored the lowest in this category. VMware and SAP Analytics were the highest rated in the relationship category while Deloitte Consulting and Fujitsu fell to the bottom.
Here are the top performers in the products categories:
- Product Features: IBM SPSS and Microsoft servers
- Product Quality: VMware, Apple, SAP Analytics, and Intel
- Product Flexibility: VMware and Microsoft servers
- Product Ease of Use: Apple, Microsoft desktop, and Dell
Here are the top performers in the relationships category:
- Technical Support: VMware and IBM IT Services
- Account Team Support: VMware, SAP Analytics, and IBM SPSS
- Cost of Ownership: VMware and SAP Analytics
- Vendor Innovation: VMware and Google
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Customer Experience Day (October 1st)
This October 1st will be the first annual CX Day-a global celebration of the companies and people who are creating great experiences for customers. Check out the website to see all of the exciting things planned, including local networking events in 20+ cities across five countries and a series of live online events.
If you know someone who is doing great CX work, nominate him/her for a CX Impact Award which will be announced on CX Day. Nominations are due by Friday, September 13th.
Temkin Group is celebrating CX Day as well. I've been publishing a series of 50 CX Tips on my blog as we count down to the big day. In addition, we'll be giving away some free research with a download coupon code that we'll reveal on my twitter feed that day. We will also mark this key day by launching the 2013 CX Excellence Awards.
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Customer Experience Matters Blog
- 50 CX Tips: Simple Ideas, Powerful Results: I've published more than half of the tips so far, including innovate around customer lifecycle events, create a mission that inspires employees, obsess about customers, not competitors, map your customer's journey and test for cultural fit before you hire.
- Design Experiences to Nudge Consumers: This post discusses techniques for "encouraging" consumers to make healthier decisions in grocery stores by influencing their subconscious decision-making processes.
- Who's Worried About Security of Personal Information? Our large-scale consumer data shows that concerns about personal information have declined since last year and that consumers with low levels of education are the most worried.
- PCxD Principle #1: Align Through Purpose: This post highlights the first principle of an important new concept from Temkin Group: People-Centric Experience Design (PCxD).
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Temkin Group Research Plans and Update
Our upcoming research includes a report on CX organizational structures and the state of VoC programs.
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Corporate Subscriptions to Temkin Group Research
Temkin Group research and advisory services can be a great resource for your CX efforts. The insights will help you implement best practices, benchmark your performance, identify mistakes to avoid and provide you with guidance along the way. Our corporate subscriptions include:
- Unlimited access to all Temkin Group research and Temkin Ratings data for all of your employees for 12 months (for internal use only)
- Up to 10 inquiries (questions that Temkin group can answer in a short email or during a phone conversation of up to 20 minutes)
- One advisory call (phone discussion up to 90 minutes)
Please send us an email if you are interested in pricing or in receiving more details about our research subscriptions.
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Sincerely,
Bruce Temkin
Customer Experience Transformist
& Managing Partner
Temkin Group
Chair, Customer Experience Professionals Association
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We are a research and consulting firm that combines thought leadership with a deep understanding of the dynamics of large organizations to accelerate their customer experience transformational efforts
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Four CX Competencies
1) Purposeful Leadership
2) Compelling Brand
Values
3) Employee Engagement
4) Customer
Connectedness
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1) Faking Executive Commitment
2) Over-Relying on Customer Surveys
3) Neglecting Experience Design
4) Treating All Customers the Same
5) Un-Engaging New Customers
6) Ignoring Employees
7) Obsessing About Detractors
8) Forgetting to Celebrate Success
9) Falling in Love with a Metric
10) Mapping Internal Touchpoints
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