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Customer Service & Effort Ratings, CX Maturity & Middle Managers
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June 2015
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Employee engagement plays a critical role in creating a customer-centric culture, that's why it's one of Temkin Group's four CX core competencies. I'm excited to announce that in an effort to help organizations understand and improve employee engagement, we're kicking off the Engage Employees Challenge, where we will be awarding up to $1,000 for innovative ideas.
We recently published the 5th annual Temkin Customer Service Ratings. This year, USAA took the top spot for the third year straight, while Comcast remained on the bottom for the second year in a row. See all of the top and bottom companies below.
We also published the Temkin Effort Ratings, a component of the Temkin Experience Ratings. Hannaford, Publix, and Aldi earned the highest scores, while Coventry Health Care earned the lowest.
In addition to these ratings, we also published two reports during the previous month:
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State of CX Management, 2015. Our sixth annual study of customer experience activities, competencies, and maturity shows that only 11% of companies have reached the highest two levels of customer experience.
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We also published a new video that explains Temkin Group's SLICE-B Experience Review methodology. This approach provides a structured way to examine a customer experience.
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In Case You Missed It...
Here are some reports we discussed in recent journals:
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Data Snapshot: Media Use Benchmark, 2015 is an annual study that examines the amount of time consumers spend on activities such as watching television, browsing the Internet, reading books (both print and electronic), listening to the radio, reading a print magazine, and using a mobile phone.
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2015 Temkin Customer Service Ratings
uses feedback from 10,000 U.S. consumers to rate how likely customers are to forgive 278 organizations across 20 industries.
USAA earned the highest rating for its banking business, closely followed by Chick-fil-A. USAA also made the top 12 for both its insurance and credit card businesses. These companies were joined at the top by credit unions, Aldi, Trader Joe's, Publix, Panera Bread, H-E-B, Amazon.com, and Bed Bath & Beyond.
For the second straight year, Comcast earned the lowest score, taking the bottom two spots for both its TV and Internet service businesses.
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2015 Temkin Effort Ratings
Have you ever wondered which companies are the easiest to work with? What about the most difficult? Well, we have the answers.
For the previous five years, we've measured effort as part of the Temkin Experience Ratings. This year, we calculated the effort score for 293 companies across 20 industries. Here are the companies that were the most above and below their industry averages in the 2015 Temkin Effort Ratings.
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State of CX Management, 2015
In our sixth annual State of CX Management report, 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 CX professionals.
Using Temkin Group's CX competency and maturity assessment, we found that 32% of companies have reached the highest three levels of customer experience. And companies have also achieved the best scores we've ever seen for two of our four core competencies (Employee Engagement and Customer Connectedness).
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Activating Middle Managers to Drive CX Change
Despite playing an indispensible role in any CX transformation, middle managers are often seen as barriers to changing. Which is why Temkin Group identified "activating middle managers" as one of the key strategies in our concept called Employee-Engaging Transformation.
In Activating Middle Managers to Drive CX Change, we share 21 best practices for mobilizing these key influencers across five categories:
- Involve middle managers in shaping the change: Help middle managers to personally embrace the change by soliciting their input on how the organization can best accomplish its change goals.
- Engage middle managers in goal setting: Jointly set targets with middle managers for individual performance and team progress.
- Train middle managers on key skills: Help middle managers gain the knowledge and capabilities needed to lead change and to succeed in their role in the new environment.
- Provide middle managers with tools to engage their teams: Make it easier for middle managers to introduce, reinforce, and sustain the change by designing specific tools for that purpose.
- Connect middle managers with customers: Shrink the gap between middle managers and the customers that will ultimately experience the change.
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Customer Experience Matters Blog
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Temkin Group Research Plans and Updates
We have quite a few exciting new reports underway, including CX Metrics Best Practices, 2015 Temkin Web Experience Ratings, Extracting Customer Insights from the Contact Center, and the Economics of Net Promoter®.
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Research & Advisory subscriptions. Get access to leading-edge best practices, assessments, and benchmark data, in addition to ongoing advice from our CX Transformists to help keep your efforts on track.
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CX training. We deliver leading-edge CX practices through in-house workshops, open-enrollment workshops, or customized training programs.
- CX assessments. We identify gaps and opportunities in your CX plans and competencies.
- Speeches and webinars. We will inform and inspire your internal or client audiences.
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Sincerely,
Bruce Temkin, CCXP
Customer Experience Transformist
& Managing Partner
Temkin Group
Co-founder, Customer Experience Professionals Association
Customer Experience Matters is a registered trademark of Temkin Group.
NPS is a trademark of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld
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