Your Guide to Customer Experience Transformation

July 2016

Employee Engagement, Customer Service, and

NPS Economics

This has been a newsworthy month, with the U.S. celebrating independence day, UK voting to leave the EU, and some tragic events around the world. I hope that you have been able to spend some peaceful, quality time with your friends and family.

We've also had a busy month here at Temkin Group, publishing several new pieces of research, which I discuss in more detail later in the journal:
  • State of Employee Engagement Maturity. We used Temkin Group's Employee Engagement Competency & Maturity Assessment to gauge the maturity levels and efforts of large companies across a set of competencies called the Five I's of Employee Engagement.
  • 2016 Temkin Customer Service Ratings. USAA earned the highest score in the 2016 Temkin Customer Service Ratings for the fourth year in a row. These Ratings evaluate the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers.
  • Economics of Net Promoter, 2016. We found that compared to detractors, promoters are more than five times as likely to repurchase from companies, more than seven times as likely to forgive companies if they make a mistake, and almost nine times as likely to try new offerings from companies. Our research provides detailed loyalty data of promoters, passives, and detractors across 20 industries.
We have also been planning a number of great workshops around the world over the next couple of months. Hopefully you can join us for one of these:
As part of our Intensify Emotion movement, we are looking to highlight vendors who are helping their clients discuss, measure, enhance, and design for emotion. If you are interested in being featured in the showcase, please visit this site

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Temkin Group is a leading CX research, advisory, and training firm. We help the world's largest brands accelerate their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of customers, employees, and partners. Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results.
CX Workshop in Boston on July 19th & 20th 

In Case You Missed It...

Here is some research we discussed in recent journals:
Join the $1,000 Intensify Emotion Challenge

In our CX Trends for 2016, we named 2016 "The Year of Emotion." To help organizations focus more on emotion, we created an Intensify Emotion page with numerous resources, including the opportunity to win part of our $1,000 award.
State of Employee Engagement Maturity

Our data shows that customer experience leaders have more engaged employees than their peers. To understand what companies are doing to engage their employees, we surveyed more than 150 large companies and compared their responses with similar studies from previous years, which we detail in the report State of Employee Engagement Maturity, 2016.

We found that two-thirds of companies survey their employees at least once a year, but less than half of executives consider it a high priority to act on the results of the survey. 
We used Temkin Group's Employee Engagement Competency & Maturity Assessment to gauge the maturity levels and efforts of these companies across our five competencies, called the "Five I's of Employee Engagement:" InformInspire, InstructInvolve, and Incent. You can see the high-level results below.

2016 Temkin Customer Service Ratings

USAA earned the top spot this year for its banking business, followed closely by Publix. This is the seventh annual Temkin Customer Service Ratings, and it evaluates the customer service of 277 companies across 20 industries based on a study of 10,000 U.S. consumers. Here are the highest and lowest rated companies:

Economics of Net Promoter Score

Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts, but how does it actually relate to loyalty? We asked thousands of consumers to give an NPS to 294 companies across 20 industries, and then we examined the connection between NPS and four key areas of loyalty. 

In the report Economics of Net Promoter, 2016, we show the connection between NPS and loyalty for 20 different industries. Here's the average loyalty differences for promoters, passives, and detractors across all industries:

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including Social Media Benchmark, 2016, Temkin Web Experience Ratings, and Mobile Disruption of VoC.


Here are some ways that Temkin Group can help accelerate your CX success:

If you're interested in Temkin Group's research or services, then drop me a line at, visit our website at, or give us a call at (617) 916-2075.



Bruce Temkin, CCXP

Customer Experience Transformist & Managing Partner

Temkin Group 


Co-founder, Customer Experience Professionals Association 



Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. 

Customer Experience Matters is a registered trademark of Temkin Group.

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