Customer Experiences Seen Improving This Year

A new study [download page] of 246 companies by the Temkin Group finds that 37% achieved an “excellent” (4%) or “good” (33%) rating on the Temkin Experience Rating scale, a 9% point increase from last year, and a 21% point jump from 2011. To quantify customer experience, the researchers asked consumers to rate companies on a 7-point scale across the functional, accessible, and emotional aspects of their experiences. (more…)