Experience Matters

DECEMBER 30, 2014

Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013. Here are the results from companies that completed Temkin Group’s CX Metrics Assessment: Download report for $195.

Metrics 275

Metrics Report Customer Connectedness Customer Experience 275

Experience Matters

MARCH 17, 2015

Here’s the data snapshot description: In the first quarter of 2015, Temkin Group surveyed 207 respondents, each from a company with $500 million or more in annual revenues, about their customer experience efforts over the past year and their plans for 2015 and beyond. Download report for $195. Download report for $195.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Experience Matters

OCTOBER 13, 2015

See the NPS Benchmark Studies from 2012 , 2013 , and 2014. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. Investment firms have the largest generation gap. Here’s a list of companies included in this study (.pdf). Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120