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

APRIL 16, 2015

consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer' The bottom line: Mobile use continues to rise.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

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

SEPTEMBER 16, 2015

this year, almost reaching the level from our initial study in 2012. The research also includes data for Purchase Momentum (how much customers are planning to buy), Temkin Forgiveness Ratings (likelihood of customers to forgive after a bad experience), and Temkin Innovation Equity Quotient (likelihood of customer to try a new offering).

NPS 120

NPS Net Promoter Score Report B2B 120

Experience Matters

MAY 5, 2015

consumers about how frequently they use social media on their computers and mobile phones, and we then compared these usage rates to analogous data we collected in January 2012, January 2013, and January 2014. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S.

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

DECEMBER 22, 2015

Ultimately, companies with stronger CX metrics programs deliver better customer experience, have stronger business results, more frequently measure ease of doing business, and compensate more employees based on CX metrics. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195.

Metrics 120

Metrics Report Net Promoter Score Effort Score 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