Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. For most industries, the average NPS is highest with older consumers and is lowest with younger consumers. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. Download report for $495.

Net Promoter Score 259

Net Promoter Score Study Report Customer Connectedness 259

Experience Matters

APRIL 16, 2015

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. hours per day over the past year.

Customer Connectedness 120

Customer Connectedness Data Groups Analysis 120

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

Report 120

Report Customer Connectedness Customer Journeys Net Promoter Score 120

Experience Matters

MARCH 3, 2015

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. consumers to rate 293 organizations across 20 industries (we added utilities this year). Between 2014 and 2015, only five industries improved and 14 declined. To generate the Temkin Experience Ratings, we asked 10,000 U.S.

Report 120

Report Customer Connectedness Airlines Retail 120

Experience Matters

MAY 5, 2015

This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). consumers: Some of the findings form the research include: Consumers increased their daily computer usage across all nine social media sites we examined. in 2014 to 47.1%

Social Media 120

Social Media Data Groups Analysis 120

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. For most industries, older consumers gave companies a higher NPS, while younger consumers gave companies a lower NPS. Download report for $495.

Net Promoter Score 120

Net Promoter Score Study Report NPS 120