QuestionPro Audience

DECEMBER 21, 2017

January 1 marks not just the beginning of many consumer’s journeys to their goals, but also a turning point for industries that stand to profit from these sudden shifts in consumer behavior. According to Hotels.com, in 2017 the average cost of a hotel room per night in popular U.S.

Consumers 220

Consumers Hotels Travel Transportation 220

Experience Matters

MAY 8, 2017

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2017.

Report 214

Report Groups Analysis Consumers 214

QuestionPro Audience

AUGUST 3, 2018

Buying a car used to be a rite of passage in an American’s life, but after seven straight years of growth in new vehicle sales, 2017 reported a decline of 1.8% , with 17.2 It used to be that consumers were stuck with whatever price the car dealership offered them, give or take a little wiggle room. million cars and trucks sold.

Consumers 199

Consumers Study Report Sales 199

QuestionPro Audience

JUNE 21, 2018

The food and beverage industries count on American consumers purchasing traditional barbecue fare such as burgers, hot dogs, and beer. But with consumer’s eating habits evolving in search of more healthy options, these industries will need to make adjustments to their products in order to capitalize on their shifting tastes. .

Consumers 223

Consumers Trends Industry Report 223

QuestionPro Audience

DECEMBER 15, 2017

There’s been a major disruption in consumer marketing in recent years. With DVR to fast forward through commercials and ad blockers on the internet, brands needed another way to reach consumers. Data from MuseFind shows 92% of consumers trust an influencer more than an advertisement or traditional celebrity endorsement.

Consumers 207

Consumers Social Media Advertising Study 207

Experience Matters

APRIL 3, 2017

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. To generate these scores, we asked 5,000 UK consumers to rate […]. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years.

Report 185

Report Groups Consumers Industry 185

Experience Matters

JULY 10, 2017

We just published a Temkin Group report, Economics of Net Promoter Score, 2017. consumers […]. Here’s the executive summary: Net Promoter® Score (NPS®) is a popular metric that companies use to analyze their customer experience efforts. But how does this metric actually relate to loyalty?

Net Promoter Score 55

Net Promoter Score Report Effort Score NPS 55

QuestionPro Audience

JANUARY 31, 2018

And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Consumers carry the spending momentum through from the holiday season into their Super Bowl festivities.

Consumers 199

Consumers Sports Study Sales 199

Experience Matters

NOVEMBER 20, 2017

In our Q1 2017 UK consumer benchmark study, we asked 5,000 UK consumers to rate their loyalty with the companies that they had interacted with during the previous 90 days. The post Dataset: 2017 Temkin Loyalty Index, UK appeared first on Customer Experience Matters®.

Loyalty 161

Loyalty Analysis Study Consumers 161

Experience Matters

AUGUST 14, 2017

Temkin Group published the 2017 Temkin Online Ratings. consumers, the ratings benchmarks the online experience delivered by 282 companies across 20 industries. Based on a study of 10,000 U.S USAA took the top two spots for its banking and insurance businesses, and its credit card business tied for 4th.

Insurance 189

Insurance Banking Online Experience Study 189

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. These are the five ways of providing premium customer support software to meet your customer expectations in 2017: 1. Most consumers expect ready access to support or help.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Experience Matters

JULY 21, 2017

After an inspiring weekend at the 2017 World Congress of Positive Psychology in Montreal, I decided to take a look at some of our data that connects positive psychology with customer experience. I started by examining the question: Does the innate happiness of a consumer influence how she perceives her experiences with companies?

Consumers 227

Consumers Company Connections Interaction 227

QuestionPro Audience

OCTOBER 24, 2018

We may be only halfway through October, but it’s not too early to think about the upcoming holidays, and more importantly to many consumers and retailers—holiday shopping. The average consumer plans to spend 5% more than they did in 2017, an average of $1,250 each, on travel, gifts and entertainment this holiday season.

Retail 170

Retail Consumers Entertainment Ecommerce 170

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Trends 153

Trends Customer Engagement Engagement Contact Center 153

Experience Matters

APRIL 10, 2017

We just published the 2017 Temkin Forgiveness Ratings. consumers to rate how likely consumers are to forgive 329 organizations across 20 industries (see full list of companies (.pdf)) It uses feedback from 10,000 U.S. pdf)) after they make a mistake. You can see all of the company data on the Temkin Ratings website.

Loyalty 159

Loyalty Consumers Industry Feedback 159

Experience Matters

OCTOBER 24, 2017

We published a Temkin Group report, Temkin Loyalty Index, 2017. consumers to 329 companies across 20 industries. xls)) Temkin Group’s TLi is based on evaluating consumers’ likelihood to Read More. The post Report: Temkin Loyalty Index, 2017 appeared first on Customer Experience Matters®. See sample spreadsheet (.xls))

Loyalty 133

Loyalty Report Groups Study 133

PeopleMetrics

JANUARY 20, 2025

Even in 2017, machine learning (a form of AI) was recognized as essential to making sense of unstructured customer feedbackthose open-ended comments that tell you the "why" behind your scores. Deeper Understanding of Context and Nuance In 2017, machine learning excelled at identifying patterns and classifying feedback.

Analytics 118

Analytics Airlines Trends Feedback 118

QuestionPro Audience

NOVEMBER 7, 2018

Consumers today are turning away from the mass-produced pantry staples of national packaged brands and turning to healthier, local and more “authentic” food. Large packaged foods companies like Kraft, Kellogg and ConAgra, have reported a decline in sales, as consumers are moving towards fresher options. Kellogg saw a 5.7%

Consumers 170

Consumers Industry Trends Study 170

Experience Matters

JUNE 20, 2017

Temkin Group announces the release of the 2017 Temkin Customer Service Ratings. consumers, the ratings benchmarks the customer service of 295 companies across 20 industries. Based on a study of 10,000 U.S USAA earned the highest score in the Temkin Customer Service Ratings for the fifth year in a row.

Customer Service 149

Customer Service Banking Study Groups 149

QuestionPro Audience

JANUARY 31, 2018

And these brands are betting—very large sums of money—on consumers checking out their ads. Super Bowl weekend brings in serious revenue from consumer spending for liquor stores, restaurants and grocery stores. Consumers carry the spending momentum through from the holiday season into their Super Bowl festivities.

Consumers 150

Consumers Sports Study Sales 150

Experience Matters

OCTOBER 2, 2017

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2017. This is the fifth year of this study that includes Net Promoter® Scores (NPS®) on 299 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 133

Net Promoter Score Study Report NPS 133

Experience Matters

JULY 5, 2017

This year we’re publishing the 2017 Temkin Trust Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list […]. That’s why Temkin Group has been measuring trust for several years in the U.S.

Groups 136

Groups Measurement Survey Consumers 136

Alida

JULY 17, 2017

On July 13 2017, over two hundred Vision Critical customers, insights, marketing and CX professionals gathered in Sydney for the Asia Pacific Customer Intelligence Summit, Vision Critical’s 7th annual customer summit. As predicted by Gartner , 89% of businesses will compete primarily on customer experience by 2017.

Customer Experience 172

Customer Experience Hotels Survey Loyalty Programs 172

Experience Matters

APRIL 16, 2018

in 2017 to 63.4% Temkin Group has been doing large-scale consumer research for several years. As part of our ongoing studies, we track many consumer attitudes. consumers in January. Consumers Experiences Major Decline appeared first on Customer Experience Matters®. in 2018, the largest drop we’ve seen.

Consumers 149

Consumers Financial Study Groups 149

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 168

Contact Center Consumers Net Promoter Score Self Service 168

Alida

JUNE 1, 2017

Why we’re excited: New market entrants are disrupting the automotive space with creative models meant to appeal to consumers who are frustrated with the way things are today. The Vision Critical Auto CX Summit 2017 team: Paula Skier – Director, Automotive. When: June 20, 8:10 am – 8:30 am. Interested but not registered?

Automotive 157

Automotive Conference Retail Employee Engagement 157

QuestionPro Audience

FEBRUARY 15, 2018

2017 was predicted to be the year of the smart home, and consumers are slowly integrating the new technology into their homes. We polled over 450 respondents from our consumer panel to gauge their thoughts on the smart home. We polled over 450 respondents from our consumer panel to gauge their thoughts on the smart home.

Consumers 252

Consumers Retail Report Technology 252

QuestionPro Audience

MARCH 28, 2018

In their 2018 Super Bowl ad “Iceberg”, they used copy from McDonald’s website against them (“our beef is flash frozen to seal in fresh flavor”) and urged consumers to “skip the hamburgers at the Frozen Arches”. Carter Wilkerson, a Nevada teen, became a Twitter sensation in 2017 when he went asked Wendy’s a simple question. RESPONSIVE.

Social Media 150

Social Media Consumers Interaction Brands 150

Experience Matters

MARCH 20, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S.

Hotels 195

Hotels Customer Experience Survey Industry 195

Experience Matters

MARCH 22, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. Regions and Citizens deliver the best customer experience in the banking industry, according to the 2017 Temkin Experience Ratings.

Banking 194

Banking Customer Experience Survey Industry 194

Experience Matters

MARCH 16, 2017

We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends. As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group.

Interaction 240

Interaction Loyalty Trends Groups 240

Experience Matters

MARCH 24, 2017

We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S. UPS delivers the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings.

Customer Experience 180

Customer Experience Airlines Industry Survey 180

NICE inContact

AUGUST 16, 2019

Brands of all sizes are learning that customer experience is no longer an afterthought: it’s the heart of what consumers want, and the foundation for profits. It used to be possible to win with a top product or a competitive price, but more than ever, customer experience is now top of mind for consumers — and crucial for bottom-line growth.

Contact Center 136

Contact Center Consumers Net Promoter Score Self Service 136

QuestionPro Audience

FEBRUARY 23, 2018

According to a recent report from SharesPost , consumers are using ridesharing services more than ever before. ridesharing adoption jumped 15 points to 53% in 2017. Ridesharing services like Lyft and Uber are here to stay. In fact, U.S

Transportation 239

Transportation Rewards Programs Study Consumers 239

QuestionPro Audience

JANUARY 10, 2018

In 2017, there were an estimated 227 million smartphone users in the United States. Researchers are able to access consumers via their preferred mode of communication, which works best for busy consumers. In the past, this data took a long time to gather because the only options were focus groups, mailings and phone surveys.

Marketing 268

Marketing Survey Groups Study 268

QuestionPro Audience

JUNE 22, 2018

pet industry has been growing year after year, with overall sales of pet products and services rising 5% in 2017. It is expected to generate $233 million in 2018, marking an 18% increase from 2017, according to a study by the Consumer Technology Association. Our vet panel is one of a handful in the continental U.S.

Industry 207

Industry Retail Technology Study 207

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

Customer Experience 332

Customer Experience Competitive Advantage Omni-Channel Culture 332