New Temkin Group Research Shows That Higher Performing Companies Have More Engaged Employees

Second Annual Study Of More Than 2,400 U.S. Employees Shows Increase In Employee Engagement WABAN, Mass., Jan. 30, 2013 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "Employee Engagement Benchmark Study, 2013." The report analyzes the level of engagement that more than 2,400 full-time U.S. employees have with their employers and compares these results to a similar Temkin Group study from last year. Read more about this Waban, Massachusetts press release.

Temkin Group Publishes New Research Showing That Many Consumers Stop Spending With Companies After a Bad Experience

Rental Cars, Credit Cards, Computers, and Auto Dealers Are the Most at Risk, but Service Recovery Can Increase Future Spending WABAN, Mass., Dec. 18, 2012 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "What Happens After A Good or Bad Experience?" The study, based on a survey of 5,000 U.S. consumers, analyzes feedback and purchase behaviors after good and bad experiences. Read more about this Waban, Massachusetts press release.

Temkin Group Publishes New Research Report Revealing that Customer Experience Programs Suffer from Poor Metrics

"The State of CX Metrics, 2012" is firm's second annual study of 200+ large companies WABAN, Mass., Dec. 11, 2012 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "The State of CX Metrics, 2012." The study shows how large companies are using customer experience (CX) metrics and how the effectiveness of these efforts has changed since last year. Read more about this Waban, Massachusetts press release.

Temkin Group Research Identifies Five I's of Employee Engagement: Inform, Inspire, Instruct, Involve, Incent

Study Reveals 25 Best Practices of Employee Engagement That Help Companies Increase Productivity And Improve Customer Experience WABAN, Mass., Nov. 27, 2012 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "The Five I's Of Employee Engagement." The study shows a strong connection between employee engagement and several measures of productivity and customer experience. Read more about this Waban, Massachusetts press release.

USAA Earns Highest Net Promoter Scores According to Research Firm Temkin Group

WABAN, Mass., Oct. 9, 2012 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, released a new research report: "Net Promoter Score Benchmark Study, 2012." The study, which is based on a survey of 5,000 U.S. consumers, calculates the Net Promoter Score (NPS) for 180 companies across 19 industries. Read more about this Waban, Massachusetts press release.

Temkin Group Research Shows Obama Promoters Outnumber Romney's Across Genders, Ethnic Groups, and Most Ages of Consumers

WABAN, Mass., Sept. 5, 2012 /PRNewswire/ -- Temkin Group, a leading market research and consulting firm that helps organizations improve their customer experience, today released research showing that President Obama has a larger number of Promoters than Mitt Romney. Using a customer experience metric called Net Promoter Score (NPS), Temkin Group examined how likely consumers are to recommend the candidates to their friends and colleagues. Read more about this Waban, Massachusetts press release.

Customer Experience Executive Aimee Lucas Joins Temkin Group

WABAN, Mass., Sept. 4, 2012 /PRNewswire/ -- Temkin Group, a leading advisor to organizations committed to improving their customer experience, today announced that Aimee Lucas has joined the company as a Customer Experience Analyst. Lucas was previously the Associate Director of Client Experience and Voice of the Customer for Crowe Horwath LLP, a leading public accounting and consulting firm. Read more about this Waban, Massachusetts press release.

Next Generation Voice of the Customer Programs Will Rely Less on Surveys and More on Analytics and Mobile, According to Temkin Group Research

WABAN, Mass., Aug. 28, 2012 /PRNewswire/ -- Temkin Group announces the release of its new research report, Prepare For Next Generation Voice of the Customer Programs. The research, based on a study of more than 200 large organizations, examines how voice of the customer (VoC) programs are evolving and where they are heading. Read more about this Waban, Massachusetts press release.

Publix, Hy-Vee, Credit Unions, and Chick-fil-A Earn Top Customer Service Ratings, According to New Temkin Group Research

WABAN, Mass., June 27, 2012 -- Temkin Group announces the release of its 2012 Temkin Customer Service Ratings that examines how U.S. consumers rate the customer service of 174 large companies across 18 industries. This is the second year that Temkin Group has published these ratings. Read more about this Waban, Massachusetts press release.

Only 7% of Large Companies Are Customer-Centric, According to New Temkin Group Research Survey of More Than 200 Large Companies Shows Strong Customer Experience Ambitions, But Employee Engagement and Compelling Brand Values Are Lacking

WABAN, Mass., May 8, 2012 -- Temkin Group announces findings from its recently published report, The State of Customer Experience Management, 2012. This is the third year that Temkin Group has published this research that is based on a survey of 255 companies with annual revenues of at least $500 million. Read more about this Waban, Massachusetts press release.

USAA, Credit Unions, H.E.B., and Publix Are Most Trusted Companies According to New Temkin Group Research Large-Scale Research Study Analyzes Feedback From 10,000 U.S. Consumers About More Than 200 Companies Shows That Consumers Are More Trusting

WABAN, Mass., May 1, 2012 -- Temkin Group announces the release of its 2012 Temkin Trust Ratings that rates the level of trust that consumers have with 206 large companies across 18 industries. This is the second year that Temkin Group has published these ratings. Read more about this Waban, Massachusetts press release.

Consumers Are Most Likely to Forgive USAA and Hyatt, According to New Temkin Group Research Large-Scale Research Study Analyzes Feedback from 10,000 U.S. Consumers About More Than 200 Companies Shows That Consumers Are More Forgiving

WABAN, Mass., April 17, 2012 -- Temkin Group announces the release of its 2012 Temkin Forgiveness Ratings that rates how likely consumers are to forgive 206 large companies across 18 industries if they deliver a poor experience. This is the second year that Temkin Group has published these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, shows that consumers are most likely to forgive USAA, credit unions, H.E.B., Hy-Vee, Dollar Rent A Car, Chick-fil-A, Publix, Costco, and Amazon.com. At the other end of the spectrum, consumers were least likely to forgive Citigroup, Charter Communications, HSBC, Chrysler dealers, EarthLink, Bank of America, Comcast, Quest, and US Airways. Read more about this Waban, Massachusetts press release.

Customer Experience Can Generate $100s of Millions in Revenues, According to Groundbreaking Research From Temkin Group Research Large-Scale Consumer Research Study Finds Strong Correlation Between Customer Experience and Loyalty in the U.S. and UK

WABAN, Mass., March 28, 2012 -- A new research report published by Temkin Group, The ROI of Customer Experience, uncovers the connection between customer experience and loyalty for 272 l arge companies in the U.S. and UK. The research, which is based on a study of thousands of consumers, shows that customer experience is highly correlated to loyalty in both the U.S. and the UK. Temkin Group's analysis shows that a $1 billion U.S. company can generate between $141 million and $382 million over three years if they make a modest improvement in the customer experience they deliver. Likewise, a 1 billion GBP UK company can generate between 145 million GBP and 263 million GBP. Read more about this Waban, Massachusetts press release.

Sam's Club, Aldi, USAA, and Publix Have the Most Loyal Customers, According to New Temkin Group Research

WABAN, Mass., March 20, 2012 -- A new research report published by Temkin Group, 2012 Temkin Loyalty Ratings, rates the loyalty that consumers have to 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, shows that only seven companies earned "very strong" loyalty ratings: Sam's Club, Aldi, USAA, Publix, credit unions, Amazon.com, and H.E.B. At the other end of the spectrum, 37 companies earned "very weak" loyalty ratings. Read more about this Waban, Massachusetts press release.

Internet Service and TV Service Providers Earn Poor Customer Experience Ratings, According to New Temkin Group Research Large-Scale Research Study Rates More Than 200 Companies Across 18 Industries Based on Feedback Survey of 10,000 U.S. Consumers

WABAN, Mass., March 14, 2012 -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes ratings of 11 Internet service providers - AOL, AT&T, Cablevision, Charter Communications, Comcast, Cox Communications, EarthLink, MSN, Qwest, Road Runner, and Verizon - and 10 TV service providers: AT&T, Bright House Networks, Charter Communications, Comcast, Cox Communications, DirecTV, Dish Network/EchoStar, Optimum (iO)/Cablevision, Time Warner Cable, and Verizon. Read more about this Waban, Massachusetts press release.

TracFone Is the Top Wireless Carrier in Customer Experience Ratings, According to New Temkin Group Research

WABAN, Mass., March 13, 2012 -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes seven wireless carriers: AT&T, Sprint, T-Mobile, TracFone, US Cellular, Verizon Wireless, and Virgin Mobile. Read more about this Waban, Massachusetts press release.

Chevrolet Dealers Earn Top Spot in Customer Experience Ratings, According to New Temkin Group Research

WABAN, Mass., March 2, 2012 -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 10 auto dealers: BMW, Chevrolet, Chrysler, Dodge, Ford, Honda, Hyundai, Kia, Nissan, and Toyota. Read more about this Waban, Massachusetts press release.

Intel, Apple, and Cisco Provide Best Product and Relationship Experiences in Tech Industry, According to New Temkin Group Research Study Examines Feedback from 800 IT Professionals in Large Companies

WABAN, MASS., March 6, 2012 -- A new research report published by Temkin Group, Tech Vendors: Benchmarking Product and Relationship Satisfaction of IT Clients, rates the experiences delivered by 60 large technology providers. The research, which is based on a survey of 800 IT professionals from companies with at least $500 million in annual sales, examines how large enterprises rate IT vendors' products and relationships. Read more about this Waban, Massachusetts press release.

Hampton Inn and Marriott Are Top Hotel Brands in Customer Experience Ratings, According to New Temkin Group Research Large-Scale Research Study Rates More Than 200 Companies Across 18 Industries Based on Feedback Survey of 10,000 U.S.Consumers

WABAN, Mass., March 5, 2012 -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 12 hotel brands: Best Western, Comfort Inn, Courtyard By Marriott, Days Inn, Hampton Inn, Hilton, Holiday Inn, Holiday Inn Express, Hyatt, Marriott, Motel 6, and Super 8. Read more about this Waban, Massachusetts press release.

USAA and State Farm Are Top Insurers in Customer Experience Ratings, According to New Temkin Group Research

WABAN, Mass., March 1, 2012 -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 14 insurers: 21st Century, AAA, Allstate, American Family, Farmers, GEICO, Liberty Mutual, MetLife, Nationwide, Progressive, State Farm, The Hartford, Travelers, and USAA. Read more about this Waban, Massachusetts press release.