Latest Temkin Group Research Studies Reveal Companies' Intentions to Add to Their Roster
of Customer Experience Professionals
Text Analytics Tops List of Customer Experience Spending Priorities for Large Organizations
WABAN, Mass., Feb. 21, 2013 /PRNewswire/ -- Based on two newly published studies, Temkin Group
finds that 46% of companies plan to hire additional staff for their customer experience efforts in 2013
while only 5% expect a decline in their customer experience staffing levels. This represents an increase
from last year, when similar research showed that 40% of companies were planning to hire more
customer experience professionals.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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