Your Guide to Customer Experience Transformation

March 2017
2017 Temkin Experience Ratings of 331 Companies
I am pleased to announce that we have just published the seventh annual  Temkin Experience Ratings. This year we benchmarked the customer experience of 331 companies across 20 industries.  As always, we provide the report for free. You can also access the data from this benchmark at the  Temkin Ratings website

Congratulations to PublixChick-fil-A, and H-E-B for earning the highest three scores in the Ratings. Here are the top and bottom rated companies:

In addition to the Ratings, we also recently published our seventh annual  State of the CX Profession report, which examines the activities, attitudes, and compensation levels of customer experience professionals. The data shows that customer experience remains a thriving profession. See some highlights below.

And if you're looking for a clear way to present the connection between customer experience and ROI, we published a blog post with charts that illustrate the relationship between  CX and customer recommendations  for 20 industries. Feel free to download and use these figures to help you make your case.

Here are some of our other new posts you may enjoy:
We've had a great response to the 
Non-Profit Scholarship Program   twe announced last month. So far we've awarded free access to Temkin Group workshops for eight employees of non-profit organizations. If you're interested, submit a nomination soon before all the spots get claimed.

Temkin Group has partnered with the Employee Engagement Awards  in order to recognize companies that have worked to make their cultures more customer-centric . If this sounds like your organization, we encourage you to enter the Customer Engagement Award category before the April 7th deadline.

And while we're on the topic of employee engagement, for those of you looking to raise the engagement levels of your organization's workforce, we still have some openings at our  employee engagement workshop later this month in Miami.

Temkin Group is a leading CX research, advisory, and training firm. We help the world's largest brands accelerate their transformational journeys towards customer-centricity and build loyalty by engaging the hearts and minds of customers, employees, and partners.  Our team combines CX thought leadership with a deep understanding of the dynamics of organizations to accelerate results.
Temkin Group Upcoming Workshops
Temkin Group has a series of open enrollment workshops scheduled for 2017. Here are the next two on the calendar, in Miami and San Diego:

In Case You Missed It...

In the previous journal we showcased a new video, The Power of Purpose.

Here are some recent research reports:

March 7: Bruce Temkin will speak on a CallidusCloud CX webinar:

March 9: Temkin Group webinar:  2017 Temkin Experience Ratings: U.S. Results

March 16: Temkin Group webinar: 

March 16 & 17: Bruce Temkin will speak  in  
Copenhagen, Denmark: 

March 21 & 22 : Temkin Group workshop  in Miami Engaging Employees In Your CX Journey

March 29: Bruce Temkin  will speak in  
Boston at a workshop: Nurturing Your Inner Empathy

March 30Temkin Group webinar: Customer Journey-Centric Analytics

April 4 & 5 : Temkin Group workshop  in San Diego Mapping and Improving Your Customers' Journey

April 18: Bruce Temkin will speak in
Washington, DC at a Confirmit event: Rejuvenating Your CX Program

April 25 & 26: Temkin Group workshop in Alexandria, VA:  Driving Customer Experience Transformation

April 26 & 27: Jen Rodstrom will speak in Toronto: Customer Experience Strategies Summit

June 8
: Aimee Lucas will speak in Chicago: 

June 14 & 15: Temkin Group workshop in Boston:  Mapping and Improving Your Customers' Journey

June 19 & 20: Bruce Temkin will speak in Melbourne, AUS: Customer Experience Tech Fest

2017 Temkin Experience Ratings

To generate the seventh annual Temkin Experience Ratings, we asked 10,000 U.S. consumers to rate their recent interactions across 20 industries, and then evaluated their experiences across three dimensions: success, effort, and emotion

This year we benchmarked the customer experience of 331 companies, the most we've ever done. We also modernized the Ratings, expanding the types of companies we looked at to include streaming services (like Netflix, Spotify, and Hulu) and companies from the sharing economy (like Uber, AirBnB, and Etsy)

Here are some highlights from this benchmark:
  • When we compared company ratings with their industry averages, we found that Kaiser Permanente, Georgia Power, Advantage Rent-A-Car, and Regions most outperformed their peers, while Spirit Airlines and Days Inn fell farthest behind their competitors.
  • The Ratings saw its first general decline in 2015 and then dropped considerably in 2016. This year, however, the Ratings significantly increased, as the average score for all 20 industries went up, and only seven companies' scores declined. Fujitsu, Volkswagen, Fairfield Inn, Columbia Natural Gas, and Advantage Rent-A-Car improved the most since last year.
Here's the ranges of scores across 20 industries:

State of the CX Profession, 2017

To understand the mindset and roles of customer experience professionals today, we surveyed 237 CX professionals and then compared their responses to similar studies we've conducted over the previous five years.  Here's a graphic that combines data from across a couple of figures in the report:

Temkin Group Research Plans and Updates

We have quite a few exciting new reports underway, including Humanizing Digital Interactions, Employee Engagement Benchmark Study, Onboarding Culture in New Employees, Best Practices for Customer Journey Analytics, and the UK Temkin Experience Ratings.

If you're interested in Temkin Group's research or services, then drop me a line at , visit our website at , or give us a call at (617) 916-2075.



Bruce Temkin, CCXP
Customer Experience Transformist & Managing Partner
Temkin Group 


Co-founder, Customer Experience Professionals Association 



Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld. 

Customer Experience Matters is a registered trademark of Temkin Group.