We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion.
Congratulations to Amazon (Kindle) for earning the top customer experience rating across computer & tablet makers.
Of the 11 computer and tablet makers included in this year’s Ratings, Amazon earned the highest score with a rating of 71%, putting it in 124th place overall out of 318 companies across 20 industries. HP received the second highest rating with a score of 69% and an overall rank of 149th.
Overall, the computer and tablet industry averaged a 65% rating in the 2018 Temkin Experience Ratings and tied for 15th place out of 20 industries. The average rating of the industry declined by 0.2 percentage-points between 2017 and 2018, dropping from 65.7% to 65.5%.
HP and Lenovo saw their customer experience score improve the most over the previous year as each of their ratings went up by four percentage-points. Barnes & Noble, Gateway, and Asus, on the other hand, saw their scores declined the most as each of their ratings dropped by four percentage-points.
You can download the free report.
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.