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 Fidelity Investments for delivering the best customer experience across investment firms.
Of the 13 investment firms included in this year’s Ratings, Fidelity earned the highest score with a rating of 74%, putting it in 85th place overall out of 318 companies. Vanguard (71%) and Ameriprise Financial (70%) were next on the list. Wells Fargo Advisors came in at the bottom of the industry with Ratings of 60%, and placed 271st overall.
Overall, the investment industry averaged 67% in the 2018 Temkin Experience Ratings and tied for 10th place out of 20 industries. The average rating of the industry stayed relatively between 2017 and 2018.
Credit unions improved the most (+4 %-points) from last year while Charles Schwab declined the most (-9 %-points).
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.
