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 Prime (music & video) for delivering the best customer experience across streaming media services. This is the second year that we’ve included this category.
Of the 16 auto dealers included in this year’s Ratings, Amazon Prime’s services earned the highest score with a rating of 77%, putting it in 42nd place overall out of 318 companies. Pandora, Netflix, and Showtime came in second place with a score of 72% and overall rank of 51st. ESPN earned the lowest score in the industry, 61%, and was 266th overall.
Overall, the streaming media industry averaged 72% in the 2018 Temkin Experience Ratings and earned 6th place out of 20 industries. The average rating of the industry improved by a little over one percentage point between 2017 and 2018.
Showtime improved the most (+7 %-points) from last year while Apple Music and SoundCloud declined the most (-5 %-points).
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.