EXECUTIVE SUMMARY

2017 is the seventh straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. To generate these Ratings, we asked 10,000 U.S. consumers to rate their recent interactions with 331 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. Here are some highlights from this benchmark:

• Publix, Chick-fil-A, and H-E-B earned the highest overall ratings, while Health Net, Blue Shield of CA, and Comcast earned the lowest scores.
• 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 feel 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, with only seven companies’ scores declining. Fujitsu, Volkswagen, Fairfield Inn, Columbia Natural Gas, and Advantage Rent-A-Car improved the most since last year.
• To improve customer experience, companies need to master four competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness.

This report was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018. It has been reformatted, but no substantive changes have been made to the content.