Experience Matters

DECEMBER 30, 2014

Here’s the executive summary: We asked over 200 large companies about how they use customer experience (CX) metrics, and then we compared their answers with similar studies we conducted in 2011, 2012, and 2013. Here are the results from companies that completed Temkin Group’s CX Metrics Assessment: Download report for $195.

2014 110

2014 Metrics Customer Connectedness Customer Experience 110

Experience Matters

OCTOBER 13, 2015

Here’s the executive summary: Many companies use Net Promoter® Score (NPS) to evaluate their customer loyalty, so we measured the NPS of 291 companies across 20 industries. See the NPS Benchmark Studies from 2012 , 2013 , and 2014. Investment firms have the largest generation gap. Download report for $495.

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

DECEMBER 22, 2015

Companies are best at measuring customer service and phone-based experiences and are worst at measuring the experiences of prospects and customers who defect. See the State of CX Metrics studies from 2011 , 2012 , 2013 , and 2014. Download report for $195. Download report for $195.

2015 74

2015 Metrics Net Promoter Score 2011 74