Experience Matters

DECEMBER 30, 2014

We published a Temkin Group report, The State of Customer Experience Metrics, 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.

2014 110

2014 Metrics Customer Connectedness Customer Experience 110

Experience Matters

OCTOBER 21, 2014

We published a Temkin Group report, Net Promoter Score Benchmark Study, 2014. Here’s the executive summary: We measured the Net Promoter Score of 283 companies across 20 industries. This is the third year of this study that includes Net Promoter® Scores (NPS®) on 283 companies across 20 industries based on a study of 10,000 U.S.

Net Promoter Score 103

Net Promoter Score 2014 Customer Connectedness NPS 103

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Human Resources Participation.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

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

Experience Matters

OCTOBER 27, 2015

See the State of VoC reports from 2010 , 2011 , 2013 , and 2014. When we compared high-scoring VoC programs with lower-scoring programs, we found that companies with mature programs are more successful, focus more on analytics, have more full-time staff, have more strongly coordinated efforts, and have more involved senior executives.

2015 110

2015 2011 2010 2013 110