Experience Matters

OCTOBER 13, 2015

We published a Temkin Group report, Net Promoter Score Benchmark Study, 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. Download report for $495. includes report plus dataset in Excel).

Net Promoter Score 112

Net Promoter Score 2015 2014 NPS 112

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. The bottom line: Bad experiences are a real problem, especially if you don’t recover well. Benchmarks Business impact Customer Connectedness Customer experience Temkin Group Research Trends Voice of the customer'

2015 113

2015 Customer Connectedness Retail Download 113

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We agree and believe that customer experience is a reflection an organization’s culture and operating processes. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Matters

NOVEMBER 18, 2015

We published a Temkin Group report, 2015 Temkin Loyalty Index. Here’s the executive summary: The 2015 Temkin Loyalty Index evaluates the loyalty of 10,000 U.S. This report ranks the loyalty of consumers to 293 companies across 20 industries. consumers to 293 companies across 20 industries.

2015 89

2015 Loyalty Download Insurance 89

Experience Matters

OCTOBER 27, 2015

We published a Temkin Group report, State of Voice of the Customer Programs, 2015 : This is the fifth year that we’ve benchmarked the competency & maturity of voice of the customer programs within large organization.

2015 110

2015 2011 2010 2013 110

Experience Matters

DECEMBER 22, 2015

We published a Temkin Group report, The State of CX Metrics, 2015. Here’s the executive summary: Temkin Group surveyed nearly 200 large companies to learn about how they use customer experience (CX) metrics, and we then compared their answers with similar studies we’ve conducted every year since 2011.

2015 74

2015 Metrics Net Promoter Score 2011 74

Experience Matters

APRIL 1, 2016

Here are some of insights from the report, State of CX Metrics, 2015. You can download (and print) this infographic in different forms: Infographic: infographic in pdf, infographic in png Poster (18″ x 24″): poster in pdf, poster in png Filed under: Customer Connectedness, Customer experience, CX measurement, Infographic.

Customer Connectedness 78

Customer Connectedness Metrics 2015 Download 78

Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. Here’s the data snapshot description: In January 2015, we surveyed 10,000 U.S. in 2015, Twitter jumped the most as daily computer users increased from 13.4% While daily Facebook access showed the smallest increase, from 46.5% in 2014 to 47.1%

Social Media 83

Social Media 2015 2014 2012 83

Experience Matters

JANUARY 19, 2016

The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. Here’s the executive […].

2016 74

2016 B2C 2015 B2B 74