Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. 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.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Experience Matters

JANUARY 20, 2015

We just published a Temkin Group report, Lessons in CX Excellence, 2015. 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. The Results Companies.

2015 108

2015 Customer Connectedness 2014 Net Promoter Score 108

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

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

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. Download report for $195.

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

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