Temkin (a customer experience research and consulting company) regularly conducts a number of surveys on customer perceptions of companies based on polls of 10,000 U.S. consumers across a number of industries. For 2017, people were asked about 331 companies across 20 industries. These surveys are then placed into overall and industry rankings.
Click on the links to access specific rankings:
- 2017 Temkin Experience Ratings — “The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Success, Effort, and Emotion, on a 7-point scale.”
- 2016 Temkin Forgiveness Ratings — “The Temkin Forgiveness Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how likely they would be to forgive the companies if those firms made a mistake.”
- 2016 Temkin Trust Ratings — “The Temkin Trust Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how much they trust those firms.”
- 2016 Temkin Customer Service Ratings — “The Temkin Customer Service Ratings are based on feedback gathered from consumers regarding companies they’ve recently interacted with. We asked consumers to rate how satisfied they are with recent customer service experiences on a 7-point scale.”
- 2016 Temkin Web Experience Ratings — “The Temkin Web Experience Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how satisfied they are with the online interactions with those firms.”
These are the 20 industries encompassed in the Temkin ratings: Airlines, Auto Dealers, Banks, Computers & Tablets, Credit Cards, Fast Food, Health Plans, Hotels & Rooms, Insurance, Investments, Parcel Delivery, Rental Cars & Transport, Retailers, Software Firms, Streaming Media, Supermarkets, TV & Appliances, TV/Internet Service, Utilities, Wireless Carriers.
