WABAN, Mass. — A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies across 18 industries. This is the second year that Temkin Group has released these ratings. The research, which is based on a survey of 10,000 U.S. consumers in January 2012, shows that only eight companies deliver excellent customer experience: Sam's Club, Publix, Starbucks, Subway, Chick-fil-A, Aldi, Winn-Dixie, H.E.B., and credit unions. At the other end of the spectrum, 76 companies (37% of the total) earn "poor" or "very poor" ratings.
The research examines customer experience across 18 industries: airlines, appliance makers, auto dealers, banks, car rental agencies, computer makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, Internet service providers, investment firms, parcel delivery services, retailers, TV service providers, and wireless carriers.
Grocery chains, fast food chains and retailers are the top three industries, earning an average rating of "good." At the bottom of the ratings, TV service providers, Internet service providers, and health plans earn an average rating of "poor." Health plans show up in seven of the bottom 14 spots in the ratings.
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