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Fourth annual "Temkin Experience Ratings" reveals grocery and fast food chains dominate the top spots among evaluation of 268 companies across 19 industries.

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H.E.B., Trader's Joe's, Chick-fil-A and Publix Earn Top Customer

Experience Ratings in Temkin Group Report

WABAN, Mass., March 4, 2014 /PRNewswire/ -- Based on a study of 10,000

U.S consumers, H.E.B., Trader Joe's, Chick-fil-A, and Publix earned

the highest scores in the 2014 Temkin Experience Ratings, ranking 268

companies across 19 industries. Joining those firms in the top 14

spots are Aldi, Food Lion, Sonic Drive-In, credit unions, Dairy Queen,

Kroger, Piggly Wiggly, Regions, Sam's Club, and Starbucks.

While grocery chains and fast food chains dominate the top of the

Temkin Experience Ratings, TV service providers, health plans, and

Internet service providers earn the dubious distinction of defining

poor performance, taking eight of the 11 lowest spots. The five lowest

scoring organizations are: Coventry Health Care, Empire (BCBS),

Highmark (BCBS), Medicaid, and U.S. Cellular.

In this year's ratings, 37% of companies earned "good" or "excellent"

scores, while 25% are rated as "poor" or "very poor." Companies with

at least a "good" rating stayed flat over 2013, but have grown by 21

percentage-points since 2011. Led by credit card issuers with an

average increase of 4.1 points, 15 of the 19 industries earned a

higher rating in 2014 than they did in 2013. Only four industries

declined over the previous year: Parcel delivery services, retailers,

rental car agencies, and hotel chains.

"Customer experience is improving overall, but we still see some

pockets of chronically poor experience, especially with TV service,

Internet service, and health plans," states Bruce Temkin, managing

partner of Temkin Group.

Of the 243 companies that are included in both the 2013 and 2014

Temkin Experience Ratings, 48% of the firms increased by one point or

more while 32% declined by at least one point. EarthLink, Regions,

Humana, Morgan Stanley Smith Barney, and Capital One improved the

most. Coventry Health Care, US Cellular, Marriott, Fifth Third, and

Chrysler declined the most.

In its fourth year of publication, the 2013 Temkin Experience Ratings

examines customer experience across 19 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, software firms,

TV service providers, and wireless carriers.

The Temkin Experience Ratings evaluates three areas of customer

experience: functional (can customers do what they want to do?),

accessible (how easy is it to work with the company?), and emotional

(how do consumers feel about their interactions?).

The 2014 Temkin Experience Ratings along with other ratings can be

accessed at the Temkin Ratings website,

The report "2014 Temkin Experience Ratings" can be downloaded for free

from the Customer Experience Matters@blog, at as well as from the Temkin Group


About Temkin Group: Temkin Group is widely recognized as a leading

customer experience research and consulting firm. Many of the world's

largest brands rely on its insights and advice to steer their

transformational journeys. Temkin Group combines customer experience

thought leadership with a deep understanding of the dynamics of

organizations to help accelerate results. Rather than layering on

cosmetic changes, Temkin Group helps companies embed practices within

their culture by building four critical competencies: Purposeful

Leadership, Employee Engagement, Compelling Brand Values, and Customer

Connectedness. The firm's ongoing research identifies leading and

emerging best practices across a wide range of activities for engaging

the hearts and minds of customers, employees, and partners. For more

information, contact Bruce Temkin at 617-916-2075 or send an email.

Customer experience matters is a registered trademark of Temkin Group.

Read more news from Temkin Group.

SOURCE Temkin Group

-0- 03/04/2014

/Web Site:

CO: Temkin Group

ST: Massachusetts




-- PH75717 --

0000 03/04/2014 13:40:00 EDT

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