14 DAY TRIAL // Temkin Group, a customer experience research and consulting firm, has released the results of a recent study examining the quality of the customer experience delivered by 268 organizations across 19 industries, including the IT segment. In computers, Apple and HP are leaders of the pack.
“Apple and Hewlett-Packard deliver the best customer experience in the computer making industry, according to the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers,” the group said today.
The ratings examine the quality of the customer experience across 19 industries. Consumers are asked to rate their experience with a company across three dimensions: functional, accessible, and emotional. A “good” score is 70% or above, while a score of 80% or above is regarded as “excellent.”
“Apple took the top spot with a rating of 67%, placing it 119th overall out of 268 companies across 19 industries, while Hewlett-Packard came in a close second with a rating of 64% and an overall ranking of 144th,” said Temkin Group.
The findings are hardly a surprise for anyone, as most customer experience research studies end with Apple Inc. sitting at the top of the food chain.
This is the fourth straight winning year for Apple, while HP also remains where it was in previous years. The same thing cannot be said about the likes of Sony and Compaq, whose customers are less satisfied with their service. Both earned a 55% rating and ranked in 232nd place.
“Apple continues to be the customer experience pace-setter in the computer market, but HP has become a very strong contender,” states Bruce Temkin, managing partner of Temkin Group.
The group offers a lowdown of the ratings of all computer makers in 2014: Apple (67%), Hewlett-Packard (64%), Toshiba (61%), Acer (61%), Lenovo (61%), Gateway (59%), Dell (59%), eMachines (59%), Sony (55%), and Compaq (55%).
The computing segment was one of the 15 industries that managed to improve its rating over the past year (by 1.5 percentage points), according to Temkin.
Interested parties can download the 2014 Temkin Experience Ratings at the Customer Experience Matters blog at ExperienceMatters.wordpress.com, and from the Temkin Group website, www.TemkinGroup.com.
In addition to watching the computer industry, Temkin also tracks customer experience across airlines, wireless carriers, appliance makers, hotel chains, auto dealers, banks, car rental agencies, credit card issuers, fast food chains, grocery chains, health plans, insurance carriers, Internet service providers, investment firms, software firms, TV service providers, and other commercial activities.