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Large-Scale Analysis Study Analyzing Feedback from 10,000 U.S. Consumers About Added Than 150 Companies Shows Advance Over Aftermost YearWABAN, Mass., May 30, 2012 /PRNewswire/ — Temkin Group announces the absolution of its 2012 Temkin Web Acquaintance Ratings that examines how U.S. consumers amount the online adventures of 159 ample companies beyond 18 industries. This is the additional year that Temkin Group has appear these ratings.
Consumers gave the accomplished marks for web acquaintance to Amazon, acclaim unions, USAA, PNC, Southwest Airlines, eBay, Sam’s Club, ShopRite, JCPenney, and ING Direct. At the added end of the spectrum, consumers gave the everyman marks for web acquaintance to Charter Communications, Humana, Qwest, Cigna, Time Warner Cable, Anthem, Road Runner, Medicare, Blue Shield of CA, and TracFone.
The 2012 Temkin Web Acquaintance Ratings is based on a analysis of 10,000 U.S. consumers in January 2012 that covers the afterward 18 industries: Airlines, apparatus makers, auto dealers, banks, car rental agencies, computer makers, acclaim agenda issuers, fast aliment chains, grocery chains, bloom plans, auberge chains, allowance carriers, Internet account providers, advance firms, bindle commitment services, retailers, TV account providers, and wireless carriers.
“The online approach is added acceptable the advanced aperture to brands, but abounding companies still accommodate underwhelming web experiences,” states Bruce Temkin, columnist of the analysis and Managing Partner of Temkin Group. Temkin goes on to say: “The changes amid 2011 and 2012, however, are auspicious back we begin that best companies are improving.”
Temkin Group advised industry averages and begin that banks and advance firms accept acceptable the accomplished Temkin Web Acquaintance Ratings followed by auberge chains and retailers. But consumers gave actual low ratings to Internet account providers, bloom plans, and TV account providers.
The analysis additionally examines how alone companies are rated about to their industry peers. The afterward 11 firms outscored their industry boilerplate Temkin Web Acquaintance Ratings by 10 allotment credibility or more: Kaiser Permanente, Amazon, ShopRite, Southwest Airlines, USAA, Starbucks, H.E.B., Publix, acclaim unions, Marriott, and Apple.
The afterward 15 companies fell 10 allotment credibility or added beneath their industry averages: Wells Fargo Advisors, AAA, Charter Communications, Delta Airlines, Citibank, Bank of America, Humana, TracFone, Qwest, Old Navy, U.S. Airways, Rite Aid, Kohl’s, Kmart, and Charter Communications.
Temkin Group additionally analyzed changes in Temkin Web Acquaintance Ratings amid 2011 and 2012. Led by TV account providers and allowance carriers, 11 of the 12 industries that were in both the 2011 and 2012 ratings bigger back aftermost year.
Seventy-two percent of companies that were in the 2011 and 2012 Temkin Web Acquaintance Ratings showed improvement. Led by Comcast (Internet and TV service), Allstate, AOL, Charter Communications, Toshiba, and Sam’s Club, 20 companies bigger by 10 allotment credibility or added amid 2011 and 2012. Only three companies – Kohl’s, TracFone, and Rite Aid – beneath by 10 allotment credibility or added during that timeframe.
Analysis of these after-effects can be accessed from the blog, Chump Acquaintance Matters, at http://ExperienceMatters.wordpress.com. The abstracts can be accessed from the Temkin Ratings website, http://www.TemkinRatings.com.
For added advice about Temkin Group, appointment http://www.temkingroup.com.
About the author, Bruce TemkinBruce Temkin is broadly accustomed as a chump acquaintance anticipation baton and is Chump Acquaintance Transformist and Managing Partner of the Temkin Group. He is additionally the columnist of a actual accepted blog, Chump Acquaintance Matters. Prior to basic Temkin Group, he was a VP at Forrester Analysis for 12 years. Bruce is a awful accepted apostle who consistently receives aerial marks for his content-rich, absorbing keynote addresses. He is additionally the co-founder and Chair of the Chump Acquaintance Professionals Association (CXPA.org), a all-around non-profit alignment committed to the advance of chump acquaintance management.
About Temkin GroupTemkin Group is a arch chump acquaintance analysis and consulting close with one simple ambition for its clients: access chump adherence by acceptable added customer-centric. The aggregation combines chump acquaintance anticipation administration with a abysmal compassionate of the dynamics of ample organizations to advice chief admiral advance their results. For added information, acquaintance Bruce Temkin at 617-916-2075 or [email protected]This columnist absolution was issued through eReleases® Columnist Absolution Distribution. For added information, appointment http://www.ereleases.com.
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