|By PR Newswire||
|March 21, 2014 08:32 AM EDT||
WABAN, Mass., March 21, 2014 /PRNewswire/ -- 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.
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. This is Apple's fourth straight year as the highest-rated computer maker, and Hewlett-Packard maintained its second-place position from last year. At the other end of the spectrum, Sony and Compaq tied for the lowest-rated computer maker, each with a rating of 55% and overall ranking of 232nd. While Sony was also on the bottom in 2013, this is the lowest ranking that Compaq has ever received.
"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.
Here are some additional findings from the computer making industry:
- The ratings of all computer makers in the 2014 Temkin Experience Ratings are as follows: Apple (67%), Hewlett-Packard (64%), Toshiba (61%), Acer (61%), Lenovo (61%), Gateway (59%), Dell (59%), eMachines (59%), Sony (55%), and Compaq (55%).
- Lenovo (+7 points), Apple (+3 points), and eMachines (+3 points) improved their ratings the most between 2013 and 2014.
- Compaq (-4 points) and Dell (-1 point) were the only computer makers whose ratings declined between 2013 and 2014.
- Overall, the computer making industry averaged a 62% rating in the 2014 Temkin Experience Ratings and tied for 11th place out of 19 industries. It was also one of the 15 industries to improve its rating over the past year, increasing its average by 1.5 percentage points.
Now in its fourth year of publication, the 2014 Temkin Experience Ratings examines the quality of the customer experience delivered by 268 organizations 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.
To generate these ratings, Temkin Group asked consumers to evaluate their experiences with a company across three dimensions: functional (can you do what you want to do?), accessible (how easy is it to work with the company?), and emotional (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce a company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent."
The 2014 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
The free report "2014 Temkin Experience Ratings" is available for download at the Customer Experience Matters® blog (ExperienceMatters.wordpress.com) and at the Temkin Group website, www.TemkinGroup.com.
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, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. 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 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
Jul. 3, 2015 11:45 AM EDT Reads: 724
Jul. 3, 2015 11:45 AM EDT Reads: 1,110
Jul. 3, 2015 11:15 AM EDT Reads: 906
Jul. 3, 2015 11:15 AM EDT Reads: 2,353
Jul. 3, 2015 11:00 AM EDT Reads: 609
Jul. 3, 2015 11:00 AM EDT Reads: 682
Jul. 3, 2015 11:00 AM EDT Reads: 698
Jul. 3, 2015 11:00 AM EDT Reads: 769
Jul. 3, 2015 11:00 AM EDT Reads: 1,065
Jul. 3, 2015 10:00 AM EDT Reads: 757
"A lot of the enterprises that have been using our systems for many years are reaching out to the cloud - the public cloud, the private cloud and hybrid," stated Reuven Harrison, CTO and Co-Founder of Tufin, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 3, 2015 09:00 AM EDT Reads: 787
The Internet of Things is not only adding billions of sensors and billions of terabytes to the Internet. It is also forcing a fundamental change in the way we envision Information Technology. For the first time, more data is being created by devices at the edge of the Internet rather than from centralized systems. What does this mean for today's IT professional? In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists addressed this very serious issue of pro...
Jul. 3, 2015 09:00 AM EDT Reads: 1,282
"We got started as search consultants. On the services side of the business we have help organizations save time and save money when they hit issues that everyone more or less hits when their data grows," noted Otis Gospodnetić, Founder of Sematext, in this SYS-CON.tv interview at @DevOpsSummit, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 3, 2015 08:45 AM EDT Reads: 1,107
Internet of Things (IoT) will be a hybrid ecosystem of diverse devices and sensors collaborating with operational and enterprise systems to create the next big application. In their session at @ThingsExpo, Bramh Gupta, founder and CEO of robomq.io, and Fred Yatzeck, principal architect leading product development at robomq.io, discussed how choosing the right middleware and integration strategy from the get-go will enable IoT solution developers to adapt and grow with the industry, while at th...
Jul. 3, 2015 08:15 AM EDT Reads: 2,090
"We have a tagline - "Power in the API Economy." What that means is everything that is built in applications and connected applications is done through APIs," explained Roberto Medrano, Executive Vice President at Akana, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 3, 2015 08:00 AM EDT Reads: 1,109