ACE Rent A Car and Advantage Rent-A-Car Have the Most Loyal Customers, According to New Temkin Group Research
Third Annual Temkin Loyalty Index Rates 329 Companies Across 20 Industries
WABAN, Mass., Oct. 24, 2017 /PRNewswire/ -- Temkin Group released a new research report "Temkin Loyalty Index, 2017." This is the third year of this study that examines the loyalty of 10,000 U.S. consumers to 329 companies across 20 industries.
To determine companies' Temkin Loyalty Index (TLi), Temkin Group asked respondents to rate how likely they are to exhibit five loyalty-related behaviors: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company's new offerings.
ACE Rent A Car, Advantage Rent-A-Car earned the highest TLi, followed by Mercedes-Benz, Fox Rent A Car, Navy Federal Credit Union (NFCU), Fujitsu, AmazonFresh, and Siemens. Six out of eight of the firms with the lowest TLis are TV/Internet service providers: Time Warner Cable, Comcast, Cox Communications, Optimum, Dish Networks, and Charter Communications. The other firms with the lowest TLi are two health plans: Anthem and Aetna.
The average TLI for each of the 20 industries increased since last year.
"It was great to see such an increase in loyalty from last year, but there's still a big problem with TV/Internet service providers," states Bruce Temkin, Managing Partner of Temkin Group.
Here are some highlights from the five areas of loyalty in the study:
- Customers are most likely to recommend ACE Rent a Car, AmazonFresh, and NFCU and least likely to recommend Time Warner Cable, Comcast, and Cox Communications.
- Customers are most likely to repurchase from Publix, H-E-B, and Trader Joe's and least likely to repurchase from Time Warner Cable, Comcast, and Cox Communications.
- Customers are most likely to forgive Advantage Rent-A-Car, ACE Rent A Car, Fujitsu and NFCU and least likely to forgive Comcast, Time Warner Cable, and Cox Communications.
- Customers are most likely to try a new offering from ACE Rent A Car, Advantage Rent-A-Car, and Siemens and least likely to show product loyalty to Fifth Third, Citizens, and Time Warner Cable.
- USAA and NFCU are the most trusted companies, while Time Warner Cable, Comcast, and Cox Communications are the least.
The 20 industries included in this report are airlines, auto dealers, banks, computer and tablet makers, credit card issuers, fast food chains, grocery chains, health plans, hotel chains, insurance carriers, investment firms, major appliance & TV makers, parcel delivery services, rental car agencies, retailers, software firms, streaming media services, TV and Internet service providers, utilities, and wireless carriers.
The report "Temkin Loyalty Index, 2017" can be downloaded from the Customer Experience Matters blog, at ExperienceMatters.wordpress.com as well as from the Temkin Group website, www.TemkinGroup.com.
About Temkin Group: Temkin Group is a leading customer experience research, consulting, and training 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 to [email protected].
About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience visionary and is Customer Experience Transformist and Managing Partner of Temkin Group. He is also the author of the very popular blog, Customer Experience Matters®. Prior to forming Temkin Group, he was a VP at Forrester Research for 12 years. Bruce is a highly demanded speaker and regularly quoted in the press. He is also the co-founder of the Customer Experience Professionals Association.
Net Promoter Score, Net Promoter, and NPS are registered trademarks of Bain & Company, Satmetrix Systems, and Fred Reichheld.
Customer Experience Matters is a registered trademark of Temkin Group.
SOURCE Temkin Group
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