New Survey Finds Retail Customer Service is Tops, Healthcare Not so Much
A Bulldog Reporter article reports that the Temkin Group, a research and consulting firm, recently published a new report entitled “The 2011 Temkin Experience Ratings”, about consumers’ customer experience in three areas:
1. How well did the experience meet their needs?
2. How easy was it, and
3. How did they feel about the experience?
The report analyzed feedback from a survey of 6,000 customers who recently interacted with 143 large U.S. companies in 12 industries, ranging from banks to airlines to health plans and retailers.
Bruce Temkin, managing partner of the Temkin Group, and author of the report said “research shows that customer experience directly correlates with loyalty, and most companies have a long way to go to earn their customers’ loyalty… Companies are fooling themselves if they think customers will continue to put up with it.”
I would be interested to hear if you think healthcare PR can help to improve customers’ opinions of health plans.
Read the article entitled: “Retail Giants Amazon, Kohl’s and Costco Receive Top Customer Experience Scores — Among a Small Number of Positive Ratings — While National Healthcare Providers Land at the Bottom in New Study”
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