Apple and HP Prevail as Customer Experience Leaders in Computer Industry, According to Latest Temkin Group Research

  Apple and HP Prevail as Customer Experience Leaders in Computer Industry,
                  According to Latest Temkin Group Research

Third Annual Temkin Experience Ratings Evaluates 246 Companies Across 19

PR Newswire

WABAN, Mass., March 22, 2013

WABAN, Mass., March 22, 2013 /PRNewswire/ --Based on a study of 10,000 U.S
consumers, Apple and HP earned the top spots in the computer sector of the
2013 Temkin Experience Ratings. At the other end of the spectrum, Sony and
Lenovo were the lowest-rated computer makers.

"Apple continues to be the customer experience leader in computers, but HP has
narrowed the gap," states Bruce Temkin, managing partner of Temkin Group.

The Temkin Experience Ratings evaluates three areas of customer experience:
functional (can customers do what they want to do), accessible (how easy it is
to work with the company), and emotional (how consumers feel about their

The ratings include 10 computer makers: Acer, Apple, Compaq, Dell, eMachines,
Gateway, Hewlett-Packard, Lenovo, Sony, and Toshiba.

Here are some additional highlights from the ratings:

  oThe computer industry has been steadily improving over the last three
    years, from an average Temkin Experience Rating of 54% in 2011 to 60% this
  oApple is the highest-ranked computer maker for the third straight year,
    ranked #134 across all industries. It's rating of 64%, is one percentage
    point below its 2012 rating. It also led the industry in the accessible
    and emotional components of the ratings.
  oHP is in second place in the industry with a rating of 62% and leads in
    the functional component. The company's ratings increased three percentage
    points since last year, narrowing the gap with Apple.
  oDell showed the largest improvement over 2012, with an increase of six
    percentage points.
  oThe lowest-ranked computer makers are Sony and Lenovo, with ratings of
    54%. Both of those firms had the largest declines in the industry.
  oSony is the lowest rated in functional and accessible components and
    Lenovo is the lowest rated in the emotional component.
  oThe average rating for computer makers places the sector tied for 13th out
    of 19 industries.

The 2013 Temkin Experience Ratings along with other ratings can be accessed at
the Temkin Ratings website,

The report "2013 Temkin Experience Ratings" can be downloaded for free from
the Customer Experience Matters^® blog, at as
well as from the Temkin Group website,

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.
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.

About Bruce Temkin: Bruce Temkin is widely recognized as a customer experience
thought leader and is Customer Experience Transformist and Managing Partner of
Temkin Group. He is also the author of a 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 who consistently receives high marks for his content-rich,
entertaining keynote addresses. He is also the co-founder and Chair of the
Customer Experience Professionals Association (, a global non-profit
organization dedicated to the advancement of customer experience management.

Customer experience matters is a registered trademark of Temkin Group.

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SOURCE Temkin Group

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