Temkin Group yesterday issued its annual Temkin Emotion Ratings report, which "benchmarks the positive and negative emotions that consumers have when they interact with 294 companies across 20 industries," and concluded that "Publix, Chick-fil-A, and Residence Inn earned the only 'excellent' scores for delivering the most positive emotional experiences, followed closely by H-E-B, True Value, Kroger, Save-a-Lot, Wawa Food Market, QVC, and Amazon."
The report also says that "the supermarket and fast food industries earned the highest average Temkin Emotion Ratings (at 'okay' level), while health plans, TV service providers, and Internet providers were at the bottom with 'very poor' ratings ... At the other end of the emotional spectrum, the companies with the lowest Ratings are Comcast (for both Internet service and TV service), Fujitsu, Health Net, Blue Shield of CA, Anthem, Time Warner Cable, Commonwealth Edison, Medicaid, Charter Communications, and AT&T."
Temkin suggests that emotional resonance can have an economic impact - that "those who have a positive emotional experience are 15.1 times more likely to recommend a company" ... "8.4 times more likely to trust a company" ... "7.8 times more likely to try new products and services from a company" ... "7.1 times more likely to purchase more from company" .... and "6.6 times more likely to forgive a company after it makes a mistake."
The report also says that "the supermarket and fast food industries earned the highest average Temkin Emotion Ratings (at 'okay' level), while health plans, TV service providers, and Internet providers were at the bottom with 'very poor' ratings ... At the other end of the emotional spectrum, the companies with the lowest Ratings are Comcast (for both Internet service and TV service), Fujitsu, Health Net, Blue Shield of CA, Anthem, Time Warner Cable, Commonwealth Edison, Medicaid, Charter Communications, and AT&T."
Temkin suggests that emotional resonance can have an economic impact - that "those who have a positive emotional experience are 15.1 times more likely to recommend a company" ... "8.4 times more likely to trust a company" ... "7.8 times more likely to try new products and services from a company" ... "7.1 times more likely to purchase more from company" .... and "6.6 times more likely to forgive a company after it makes a mistake."
- KC's View:
