Whirlpool Tops Customer Experience Rating Survey
May 21, 2014
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A Temkin Ratings survey of customer experiences with U.S. companies ranked Whirlpool Corp. No. 1 and Electrolux No. 2 in the Major Appliances category.
A Temkin Experience Rating (TER) is based on consumer feedback of their recent interactions with companies. Temkin asks consumers to rate three components of the experience: Functional, Accessible, and Emotional, on a 7-point scale.
The ratings for Major Appliances producers and their experience rating:
• Whirlpool: TER of 67% and a company TER vs. Industry TER of 6
• Electrolux: 63% and 2
• LG: 62% and 1
• Samsung: 61% and 1
• GE: 60% and -1
• Toshiba: 58% and -3
• Bosch: 58% and -3
• Fujitsu: 56% and -4
• Haier: 55% and -6
• Hitachi: 52% and -9
Temkin rates the three components of Functional, Accessible, and Emotional, on a 7-point scale. For each component, the company takes the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in what Temkin calls a “net goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages.
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