2015 Temkin Loyalty Index Reveals Top Consumer Loyalty Leaders and Laggards

Strategic Insights -

Temkin Group's 2015 Temkin Loyalty Index, based on a study of 10,000 U.S. consumers, evaluated the loyalty of 293 companies across 20 industries. The report found that USAA, H-E-B, Publix, and Trader Joe's topped the list in terms of consumer loyalty, while Con Edison of NY, Coventry Health Care, Comcast, and Time Warner Cable fell far behind their industry averages. The study highlights the significant gap in loyalty between industry leaders and laggards, with TV service providers and Internet service providers having the lowest loyalty levels.

Key Takeaways:

  • USAA, H-E-B, Publix, and Trader Joe's have the highest consumer loyalty levels, with 75% or higher of consumers indicating they are likely to repurchase from these companies.
  • Con Edison of NY, Coventry Health Care, Comcast, and Time Warner Cable have the lowest loyalty levels, with less than 10% of consumers indicating they are likely to repurchase from these companies.
  • TV service providers and Internet service providers have the lowest loyalty levels, with only 4% and 5% of consumers indicating they are loyal to these companies.
  • Industry leaders in loyalty include airlines (JetBlue), auto dealers (Lexus), banks (USAA), and retailers (Amazon.com).
  • The study highlights the importance of building trust and delivering high-quality products and services to earn consumer loyalty.
  • Temkin Group's research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners.

Statistics:

  • 10,000 U.S. consumers participated in the study.
  • 293 companies across 20 industries were evaluated.
  • The Temkin Loyalty Index evaluates the likelihood of consumers to repurchase from a company, recommend the company to others, forgive the company if it makes a mistake, trust the company, and try the company's new offerings.
  • 75% or higher of consumers indicated they are likely to repurchase from USAA, H-E-B, Publix, and Trader Joe's.
  • 10% or less of consumers indicated they are likely to repurchase from Con Edison of NY, Coventry Health Care, Comcast, and Time Warner Cable.
  • 4% and 5% of consumers indicated they are loyal to TV service providers and Internet service providers, respectively.
  • Industry leaders in loyalty have an average customer satisfaction score of 75% or higher.

Sources:

  • Temkin Group
  • Customer Experience Matters blog
  • Customer Experience Professionals Association (CXPA.org)
  • Forrester Research