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Amazon, Barnes & Noble, and Hewlett-Packard Earn Top Customer Experience Ratings for Computers and Tablets, According to Temkin GroupWABAN, Mass., May 25, 2016 /PRNewswire/ -- Amazon (Kindle), Barnes & Noble (Nook), and Hewlett Packard deliver the best customer experience in the computer and tablet industry, according to the 2016 Temkin Experience Ratings, an annual ranking of companies based on a survey of 10,000 U.S. consumers. Logo - http://photos.prnewswire.com/prnh/20160524/371416LOGO Logo - http://photos.prnewswire.com/prnh/20160524/371417LOGO Amazon took the top spot for the second year in a row, earning a rating of 73% and placing 28th overall out of 294 companies across 20 industries. Barnes & Noble and Hewlett-Packard tied for the distant second spot out of 12 firms in the industry, each receiving a rating of 61% and an overall rank of 142nd. At the other end of the spectrum, eMachines and Compaq tied for the lowest-rated computer and tablet maker, each with a rating of 44% and an overall ranking of 278th. Overall, the computer and tablet industry averaged a 59% rating in the 2016 Temkin Experience Ratings and came in 9th place out of 20 industries. The average rating of the industry decreased by four percentage-points between 2015 and 2016, dropping from 63% to 59%. "Apple has given up control of customer experience in the computer industry, especially with the addition of tablets that include Amazon," states Bruce Temkin, managing partner of Temkin Group. Here are some additional findings from the computer and tablet industry:
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating. In these ratings, a score of 70% or above is considered "good," and a score of 80% or above is considered "excellent." In this year's Temkin Experience Ratings, 20% of companies earned a "good" or "excellent" score, while 44% received a "poor" or "very poor" score. The 2016 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com. The free report, "2016 Temkin Experience Ratings," is available for download at the Customer Experience Matters® blog (ExperienceMatters.wordpress.com) and at the Temkin Group website, www.TemkinGroup.com. About Temkin Group: Temkin Group is 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, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices 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 to [email protected]. *Customer experience matters is a registered trademark of Temkin Group.
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/amazon-barnes--noble-and-hewlett-packard-earn-top-customer-experience-ratings-for-computers-and-tablets-according-to-temkin-group-300274573.html SOURCE Temkin Group 
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