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A trio of beloved companies are doing a great job of providing customers with a positive emotional experience, according to a new survey.
Read more: Best auto insurance companies
For the past five years, customer experience research firm Temkin Group has monitored the strong emotions — from upset to delighted and everything in between — that companies evoke among their customer base.
This year, Temkin surveyed 294 companies across 20 industries and asked 10,000 people one simple question: “Thinking of your most recent interactions with each of these companies, how did you feel about those interactions?”
The companies that came out with the highest marks include grocer Publix, quick service restaurant Chick-fil-A and extended stay hotel Residence Inn
Just a notch below those three with very strong showings were H-E-B, True Value, Kroger, Save-a-Lot, Wawa Food Market, QVC and Amazon.
Why measure a hard-to-quantify metric like consumer emotion? Because emotion is the #1 driver of customer loyalty, according to Temkin.
Further insights from the study include:
Read more: Best home insurers
This post was last modified on March 22, 2017 4:27 pm
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