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2011 Temkin Web Experience Ratings (June 2011)

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Amazon.com, Regions, and USAA took the top spots in the 2011 Temkin Web Experience Ratings. We asked 6,000 US consumers to rate their recent online experience. This data allowed us to rate 119 companies across 12 industries. Only 7% of those companies received a “good” or “very good” Web Experience rating. While there is some diversity at the top of the ratings, TV service providers, Internet service providers, and health plans dominate the bottom of the list. To improve the online experience, companies need to master the entire experience, examining what Temkin Group calls SLICE-B.


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