1 Ameriprise is rated #1 in the investment firm category for customer service according to the Temkin Group 2017 Customer Service Ratings. The Temkin Customer Service Ratings (TCSR) is an openly available benchmarking metric for a critical customer interaction. The TCSR is based on consumer feedback of their recent interactions with companies. Consumers were asked to rate how satisfied they were with recent customer service experiences. Responses were on a scale from 1= “very dissatisfied” to 7= “very satisfied”. TCSR was calculated by taking the percentage of consumers that gave a rating of 6 or 7 and subtracting the percentage that gave a rating of 1, 2, or 3. See www.temkinratings.com for more.
2 Ameriprise Financial was ranked #1 in the investment industry for customer loyalty according to the 2017 Temkin Group Loyalty Index. The Temkin Group Loyalty Index is an average of five loyalty ratings: repurchasing from the company, recommending the company to others, forgiving the company if it makes a mistake, trusting the company, and trying the company’s new offerings. The survey was fielded in January 2017 to 10,000 U.S. consumers, with quotas for age, income, ethnicity, and region to ensure that the distribution of respondents matched the U.S. Census data for the U.S. population. Consumers were asked to identify companies that they had interreacted with over the previous 90 days and were asked a series of questions about a random sample of those organizations, drawing from a total of 329 companies across 20 industries. For each company, the percentage of customers who considered themselves “very likely” to exhibit each of the five loyalty behaviors is determined. The Temkin Loyalty Index is then calculated by averaging the percentage of those five behaviors. See www.temkingroup.com for more.
3 Ameriprise Financial was rated #2 in the investment industry for trust according to the Temkin Group 2017 Trust Ratings. The Temkin Trust Ratings (TTR) is an openly available loyalty benchmarking metric. When companies have earned trust, their customers are willing to believe their claims and are more inclined to work with the company. The TTR is based on consumer feedback of their recent interactions with companies. Consumers were asked “to what degree do you TRUST that these companies will take care of your needs?” Responses are on a scale from 1= “do not trust at all” to 7= “completely trust.” TTR is calculated by taking the percentage of consumers that gave a rating of 6 or 7 and subtracting the percentage that gave a rating of 1, 2, or 3. See www.temkinratings.com for more.
4 Rating based on responses to a consumer survey as part of the Temkin Group 2016 (#1 rating) and 2017 (#2 rating) Net Promoter Score® Benchmark Studies. Many large companies use Net Promoter Score® (NPS) to evaluate their customers’ loyalty. The Temkin Group Net Promoter Score® Benchmark Studies measured consumers’ overall brand perception of 299 companies across 20 industries. To determine a company’s NPS score, the Temkin Group surveyed 10,000 U.S. consumers in August 2016 (#1 rating) and August 2017 (#2 rating). Respondents answered the standard NPS question: How likely are you to recommend <company> to friends and colleagues? Consumers selected a response from 0 (not at all likely) to 10 (extremely likely). For each company, the Temkin Group calculated the percentages of Promoters (selected 9 or 10), passives (selected 7 or *), or detractors (selected between 0 and 6). NPS is found for each company by subtracting its percentage of detractors from its percentage of promoters. See www.temkingroup.com for more.