Announcing Temkin Ratings

I am excited to announce the launch of a new website…

In my post about the 2011 Temkin Experience Ratings research, I briefly mentioned Temkin Ratings. But I wanted to provide a bit more explanation about what we are trying to do. Let’s start with a screen shot from the Temkin Experience Ratings portion of the site…

As you can see above, the Temkin Ratings site will provide access to six different ratings:

The Temkin Experience Ratings is live and the others (Loyalty, Forgiveness, Trust, Customer Service, and Web Experience) will be coming soon. The ratings are based on a survey of 6,000 US consumers. By establishing quotas for age, income, ethnicity, gender, and geographic regions that are consistent with the US Census, the set of respondents is representative of the overall US population. So think of the results as the collective voice of US consumers.

We have three goals for Temkin Ratings:

  1. Amplify the voice of consumers by making the results of the their feedback widely available
  2. Encourage companies to discuss and reflect on how they interact with customers
  3. Provide easy access to the underlying datasets for those people who want to dig deeper (you can purchase data from the site)

We will also publish research reports in conjunction with each of these ratings. So, as you can see, Temkin Group will be quite busy!

The bottom line: We invite you to visit Temkin Ratings

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.