Report: 2012 Temkin Experience Ratings UK
January 23, 2012 2 Comments
I’m excited to announce the launch of Temkin Group’s newest offering….
We introduced the Temkin Ratings site in the US last year. The site provides free access to all of our ratings, making it easy to see how consumers rate large companies across a number of dimensions. We decided to extend the Temkin Ratings into the UK with four of our ratings: Experience, Loyalty, Trust, and Forgiveness. You can review all of those ratings from the Temkin Ratings UK site.
As you can see below, we’re also providing the Temkin Experience Ratings report free of charge. We will providing some details around the other ratings in future posts. And, of course, we will be releasing the 2012 ratings in the US later this year — with even more industries.
1) John Lewis
Here is the executive summary from the report:
John Lewis and Waitrose tied for first in the 2012 Temkin Experience Rankings UK, with several other grocery stores and Amazon.com rounding out the top ten. We asked 3,000 British consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional. These data allowed us to rate 66 companies across seven industries. Only two of those companies received an “excellent” rating, while 26% fell in the “good” category. The results show that retailers and grocery stores deliver the best experience while personal computer manufacturers and insurance companies provide the worst.
The Temkin Experience Ratings UK are based on evaluating three elements of experience:
- Functional: How well do experiences meet consumers’ needs?
- Accessible: How easy is it for consumers to do what they want to do?
- Emotional: How do consumers feel about the experiences?
Here are the ratings for all 66 companies:
Are you interested in getting a deeper look at the data? Or do you want to see the differences in industries across age? Then you should visit Temkin Ratings at www.temkinratings.co.uk.
The bottom line: Customer experience excellence is in short supply.