Report: 2017 Temkin Experience Ratings, UK

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years.

The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate their recent interactions with 157 companies across 16 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

Here are some highlights from the research:

  • Co-op, M&S Food, and Lidl earned highest overall ratings, while Audi, BMW, and Flybe earned the lowest.
  • When we compared company ratings with their industry averages, we found that Saga, Premier Inn, Vauxhall, and Volkswagen most outperformed their peers, while Audi and Bank of Scotland fell well below their competitors.
  • Take a look at a listing of all 157 companies.

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
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Here are the top and bottom companies and the industry averages in the 2017 Temkin Experience Ratings, UK:

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
BuyDownload3


Report Outline:

  • Co-op, M&S, & Lidl Earn Top Customer Experience Ratings
    • Supermarkets Dominate Top of Ratings and Rental Cars & Transport Control the Bottom
    • Success,Effort, and EmotionExperience Ratings
  • Calculating the Temkin Experience Ratings
  • The Path to Customer Experience Excellence

 

Figures in the Report:

  1. The Temkin Experience Ratingsis Based on the Three Components of an Experience
  2. 2017 Temkin Experience RatingsEvaluates 157 Companies Across 16 Industries
  3. 2017 Temkin Experience Ratings(TxR), Top 50 Organizations
  4. 2017 Temkin Experience Ratings(TxR), Bottom 50 Organizations
  5. 2017 Temkin Experience Ratings(TxR), Range of Industry Scores
  6. 2017 Temkin Experience Ratings(TxR), Industry Leaders and Laggards
  7. 2017 Temkin Experience Ratings, Most Above and Below Industry Average
  8. Industry Component Average Scores for 2017 Temkin Experience Ratings
  9. 2017 Temkin Experience Ratings, Leaders and Laggards in Emotion Component
  10. 2017 Temkin Experience Ratings, Leaders and Laggards in Success Component
  11. 2017 Temkin Experience Ratings, Leaders and Laggards in Effort Component
  12. Calculating the Temkin Experience Ratings
  13. Customer Experience Competencies and Maturity

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
BuyDownload3

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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