2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, & Nationwide On Top

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S.

This year we’re publishing the 2017 Temkin Forgiveness Ratings, UK, which evaluates 157 companies across 16 industries based on a survey of 5,000 UK consumers in January 2017 (see full list of companies below). At the top of the ratings are Sony, Aldi, and Nationwide. At the bottom of the list are Audi, Bank of Scotland, and Airbnb.

You can see a summary of the results in the charts below, and you can also purchase the dataset with 2017 Temkin Forgiveness Ratings, UK for all 157 companies. And it also includes industry average Temkin Forgiveness Ratings across age groups.

Download dataset for $295 (see sample file)
download temkin forgiveness ratings report

temkin forgiveness rating UK

industry temkin forgiveness ratings UK industry temkin forgiveness ratings UK

Download dataset for $295 (see sample file)
buy Temkin forgiveness ratings UK report

Methodology:

The data was collected from an online survey of 5,000 UK consumers during January 2015. Quotas were set to mirror the UK population for age, income, gender, ethnicity, and geographic regions.

The Temkin Forgiveness Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “How likely are you to forgive these companies if they deliver a bad experience?” Potential responses range from 1= “Extremely unlikely” to 7= “Extremely likely.” Temkin Forgiveness Rating for a company is calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who responded with 1, 2, or 3.

Temkin Ratings website
View a sortable list of results from the Temkin Forgiveness Ratings as well as other ratings on the Temkin Ratings website.

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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