2017 Temkin Effort Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Effort Ratings for the U.S. and UK, which is one of the components of the overall Temkin Experience Ratings, the openly available standard for CX metrics.

In January 2017, we surveyed 10,000 U.S. consumers and 5,000 UK consumers about their experiences with companies. We used that feedback to calculate the Temkin Effort Ratings for 329 companies in the U.S. (see U.S. companies) and 157 in the UK (see UK companies). You can access the full datasets in the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

As you can see in the charts below:

  • Supermarkets earned the highest average scores in both the U.S. and UK.
  • In the U.S., TV/Internet service providers and health plans earn the lowest ratings (58%), but they are still much higher than the lowest UK industry, rental cars & transport (35%).
  • Publix (91%), QVC (90%), and Hardees (90%) are on the top of the U.S. ratings. HealthNet (41%), Medicaid (44%), and Blue Shield of CA (49%) are on the bottom.
  • Co-op (89%), Waitross (89%), Lidl (87%), and Marks & Spencer (87%) are on the top of the UK ratings. Audi (-5%), BMW (11%), and Flybe (13%) are on the bottom.

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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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