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.

2017 Temkin Effort Ratings

2017 Temkin Effort Ratings Leaders and laggardsTemkin Effort ratings UK leaders and laggardstemkin effort ratings methodology

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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