2017 Temkin Emotion Ratings, U.S. & UK

In this post, I examine the 2017 Temkin Emotion 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:

  • Three supermarkets—Amazon Fresh, Publix, and H-E-B—are on the top in the U.S. Temkin Emotion Ratings, while three TV/Internet service providers—Comcast, Time Warner, and Cox Communications—are on the bottom.
  • Domino’s, Costa Coffee, and M&S Food are on the top in the UK Temkin Emotion Ratings, while Audi, BMW, and Flybe are on the bottom.
  • Supermarkets and fast food earn the highest industry averages in the Temkin Emotion Ratings in both the U.S. and UK. TV/Internet service provides and health plans are the lowest in the U.S., while airlines and rental cars are the lowest in the UK.

temkin emotion ratings

temkin emotion rating industry averages

Access the full Temkin Emotion Ratings datasets as part of the 2017 Temkin Experience Ratings, US and in the 2017 Temkin Experience Ratings, UK.

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

One thought on “2017 Temkin Emotion Ratings, U.S. & UK”

  1. What really comes through in this research is that many industries, both in the UK and the US, feature both leaders and laggards. This gap was replicated in our own research with UK insurers – one company responded on Facebook in 3 minutes, yet another took nearly a day to answer the same question. In the US pet insurers answered 53% of queries online, compared to 18% of health insurers. This type of performance will cause consumers to switch provider, hitting the bottom line. More in this Eptica blog https://www.eptica.com/blog/how-insurance-sector-failing-rise-digital-cx-challenge

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