2017 Temkin Trust Ratings, UK: Nationwide, John Lewis, and M&S Food on Top

Trust is a critical component of a strong relationship with customers. That’s why Temkin Group has been measuring trust for several years in the U.S.

This year we’re publishing the 2017 Temkin Trust 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 Nationwide, John Lewis, and M&S Food.  At the bottom of the list are Audi, Bank of Scotland, and BMW. Nationwide, Nissan, and Virgin Atlantic are more than 20 percentage-points above their industry averages, while Audi and Bank of Scotland are more than 40 points below their peers.

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

Download dataset for $295 (see sample file)

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John Lewis, Amazon, and Waitrose Lead 2012 UK Loyalty Ratings

We are happy to announce the 2012 Temkin Loyalty Ratings UK, which examines how loyal UK consumers are to 66 large brands. Only 28% of the companies  received “good” or “excellent” loyalty ratings while 39% had “very poor” ratings:

As you can see from the distribution across industries below, groceries and retailers are well ahead of other industries in loyalty of their customers while insurers and credit cards are well behind.

The Temkin Loyalty Ratings are based on three underlying areas of loyalty:

  • Willingness to purchase more products or services
  • Likelihood to recommend the company to a friend or colleague
  • Reluctance to switch business away from the company

We ask consumers to rate their loyalty in these areas on a seven-point scale. The “net” scores for each of these areas is calculated by taking the percentage of consumers that select the top two boxes and subtract the percentage of consumers that select the bottom three boxes. The overall loyalty rating is an average of these three scores. Here’s the loyalty for each of those components:

Here are the top and bottom 10 companies in each of the loyalty components:

To access the full ratings and all of the data associated with this study, visit the Temkin Ratings UK website

The bottom line: Most UK companies have a lot of loyalty to build

Report: 2012 Temkin Experience Ratings UK

I’m excited to announce the launch of Temkin Group’s newest offering….

We introduced the Temkin Ratings site in the US last year. The site provides free access to all of our ratings, making it easy to see how consumers rate large companies across a number of dimensions. We decided to extend the Temkin Ratings into the UK with four of our ratings: Experience, Loyalty, Trust, and Forgiveness. You can review all of those ratings from the Temkin Ratings UK site.

As you can see below, we’re also providing the Temkin Experience Ratings report free of charge. We will providing some details around the other ratings in future posts. And, of course, we will be releasing the 2012 ratings in the US later this year — with even more industries.

We just published a new Temkin Group report, 2012 Temkin Experience Ratings UK. Congratulations to the top six companies (out of 66 in the ratings):

1) John Lewis
1) Waitrose
3) Amazon.co.uk
4) Farmfoods
4) Iceland
4) Morrisons

Here is the executive summary from the report:

John Lewis and Waitrose tied for first in the 2012 Temkin Experience Rankings UK, with several other grocery stores and Amazon.com rounding out the top ten. We asked 3,000 British consumers to rate their recent interactions with companies across three dimensions of their experience: functional, accessible, and emotional. These data allowed us to rate 66 companies across seven industries. Only two of those companies received an “excellent” rating, while 26% fell in the “good” category. The results show that retailers and grocery stores deliver the best experience while personal computer manufacturers and insurance companies provide the worst.

Download report for FREE

The Temkin Experience Ratings UK are based on evaluating three elements of experience:

  1. Functional: How well do experiences meet consumers’ needs?
  2. Accessible: How easy is it for consumers to do what they want to do?
  3. Emotional: How do consumers feel about the experiences?

Here are the ratings for all 66 companies:

Download report for FREE

Are you interested in getting a deeper look at the data? Or do you want to see the differences in industries across age? Then you should visit Temkin Ratings at www.temkinratings.co.uk.

The bottom line: Customer experience excellence is in short supply.

Play.com Tops UK Customer Experience Index

Last November we introduced Forrester’s Customer Experience Index in the US, with Costco and Borders taking the top 2 spots. Using the same methodology to examine three key elements of customer experience (usefulness, ease of use, and enjoyability), we recently published the The UK Customer Experience Index, 2008.

Based on a survey of nearly 1,200 UK consumers, we ranked 25 firms. Here are some of the details:

  • Top five in the rankings:
    • Play.com [#1]
    • Amazon UK [#2]
    • John Lewis [#3]
    • ASDA [#4]
    • Tesco [#5]
  • Bottom five in the rankings:
    • British Gas [#25]
    • AOL [#24]
    • Virgin/NTL Telewest [#23]
    • BT Internet/Openworld [#22]
    • Vodafone [#21]
  • Retailers took the top 8 spots, but here are the leaders in other sectors:
    • Banking: Lloyds TSB [#8]
    • Mobile: T-Mobile [#17]
    • ISP: BT Internet/Openworld [#22]

We’ll be fielding the survey again in the US in a few months, so keep your eyes out for Forrester’s second annual Customer Experience Index later this year.

The bottom line: There’s room for customer experience improvements everywhere.