Report: 2012 Temkin Experience Ratings UK
January 23, 2012 2 Comments
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.
The Temkin Experience Ratings UK are based on evaluating three elements of experience:
- Functional: How well do experiences meet consumers’ needs?
- Accessible: How easy is it for consumers to do what they want to do?
- Emotional: How do consumers feel about the experiences?
Here are the ratings for all 66 companies:
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.
About Bruce Temkin, CCXP
Customer Experience Matters® 
What is interesting with these findings is that the market positioning of brands is no guarantee of the customer service experience, so cheaper retailers such as Farm Foods and Iceland get a better rating than the likes of Marks & Spencer and Sainsbury. There’s a definite correlation with our own Eptica Multichannel Study (see blog post at http://eptica.wordpress.com/2011/06/14/the-customer-service-black-hole/) showing that while some companies have got it right, excellence is indeed in short supply.
Eptica: That’s a good observation. I talk about customer experience being about consistently delivering on brand messages that resonate with customers. That’s why a company like Ryanair that’s known for not giving anything extra to its customers may have the appropriate experience.