Report: 2017 Temkin Experience Ratings, UK

April 3, 2017 Leave a comment

We just published a Temkin Group report, 2017 Temkin Experience Ratings, UK. This is the same customer experience benchmark that we’ve been publishing for U.S. firms over the past seven years.

The UK Temkin Experience Ratings is a cross-industry, open-standard benchmark of customer experience. To generate these scores, we asked 5,000 UK consumers to rate their recent interactions with 157 companies across 16 industries and then evaluated their experiences across three dimensions: success, effort, and emotion.

Here are some highlights from the research:

  • Co-op, M&S Food, and Lidl earned highest overall ratings, while Audi, BMW, and Flybe earned the lowest.
  • When we compared company ratings with their industry averages, we found that Saga, Premier Inn, Vauxhall, and Volkswagen most outperformed their peers, while Audi and Bank of Scotland fell well below their competitors.
  • Take a look at a listing of all 157 companies.

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
BuyDownload3

Here are the top and bottom companies and the industry averages in the 2017 Temkin Experience Ratings, UK:

Download report and dataset for $295
(Report includes an Excel file with data for all 157 companies.
Download sample dataset to see what’s included)
BuyDownload3

Filed under Aimee Lucas Research, Assessments, Benchmarks, Bruce Temkin Research, CCXP1 Customer-Centric Culture, Customer experience, Employee Engagement, Temkin Group Research, Trends

About Bruce Temkin, CCXP
I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about these topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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