2017 Temkin Forgiveness Ratings, UK: Sony, Aldi, & Nationwide On Top

Every organization makes some mistakes, so an important area of loyalty is the willingness of customers to forgive them. That’s why Temkin Group has been measuring forgiveness for several years in the U.S.

This year we’re publishing the 2017 Temkin Forgiveness 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 Sony, Aldi, and Nationwide. At the bottom of the list are Audi, Bank of Scotland, and Airbnb.

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

Download dataset for $295 (see sample file)

Download dataset for $295 (see sample file)

Methodology:

The data was collected from an online survey of 5,000 UK consumers during January 2015. Quotas were set to mirror the UK population for age, income, gender, ethnicity, and geographic regions.

The Temkin Forgiveness Ratings are based on asking consumers the following question about companies with whom they’ve interacted during the previous 60 days: “How likely are you to forgive these companies if they deliver a bad experience?” Potential responses range from 1= “Extremely unlikely” to 7= “Extremely likely.” Temkin Forgiveness Rating for a company is calculated by taking the percentages of consumers who respond with a 6 or 7 and subtracting the percentage who responded with 1, 2, or 3.

Temkin Ratings website
View a sortable list of results from the Temkin Forgiveness Ratings as well as other ratings on the Temkin Ratings website.

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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