In this post, I examine the 2017 Temkin Effort 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. and 157 in the UK. 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:
- Supermarkets earned the highest average scores in both the U.S. and UK.
- In the U.S., TV/Internet service providers and health plans earn the lowest ratings (58%), but they are still much higher than the lowest UK industry, rental cars & transport (35%).
- Publix (91%), QVC (90%), and Hardees (90%) are on the top of the U.S. ratings. HealthNet (41%), Medicaid (44%), and Blue Shield of CA (49%) are on the bottom.
- Co-op (89%), Waitross (89%), Lidl (87%), and Marks & Spencer (87%) are on the top of the UK ratings. Audi (-5%), BMW (11%), and Flybe (13%) are on the bottom.
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.