In this post, I examine the 2017 Temkin Emotion 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 Emotion 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:
- Three supermarkets—Amazon Fresh, Publix, and H-E-B—are on the top in the U.S. Temkin Emotion Ratings, while three TV/Internet service providers—Comcast, Time Warner, and Cox Communications—are on the bottom.
- Domino’s, Costa Coffee, and M&S Food are on the top in the UK Temkin Emotion Ratings, while Audi, BMW, and Flybe are on the bottom.
- Supermarkets and fast food earn the highest industry averages in the Temkin Emotion Ratings in both the U.S. and UK. TV/Internet service provides and health plans are the lowest in the U.S., while airlines and rental cars are the lowest in the UK.
This blog post was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.