John Lewis, Waitrose, and Amazon.co.uk Earn Top Spots in Customer Experience According to Temkin Experience Ratings UK

WABAN, Mass., Jan. 24, 2012 /PRNewswire/ -- A new research report published by Temkin Group, 2012 Temkin Experience Ratings UK, rates the customer experience of 66 large UK companies. In conjunction with this research, Temkin Group also announces its new Temkin Ratings UK website: http://www.temkinratings.co.uk. The website provides free access to data that compares companies in four areas: customer experience, customer loyalty, customer forgiveness, and customer trust.

The Temkin Ratings UK research uses a survey of 3,000 UK consumers to rate large companies across seven industries: Banks, computer makers, credit card issuers, grocery chains, insurance companies, retailers, and wireless carriers. At the top of the list for customer experience are John Lewis, Waitrose, Amazon.co.uk, Farmfoods, Iceland, and Morrisons.

"Temkin Ratings provides transparency into the relationship between UK companies and consumers," states Bruce Temkin, author of the report and Managing Partner of Temkin Group.

The Temkin Experience Ratings UK evaluates three dimensions of customer experience:

• Functional: Does the company meet consumers' needs?
• Accessible: How easy is it for consumers to do what they are trying to do?
• Emotional: How do consumers feel about their interactions with companies?

Other highlights from the research include:

• The top 11 spots in the rankings are eight grocery chains (Waitrose, Farmfoods, Iceland, Morrisons, Sainsbury, Lidl, Spar, and Aldi) and three retailers (John Lewis, Amazon.co.uk, and Marks & Spencer).
• The last seven spots in the rankings are three computer makers (Sony, Dell, and Compaq), three insurers (Churchill, Tesco, and Direct Line), and a credit card company (Capital One).
• Less than one-third of companies are rated "good" or "excellent" in customer experience.
• Grocery chains is the highest rated industry while insurers and computer makers are the lowest rated industries.
• Tesco leads the ratings in two industries: credit cards and wireless.
• HP is the top computer maker, beating out others including Apple.

According to Temkin: "Customer experience is a critical component for building loyalty and this research shows that most UK companies have a long way to go on their journeys towards becoming truly customer-centric."

This report can be accessed for free from the Temkin Group website at http://www.temkingroup.com or from the blog, Customer Experience Matters, at http://experiencematters.wordpress.com. Access to the data is available on the Temkin Ratings UK site at http://www.temkinratings.co.uk.

For more information about Temkin Group, visit http://www.temkingroup.com.

About the author, Bruce Temkin

Bruce is widely recognized as a customer experience thought leader and is Customer Experience Transformist and Managing Partner of the Temkin Group. He is also the co-founder and Chair of the Customer Experience Professionals Association (CXPA.org).

About Temkin Group

Temkin Group is a leading customer experience research and consulting firm with one simple goal for its clients: increase customer loyalty by becoming more customer-centric. The company combines customer experience thought leadership with a deep understanding of the dynamics of large organizations to help senior executives accelerate their results. For more information, contact Bruce Temkin at 617-916-2075 or [email protected].

This press release was issued through eReleases(R).  For more information, visit eReleases Press Release Distribution at http://www.ereleases.com.

SOURCE Temkin Group

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