2012 Temkin Experience Ratings UK


Rank Company Industry Temkin Experience Rating (TER) Company TER vs Industry TER
1 John Lewis Retail 81% 13
1 Waitrose Grocery 81% 8
3 Amazon.com Retailer 79% 11
4 Iceland Grocery 77& 4
4 Farmfoods Grocery 77% 3
4 Morrisons Grocery 77% 4
7 Sainsbury Grocery 75% 2
8 Lidl Grocery 74% 0
8 Spar Grocery 74% 0
10 Marks and Spencer Retail 73% 5
10 Aldi Grocery 73% 0
12 Asda Grocery 72% -1
12 Asda Retail 72% 5
12 Debenhams Retail 72% 4
12 Co-operative Food Grocery 72% -1
12 Tesco Retail 72% 4
17 M&S Food Grocery 71% -2
17 Argos Retail 71% 4
19 Tesco Grocery 70% -3
20 Co-operative Bank Bank 69% 9
20 Boots Retail 69% 2
20 Next Retail 69% 1
20 Nationwide Building Society Bank 69% 10
20 HMV Retail 69% 1
25 Play.com Retail 68% 1
25 Tesco Bank Credit Cards 68% 12
27 Post Office Bank 67% 7
28 NatWest Bank 65% 5
29 Tesco Mobile Wireless 64% 8
29 B&Q Retail 64% -3
31 O2 Wireless 63% 7
32 Barclays Bank 62% 2
33 Lloyd's Bank 61% 1
33 Halifax Bank of Scotland Bank 61% 2
33 Royal Bank of Scotland Bank 61% 1
36 Orange Wireless 60% 3
37 Hewlett-Packard Computer Maker 59% 8
37 NatWest Credit Cards 59% 3
37 MBNA Credit Cards 59% 3
40 Apple Computer Maker 58% 7
40 Acer Computer Maker 58% 7
40 HSBC Credit Cards 58% 2
40 Barclaycard Credit Cards 58% 2
44 Halifax Bank Credit Cards 57% 1
45 Virgin Mobile Wireless 56% 0
45 Three Wireless 56% 0
47 American Express Credit Cards 55% -1
48 T-Mobile Wireless 55% -1
47 Santander Bank 55% -5
50 Lloyds TSB Credit Cards 54% -2
51 Comet Retail 53% -15
52 Costcutter Grocery 52% -21
52 Santander Credit Cards 52% -4
54 Aviva Insurance 51% 6
54 AXA Insurance 51% 6
54 HSBC Bank 51% -9
54 Vodafone Wireless 51% -5
54 Toshiba Computer Maker 51% 0
59 Currys Retail 50% -18
60 Tesco Insurance 49% 4
60 Direct Line Insurance 49% 4
62 Compaq Computer Maker 47% -4
63 Churchill Insurance 46% 0
63 Dell Computer Maker 46% -5
65 Capital One Credit Cards 45% -12
66 Sony Computer Maker 44% -7

Calculating the Temkin Experience Ratings

The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Functional, Accessible, and Emotional, on a 7-point scale.

For each component, we take the percentage of consumers that gave a rating of 6 or 7 and subtract the percentage that gave a rating of 1, 2, or 3. This results in a “net positive” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages. For more information, see the Temkin Ratings UK Overview.