2012 Temkin Forgiveness Ratings UK


Rank Company Industry Temkin Forgiveness Ratings (TFR) Company TFR vs Industry TFR
1 John Lewis Retail 36% 21
2 Amazon.com Retail 35% 20
3 Apple Computer Maker 31% 21
4 Asda Grocery 27% 9
5 Waitrose Grocery 25% 6
6 Co-operative Bank Bank 24% 20
7 Iceland Grocery 22% 4
7 Asda Retail 22% 7
9 Sainsbury Grocery 21% 3
9 Debenhams Retail 21% 6
9 HMV Retail 21% 6
12 Marks and Spencer Retail 20% 5
12 Aldi Grocery 20% 2
14 Co-operative Food Gorcery 19% 1
14 M&S Food Grocery 19% 0
14 Sony Computer Maker 19% 10
17 Morrisons Grocery 18% 0
17 Post Office Bank 18% 14
19 Argos Retail 17% 2
20 Lidl Grocery 16% -2
20 Next Retail 16% 1
22 Farmfoods Grocery 15% -3
23 Tesco Grocery 14% -4
24 Nationwide Building Society Bank 13% 9
24 Hewlett-Packard Computer Maker 13% 3
26 Play.com Retail 12% -3
26 Compaq Computer Maker 12% 2
28 O2 Wireless 11% 8
28 American Express Credit Cards 11% 15
28 Tesco Insurance 11% 16
31 Boots Retail 9% -6
31 NatWest Bank 9% 5
31 Tesco Mobile Wireless 9% 6
31 Costcutter Grocery 9% -9
35 Tesco Retail 8% -7
35 HSBC Credit Cards 8% 12
35 Toshiba Computer Maker 8% -2
38 B&Q Retail 6% -9
39 Barclays Bank 5% 1
39 Lloyd's Bank 5% 1
41 T-Mobile Wireless 4% 0
42 HSBC Bank 3% -1
43 Acer Computer Maker 1% -8
43 Three Wireless 1% -2
45 Vodafone Wireless 0% -3
46 Spar Grocery -1% -20
46 Dell Computer Maker -1% -11
48 Royal Bank of Scotland Bank -2% -6
48 Lloyds TSB Credit Cards -2% 1
50 Halifax Bank of Scotland Bank -3% -7
50 Orange Wireless -3% -7
52 Comet Retail -4% -19
53 Churchill Insurance -5% 0
54 NatWest Credit Cards -6% -3
54 Santander Credit Cards -6% -3
54 AXA Insurance -6% -1
57 Tesco Bank Credit Cards -7% -4
58 Barclaycard Credit Cards -10% -6
58 Virgin Mobile Wireless -10% -13
58 Aviva Insurance -10% -6
61 Currys Retail -13% -28
62 Halifax Bank Credit Cards -15% -12
62 Santander Bank -15% -19
64 Capital One Credit Cards -17% -14
65 MBNA Credit Cards -22% -18
65 Direct Line Insurance -22% -17

Calculating the Temkin Forgiveness Ratings

The Temkin Forgiveness Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers how likely they are to forgive these companies if they deliver a bad experience on a 7-point scale from (1) extremely unlikely to (7) extremely likely.

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 forgiveness” rating for each of the three elements. For more information, see the Temkin Ratings UK Overview.