2012 Temkin Loyalty Ratings UK


Rank Company Industry Temkin Loyalty Rating (TLR) Company TLR vs Industry TLR
1 John Lewis Retail 72% 23
2 Waitrose Grocery 61% 9
2 Amazon.com Retail 61% 13
4 Iceland Grocery 59% 7
4 Debenhams Retail 59% 10
6 Aldi Grocery 57% 5
6 M&S Food Grocery 57% 5
8 Lidl Grocery 56% 5
8 Marks and Spencer Retail 56% 8
10 Play.com Retail 55% 6
11 Argos Retail 54% 5
11 Next Retail 54% 5
13 Farmfoods Grocery 53% 2
13 Sainsbury Grocery 53% 2
15 Asda Grocery 52% 1
15 Co-operative Bank Bank 52% 20
17 Morrisons Grocery 51% 0
18 Tesco Retail 50% 1
19 Asda Retail 49% 0
19 Tesco Grocery 49% -3
19 Boots Retail 49% 1
22 Co-operative Food Grocery 48% -3
22 Nationwide Building Society Bank 48% 15
22 HMV Retail 48% -1
25 B&Q Retail 45% -3
26 Post Office Bank 43% 11
26 O2 Wireless 43% 12
28 Apple Computer Maker 42% 12
29 NatWest Bank 41% 9
30 Spar Grocery 39% -12
30 Tesco Bank Credit Cards 39% 17
32 Barclays Bank 38% 5
33 Orange Wireless 37% 5
33 Hewlett-Packard Computer Maker 37% 6
35 Tesco Mobile Wireless 36% 4
36 Acer Computer Maker 35% 4
37 Halifax Bank of Scotland Bank 34% 1
38 Lloyd's Bank 30% -3
38 Vodafone Wireless 30% -2
38 Toshiba Computer Maker 30% 0
41 Virgin Mobile Wireless 29% -2
41 Sony Computer Maker 29% -1
43 T-Mobile Wireless 28% -3
44 Three Wireless 27% -5
45 American Express Credit Cards 26% 4
45 Costcutter Grocery 26% -26
45 AXA Insurance 26% 8
45 HSBC Bank 26% -7
45 Tesco Insurance 26% 8
45 Dell Computer Maker 26% -4
51 NatWest Credit Cards 25% 3
51 HSBC Credit Cards 25% 3
51 Comet Retail 25% -23
54 Royal Bank of Scotland Bank 24% -8
54 Aviva Insurance 24% 6
54 Compaq Computer Maker 24% -6
57 Currys Retail 23% -25
58 Lloyds TSB Credit Cards 22% 0
59 Barclaycard Credit Cards 21% -1
59 Santander Bank 21% -12
61 Halifax Bank Credit Cards 20% -2
62 Santander Credit Cards 18% -4
62 Direct Line Insurance 18% 1
64 Churchill Insurance 16% -2
65 MBNA Credit Cards 13% -9
66 Capital One Credit Cards 7% -15

Calculating the Temkin Loyalty Ratings

The Temkin Loyalty Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three elements of their loyalty—willingness to buy more, reluctance to switch business away, and likelihood to recommend—on a 7-point scale.

For each element, 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 loyalty” rating for each of the three elements. The overall Temkin Loyalty Rating is an average of the three “net loyalty” percentages. For more information, see the Temkin Ratings UK Overview.