2012 Temkin Trust Ratings UK


Rank Company Industry Temkin Trust Rating (TTR) Company TER vs Industry TER
1 John Lewis Retail 76% 27
2 Waitrose Grocery 64% 11
3 Amazon.com Retailer 62% 12
3 Co-operative Bank Bank 62% 25
5 M&S Food Grocery 61% 8
6 Iceland Grocery 59% 6
6 Farmfoods Grocery 59% 6
6 Asda Grocery 59% 6
6 Post Office Bank 59% 22
10 Marks and Spencer Retail 58% 9
11 Play.com Retail 57% 7
12 Morrisons Grocery 56% 3
12 Argos Retail 56% 7
14 Sainsbury Grocery 55% 3
15 Apple Computer Maker 53% 15
16 Asda Retail 52% 3
17 Boots Retail 51% 2
18 Aldi Grocery 50% -3
18 Debenhams Retail 50% 1
18 Next Retail 50% 1
21 Co-operative Food Grocery 49% -4
22 Nationwide Building Society Bank 48% 11
22 Tesco Mobile Wireless 48% 13
24 NatWest Bank 47% 10
24 Hewlett-Packard Computer Maker 47% 9
26 Lidl Grocery 46% -7
27 HMV Retail 45% -4
28 Acer Computer Maker 43% 5
29 Tesco Retail 42% -8
30 O2 Wireless 41% 6
31 Tesco Grocery 40% -12
32 Spar Grocery 39% -13
32 Barclays Bank 39% 2
34 Costcutter Grocery 38% -15
35 HSBC Credit Cards 37% 8
36 Tesco Bank Credit Cards 36% 7
36 Lloyd's Bank 36% -1
36 NatWest Credit Cards 36% 7
36 Tesco Insurance 36% 6
36 Sony Computer Maker 36% -2
41 B&Q Retail 35% -15
41 Virgin Mobile Wireless 35% 0
43 Orange Wireless 34% -1
43 Aviva Insurance 34% 4
43 AXA Insurance 34% 4
43 Compaq Computer Maker 34% -4
47 Comet Retail 33% -16
48 Halifax Bank of Scotland Bank 32% -5
48 Three Wireless 32% -3
48 Vodafone Wireless 32% -3
51 Toshiba Computer Maker 31% -7
52 American Express Credit Cards 30% 1
53 T-Mobile Wireless 29% -5
53 Churchill Insurance 29% -1
55 HSBC Bank 28% -9
56 Dell Computer Maker 27% -11
57 Halifax Bank Credit Cards 24% -6
57 Santander Credit Cards 24% -5
59 Barclaycard Credit Cards 23% -7
59 Direct Line Insurance 23% -7
61 Lloyds TSB Credit Cards 22% -8
61 Currys Retail 22% -27
63 Santander Bank 20% -17
64 Royal Bank of Scotland Bank 19% -18
65 MBNA Credit Cards 17% -12
66 Capital One Credit Cards 12% -18

Calculating the Temkin Trust Ratings

The Temkin Trust Ratings are based on consumer feedback on companies that they recently interacted with. We asked consumers to what degree do they trust that companies will take care of their needs on a 7-point scale from (1) do not trust at all to (7) completely trust.

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 trust” 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.