2011 Temkin Customer Service Ratings


Rating Company Industry Temkin Customer Service Ratings (TCSR) Company TCSR vs Industry TCSR
1 USAA Insurance Carrier 67% 21
2 Edward Jones Investment Firm 65% 16
3 Courtyard by Marriott Hotel Chain 64% 13
3 Sam's Club Retailer 64% 10
5 Lowe's Retailer 63% 10
5 Kohl's Retailer 63% 10
5 Marriott Hotel Chain 63% 11
8 Hyatt Hotel Chain 62% 11
8 BJs Wholesale Club Retailer 62% 9
8 Costco Retailer 62% 9
11 Walgreens Retailer 61% 7
11 Vanguard Investment Firm 61% 11
13 Southwest Airlines Airline 59% 17
13 Old Navy Retailer 59% 6
13 Hilton Hotel Chain 59% 7
16 Regions Bank 57% 10
16 Hampton Inn Hotel Chain 57% 4
17 Charles Schwab Investment Firm 59% 5
18 Target Retailer 56% 2
18 Rite Aid Retailer 56% 2
20 Discover Credit Card Issuer 55% 16
20 A credit union Bank 55% 8
20 Fidelity Investments Investment Firm 55% 5
20 American Express Credit Card Issuer 55% 16
20 JCPenney Retailer 55% 1
25 Macy's Retailer 54% 1
25 Barnes   Noble Retailer 54% 0
27 eBay Retailer 53% -1
27 JetBlue Airlines Airline 53% 10
27 State Farm Insurance Carrier 53% 6
30 USAA Bank 52% 5
31 Liberty Mutual Insurance Carrier 51% 5
31 Wal-Mart Retailer 51% -2
31 Best Western Hotel Chain 51% 0
34 Sears Retailer 50% -3
34 Staples Retailer 50% -3
34 American Family Insurance Carrier 50% 4
34 Holiday Inn Express Hotel Chain 50% -1
34 A credit union Investment Firm 50% 0
34 CVS Retailer 50% -4
34 MetLife Insurance Carrier 50% 3
41 Apple Computer Maker 49% 11
40 Target Retailer 53% -4
41 Home Depot Retailer 49% -4
41 Borders Retailer 49% -5
44 TD Ameritrade Investment Firm 48% -1
44 ING Direct Investment Firm 48% -2
46 Toys 'R' Us Retailer 47% -6
46 Charles Schwab Investment Firm 47% -3
46 Nationwide Insurance Carrier 47% 0
46 TD Bank Bank 47% -1
46 Comfort Inn Hotel Chain 47% -5
51 TracFone Wireless Carrier 46% 8
51 Office Depot Retailer 46% -7
51 Best Buy Retailer 46% -7
51 Progressive Insurance Carrier 46% -1
55 SunTrust Bank Bank 45% -2
55 Wells Fargo Advisors Investment Firm 45% -5
55 Holiday Inn Hotel Chain 45% -7
55 Medicare Health Plan 45% 12
55 Days Inn Hotel Chain 45% -7
60 AAA Insurance Carrier 44% -2
60 Sony Computer Maker 44% 5
60 GEICO Insurance Carrier 44% -3
63 Cox Internet Service Provider 43% 14
63 Kaiser Permanente Health Plan 43% 10
63 Citziens Bank 43% -5
66 The Hartford Insurance Carrier 42% -4
66 United Airlines Airline 42% 0
66 Chase Bank 42% -5
66 21st Century Insurance Carrier 42% -5
70 Continental Airlines Airline 41% -1
70 Allstate Insurance Carrier 41% -6
70 Sprint Wireless Carrier 41% 2
70 Wells Fargo/Wachovia Bank Bank 41% -7
70 Travelers Insurance Carrier 41% -6
75 Kmart Retailer 40% -13
75 Bank of America Bank 40% -7
75 Chase Credit Card Issuer 40% 1
75 PNC Bank 40% -7
75 ING Direct Bank 40% -7
80 E*TRADE Investment Firm 39% -10
80 Fifth Third Bank 39% -8
80 T-Mobile Wireless Carrier 39% 1
80 Dell Computer Maker 39% 1
80 Bright House TV Service Provider 39% 13
80 Verizon Wireless Wireless Carrier 39% 0
86 Capital One Bank 38% -9
86 AT&T TV Service Provider 38% 13
86 Optimum (iO) Cablevision TV Service Provider 38% 12
86 Hewlett-Packard Computer Maker 38% -1
90 AT&T Wireless Carrier 37% -1
90 United Healthcare Health Plan 37% 4
92 Acer Computer Maker 36% -2
92 Wells Fargo Credit Card Issuer 36% -3
94 Road Runner Internet Service Provider 35% 6
94 US Bancorp Bank 35% -13
96 eMachines Computer Maker 34% -4
96 Compaq Computer Maker 34% -4
96 Bank of America Credit Card Issuer 34% -5
96 AT&T Internet Service Provider 34% 4
100 Humana Health Plan 33% 0
100 American Airlines Airline 33% -10
100 DirecTV TV Service Provider 33% 7
100 Citibank Bank 33% -15
104 Merrill Lynch Investment Firm 32% -18
104 Cox Communication TV Service Provider 32% 7
106 Farmers' Insurance Carrier 31% -15
106 Qwest Internet Service Provider 31% 2
106 Citigroup Credit Card Issuer 31% -8
106 RadioShack Retailer 31% -22
110 Toshiba Computer Maker 30% -8
110 Capital One Credit Card Issuer 30% -9
112 Verizon Internet Service Provider 29% 0
112 AOL Internet Service Provider 29% 0
112 Delta/Northwest Airlines Airline 29% -14
112 Medicaid Health Plan 29% -4
116 Cablevision Internet Service Provider 28% -1
117 Time Warner Cable TV Service Provider 27% 2
118 Gateway Computer Maker 25% -13
118 HSBC Bank 25% -22
118 Aetna Health Plan 25% -8
121 Dish Network/Echostar TV Service Provider 24% -2
121 Blue Shield of California Health Plan 24% -9
123 Anthem (BCBS) Health Plan 23% -10
124 CIGNA Health Plan 21% -12
125 HSBC Credit Card Issuer 20% -19
126 Charter Communications Internet Service Provider 19% -10
127 Comcast Internet Service Provider 18% -11
128 Charter Communications TV Service Provider 26% -10
129 Comcast TV Service Provider 12% -13

Calculating the Temkin Customer Service Ratings

The Temkin Customer Service Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers how satisfied they are with their recent customer service experiences on a 7-point scale from (1) very dissatisfied to (7) very satisfied. 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 satisfaction” rating for each of the three elements. For more information, see the Temkin Customer Service Ratings Overview.

Options For Purchasing Datasets

You can purchase and download the data in excel worksheets. These prices are for a single user license which do not allow for the redistribution of any part of the dataset. Contact us if you have other needs for the data. For more details on the data products, download the Temkin Customer Service Ratings Overview.

Complete Dataset ($995)

     

    • Includes company-specific data on the Temkin Customer Service Ratings for all 129 companies across 12 industries included in the published report plus more than 20 other firms with sample sizes below the minimum 100 respondent threshold.
    • Also contains consumer responses for all 12 industries (not company-specific) broken down in the following segments:
      Age range
      Gender
      Ethnicity
      Education Level
      Annual Income Ranges
      Purchase

     

Industry Segments ($195/industry)