2012 Temkin Customer Service Ratings


Rating Company Industry Temkin Customer Service Ratings (TCSR) Company TCSR vs Industry TCSR
1PublixGrocery71%+8.5
1Hy-VeeGrocery71%+8.4
1Credit unionsBank71%+20.4
4Chick-fil-AFast Food70%+14.3
5H.E.B.Grocery69%+6.8
5Sam's ClubRetail69%+11.1
7Winn-DixieGrocery67%+4.6
8ShopRiteGrocery66%+3.8
8AldiGrocery66%+3.6
8StarbucksFast Food66%+10.7
8Giant EagleGrocery66%+3.4
8JCPenneyRetail66%+7.5
13Hampton InnHotel chain64%+10.3
13SubwayFast Food64%+8.9
13Amazon.comRetail64%+6.0
13USAABank64%+13.7
13Whole FoodsGrocery64%+1.4
13KrogerGrocery64%+1.3
13PNCBank64%+13.3
20Dunkin' DonutsFast Food63%+8.1
20USAAInsurance63%+8.3
20Lowe'sRetail63%+4.5
20TargetRetail63%+4.5
20Macy'sRetail63%+4.5
25Home DepotRetail62%+4.3
25State FarmInsurance62%+7.3
25VanguardInvestments62%+5.8
25CostcoRetail62%+3.8
25Fidelity InvestmentsInvestments62%+5.6
30WalgreensRetail61%+3.0
30ToshibaAppliances61%+7.5
32Credit unionsInvestments60%+4.0
32AppleComputer maker60%+10.2
32Save-a-LotGrocery60%-2.9
32Pizza HutFast Food60%+4.3
36FedExParcel delivery59%+4.6
36Southwest AirlinesAirline59%+12.9
36LGAppliances59%+5.2
39StaplesRetail58%+0.3
39Stop & ShopGrocery58%-4.2
39American ExpressCredit cards58%+14.7
39MarriottHotel chain58%+3.9
39Holiday Inn ExpressHotel chain58%+3.8
39ChevroletAuto dealer58%+5.8
45Sonic Drive-InFast Food57%+2.2
45Food LionGrocery57%-5.1
45Charles SchwabInvestments57%+1.1
45Best BuyRetail57%-0.8
45Kohl'sRetail57%-0.8
45AlbertsonsGrocery57%-5.7
45HondaAuto dealer57%+4.7
45SafewayGrocery57%-5.9
45Comfort InnHotel chain57%+2.5
45ING DirectInvestments57%+0.4
45CVSRetail57%-1.5
56TD AmeritradeInvestments56%0.0
56Kaiser PermanenteHealth plan56%+17.0
56ProgressiveInsurance56%+1.2
56SonyComputer maker56%+6.3
56WhirlpoolAppliances56%+2.4
61Arby'sFast Food55%-0.1
61HiltonHotel chain55%+1.0
61Little Caesar'sFast Food55%-0.2
61SamsungAppliances55%+1.3
61American FamilyInsurance55%-0.2
61Edward JonesInvestments55%-1.7
67Rite AidRetail54%-3.6
67eBayRetail54%-3.6
67UPSParcel delivery54%-0.3
67JetBlue AirlinesAirline54%+8.1
67Domino'sFast Food54%-0.9
67Holiday InnHotel chain54%+0.1
67AAAInsurance54%-0.7
67CitizensBank54%+3.5
67KFCFast Food54%-1.6
76AllstateInsurance53%-1.5
76KmartRetail53%-4.8
76HertzCar rental53%+4.8
76Burger KingFast Food53%-2.2
76GEICOInsurance53%-2.1
76U.S. Postal ServiceParcel delivery53%-2.0
76Wal-MartRetail53%-5.4
76ToshibaComputer maker53%+2.9
84Jack in the BoxFast Food52%-2.8
84Dairy QueenFast Food52%-3.2
84Wendy'sFast Food52%-3.2
84ToyotaAuto dealer52%-0.1
84FarmersInsurance52%-2.9
84Barnes & NobleRetail52%-6.1
84Hewlett-PackardComputer maker52%+2.2
84Best WesternHotel chain52%-2.4
92NationwideInsurance51%-3.4
92Bright HouseTV service51%+16.4
92SunTrust BankBank51%+1.0
92Piggly WigglyGrocery51%-11.3
96BudgetCar rental50%+1.9
96SearsRetail50%-7.7
96TriCareHealth plan50%+10.8
96eMachinesComputer maker50%+0.3
96FordAuto dealer50%-2.2
96Wells Fargo/ Wachovia BankBank50%-0.7
96Merrill LynchInvestments50%-6.6
96ChaseBank50%-0.8
96CompaqComputer maker50%-0.2
96E*TRADEInvestments50%-6.7
106Old NavyRetail49%-8.9
106Taco BellFast Food49%-6.2
106GEAppliances49%-4.5
106AcerComputer maker49%-1.0
110McDonaldsFast Food48%-7.0
110DiscoverCredit cards48%+4.4
110Wells FargoCredit cards48%+4.3
110ChaseCredit cards48%+4.3
110GatewayComputer maker48%-2.0
115Wells Fargo AdvisorsInvestments46%-9.8
11521st CenturyInsurance46%-8.6
115SprintWireless46%+5.0
115MetLifeInsurance46%-9.1
119HSBCBank45%-5.1
119MSN (Microsoft Network)Internet service45%+10.3
119Capital OneBank45%-5.2
119EnterpriseCar rental45%-3.4
119American AirlinesAirline45%-1.5
119AOLInternet service45%+9.8
125Days InnHotel chain44%-9.8
126U.S. CellularWireless43%+2.2
126CablevisionInternet service43%+8.3
126Liberty MutualInsurance43%-11.7
126U.S. BancorpBank43%-7.3
126AT&TWireless43%+1.8
126MedicareHealth plan43%+3.4
126TracFoneWireless43%+1.5
133AetnaHealth plan42%+3.2
133DodgeAuto dealer42%-9.8
133Dish Network/EchoStarTV service42%+6.9
133Cox CommunicationsTV service42%+6.6
137AT&TTV service41%+6.3
137DellComputer maker41%-9.0
137Super 8Hotel chain41%-13.5
140DirecTVTV service40%+5.4
140U.S. BankCredit cards40%-3.5
140NissanAuto dealer40%-12.3
140Delta/Northwest AirlinesAirline40%-6.7
140Verizon WirelessWireless40%-1.5
145Blue Shield of CaliforniaHealth plan39%-0.1
145Bank of AmericaCredit cards39%-4.6
147United HealthcareHealth plan38%-0.9
147Virgin MobileWireless38%-3.4
147Capital OneCredit cards38%-6.0
150VerizonInternet service37%+2.3
150United AirlinesAirline37%-9.1
150AT&TInternet service37%+1.9
150MedicaidHealth plan37%-2.6
154T-MobileWireless36%-5.2
154Continental AirlinesAirline36%-10.7
156HumanaHealth plan35%-4.2
156VerizonTV service35%0.0
158Optimum (iO)/CablevisionTV service34%-0.5
158Anthem (BCBS)Health plan34%-5.0
158U.S. AirwaysAirline34%-12.4
158Cox CommunicationsInternet service34%-1.2
158HyundaiAuto dealer34%-18.4
158HSBCCredit cards34%-10.0
158ComcastInternet service34%-1.4
165Bank of AmericaBank33%-17.0
165CIGNAHealth plan33%-6.4
165Road RunnerInternet service33%-2.3
168QwestInternet service32%-3.3
169CitigroupCredit cards30%-13.1
169CitibankBank30%-20.4
169ComcastTV service30%-5.2
172Time Warner CableTV service28%-6.6
173Charter CommunicationsInternet service20%-15.4
174Charter CommunicationsTV service10%-24.7

Calculating the Temkin Customer Service Ratings

The Temkin Customer Service Ratings are based on feedback gathered from consumers regarding companies they've recently interacted with. We asked consumers to rate how satisfied they are with with 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. For more information, see the Temkin Customer Service Ratings Overview.