2013 Temkin Customer Service Ratings 2013


Rating Company Industry Temkin Customer Service Ratings (TCSR) Company TCSR vs Industry TCSR
1USAAInsurance carrier76%21.2
2USAABank75%19.8
3A credit unionBank73%18.5
4Ace HardwareRetailer71%11.7
4Charles SchwabInvestment firm71%16.7
6Dollar TreeRetailer70%10.8
6Chick-fil-AFast food chain70%11.4
8Sonic Drive-InFast food chain69%11.2
8Hy-VeeGrocery chain69%7.7
8Trader Joe'sGrocery chain69%7.4
8CostcoRetailer69%9.3
12AdvantageRental car agency68%17.7
12PublixGrocery chain68%6.3
12H.E.B.Grocery chain68%6.2
15AldiGrocery chain67%6.1
15Alaska AirlinesAirline67%19.4
15Amazon.comRetailer67%7.6
15Sam's ClubRetailer67%7.4
15Lowe'sRetailer67%7.2
20MarriottHotel chain65%11.4
20Family DollarRetailer65%5.5
20Save-a-LotGrocery chain65%3.5
20WalgreensRetailer65%5.2
24MarshallsRetailer64%5.0
24Piggly WigglyGrocery chain64%2.8
24Old NavyRetailer64%4.4
24Home DepotRetailer64%4.1
28Dunkin' DonutsFast food chain63%5.3
28SubwayFast food chain63%5.2
28Bed Bath & BeyondRetailer63%3.6
28AutoZoneRetailer63%3.6
28Office DepotRetailer63%3.5
28USAACredit card issuer63%13.8
28StarbucksFast food chain63%4.6
28StaplesRetailer63%3.3
36KrogerGrocery chain62%1.1
36State FarmInsurance carrier62%8.1
36ToyotaAuto dealer62%8.6
36VanguardInvestment firm62%7.7
36Little Caesar'sFast food chain62%3.7
36US BancorpBank62%7.0
36Dairy QueenFast food chain62%3.6
36PetSmartRetailer62%2.2
44ShopRiteGrocery chain61%0.1
44O'Reilly Auto PartsRetailer61%1.9
44Fidelity InvestmentsInvestment firm61%6.9
44BJ's Wholesale ClubRetailer61%1.8
44Edward JonesInvestment firm61%6.8
44Whole FoodsGrocery chain61%-0.4
44QVCRetailer61%1.1
51Advance Auto PartsRetailer60%0.9
51Macy'sRetailer60%0.7
51Dollar GeneralRetailer60%0.6
51SafewayGrocery chain60%-1.4
51Jack in the BoxFast food chain60%1.4
56Rite AidRetailer59%0
56SearsRetailer59%-0.1
56AlbertsonsGrocery chain59%-2.2
56HiltonHotel chain59%5.3
56Kaiser PermanenteHealth plan59%17.1
56JCPenneyRetailer59%-0.6
56TriCareHealth plan59%17.1
56HardeesFast food chain59%0.6
56Comfort InnHotel chain59%5.0
56AirTran AirwaysAirline59%10.8
66Barnes & NobleRetailer58%-1.3
66FedExParcel delivery service58%1.7
66TravelersInsurance carrier58%3.7
66TargetRetailer58%-1.6
66GameStopRetailer58%-1.6
66Courtyard By MarriottHotel chain58%4.0
66American ExpressCredit card issuer58%8.5
66Hampton InnHotel chain58%3.9
66Winn-DixieGrocery chain58%-3.9
75Holiday Inn ExpressHotel chain57%3.8
75Kohl'sRetailer57%-2.1
75OfficeMaxRetailer57%-2.1
75GapRetailer57%-2.2
75FarmersInsurance carrier57%3.0
75Arby'sFast food chain57%-1.1
75UPSParcel delivery service57%0.6
75AppleComputer maker57%7.2
83Domino'sFast food chain56%-1.7
83A credit unionInvestment firm56%2.0
83ChaseBank56%1.5
83BlackboardSoftware firm56%7.2
83RegionsBank56%1.2
83CVSRetailer56%-3.6
83AvisRental car agency56%5.0
83Pizza HutFast food chain56%-2.5
83ING DirectBank56%0.7
92Coventry Health CareHealth plan55%13.7
92NissanAuto dealer55%2.0
92Best WesternHotel chain55%1.6
92HondaAuto dealer55%1.8
92Stop & ShopGrocery chain55%-6.3
92Burger KingFast food chain55%-3.1
92Toys 'R' UsRetailer55%-4.4
92Fifth ThirdBank55%0.1
92US Postal ServiceParcel delivery service55%-1.5
92NationwideInsurance carrier55%0.5
92SunTrust BankBank55%-0.1
92TD BankBank55%-0.2
92DiscoverCredit card issuer55%5.4
92FordAuto dealer55%1.1
106eBayRetailer54%-5.0
106Wendy'sFast food chain54%-3.7
106ProgressiveInsurance carrier54%-0.3
106Ameriprise FinancialInvestment firm54%-0.5
106JetBlue AirlinesAirline54%6.0
106AllstateInsurance carrier54%-0.7
112HyattHotel chain53%-0.3
112Apple (for software)Software firm53%4.4
1127-ElevenRetailer53%-6.2
112EnterpriseRental car agency53%2.2
112PNCBank53%-1.9
117Southwest AirlinesAirline52%4.7
117HyundaiAuto dealer52%-1.2
117Holiday InnHotel chain52%-1.8
117MetLifeInsurance carrier52%-2.4
117DodgeAuto dealer52%-1.6
117The HartfordInsurance carrier52%-2.8
123McDonaldsFast food chain51%-6.7
123GoogleSoftware firm51%2.5
123WhirlpoolAppliance maker51%3.3
123DellComputer maker51%1.5
123SamsungAppliance maker51%3.2
123TD AmeritradeInvestment firm51%-3.4
123RossRetailer51%-8.6
123ActivisionSoftware firm51%1.8
123MicrosoftSoftware firm51%1.8
123Wells FargoCredit card issuer51%1.6
123GEICOInsurance carrier51%-3.6
123Best BuyRetailer51%-8.9
123AcerComputer maker51%0.9
136CitibankBank50%-4.4
136HertzRental car agency50%-0.5
136E*TRADEInvestment firm50%-4.1
136KFCFast food chain50%-7.9
136Delta/Northwest AirlinesAirline50%2.5
136ChaseCredit card issuer50%0.8
136ScottradeInvestment firm50%-4.3
136IntuitSoftware firm50%1.0
136T.J. MaxxRetailer50%-9.4
136CitizensBank50%-4.9
136Giant EagleGrocery chain50%-11.6
136ToshibaComputer maker50%0.0
136Food LionGrocery chain50%-11.8
136BMWAuto dealer50%-3.9
150ChevroletAuto dealer49%-4.2
150ChryslerAuto dealer49%-4.4
150Continental AirlinesAirline49%1.2
150AdobeSoftware firm49%-0.2
150Merrill LynchInvestment firm49%-5.7
150Hewlett-PackardComputer maker49%-1.1
156KmartRetailer48%-11.0
156Taco BellFast food chain48%-9.7
156Wal-MartRetailer48%-11.0
156SonySoftware firm48%-0.6
156FujitsuAppliance maker48%0.1
156Capital OneBank48%-6.8
162CompaqComputer maker47%-2.3
162US BankCredit card issuer47%-2.2
162AOLInternet service provider47%11.4
162LenovoComputer maker47%-3.0
166ToshibaAppliance maker46%-1.5
166Liberty MutualInsurance carrier46%-8.0
166SonyComputer maker46%-3.4
166AAAInsurance carrier46%-8.1
166Capital OneCredit card issuer46%-3.0
166Bright House NetworksTV service provider46%14.6
166Wells FargoBank46%-9.0
166CitigroupCredit card issuer46%-3.5
166Virgin MobileWireless carrier46%4.6
175Morgan Stanley Smith BarneyInvestment firm45%-9.0
175Bank of AmericaBank45%-9.5
175SymantecSoftware firm45%-3.7
175AlamoRental car agency45%-5.9
175BoschAppliance maker45%-3.1
175Wells Fargo AdvisorsInvestment firm45%-9.5
181ING DirectInvestment firm44%-9.9
181DollarRental car agency44%-6.4
181Bank of AmericaCredit card issuer44%-5.0
181American FamilyInsurance carrier44%-10.3
181RadioShackRetailer44%-15.7
181MedicareHealth plan44%2.0
187American AirlinesAirline43%-4.4
187GatewayComputer maker43%-6.6
187MetroPCSWireless carrier43%2.0
190GEAppliance maker42%-5.5
190Apple StoreRetailer42%-17.0
190TracFoneWireless carrier42%1.2
190LGAppliance maker42%-5.9
190Verizon WirelessWireless carrier42%0.7
195Days InnHotel chain41%-12.2
195AT&TWireless carrier41%0.4
195Anthem (BCBS)Health plan41%-0.4
195MedicaidHealth plan41%-0.5
195United HealthcareHealth plan41%-0.6
195Road RunnerInternet service provider41%5.2
201eMachinesComputer maker40%-9.2
201AetnaHealth plan40%-1.7
201SprintWireless carrier40%-1.4
204HSBCBank39%-15.6
204CIGNAHealth plan39%-2.7
20421st CenturyInsurance carrier39%-15.4
207BudgetRental car agency38%-12.4
207Blue Shield of CaliforniaHealth plan38%-3.5
207Dish Network/EchoStarTV service provider38%6.4
207McAfeeSoftware firm38%-11.4
211AT&TInternet service provider37%1.4
212CablevisionInternet service provider36%0.7
212EarthLinkInternet service provider36%0.6
212T-MobileWireless carrier36%-5.2
212DirecTVTV service provider36%4.6
216HumanaHealth plan35%-6.3
216United AirlinesAirline35%-12.4
216HSBCCredit card issuer35%-14
219Health NetHealth plan34%-7.5
219Cox CommunicationsInternet service provider34%-1.5
219Empire (BCBS)Health plan34%-8.0
222AT&TTV service provider33%1.9
223ComcastInternet service provider32%-3.1
223Highmark (BCBS)Health plan32%-9.7
223US AirwaysAirline32%-16.2
226Charter CommunicationsInternet service provider31%-4.0
226VerizonInternet service provider31%-4.1
226QwestInternet service provider31%-4.7
229ComcastTV service provider30%-1.4
229VerizonTV service provider30%-1.5
231CareFirst (BCBS)Health plan28%-13.5
231Optimum (iO)/CablevisionTV service provider28%-3.2
231Cox CommunicationsTV service provider28%-3.6
234Time Warner CableTV service provider25%-6.0
235Charter CommunicationsTV service provider22%-9.6

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.