2011 Temkin Experience Ratings 2011


Rank Company Industry Temkin Experience Rating (TER) Company TER vs Industry TER
1 Amazon.com Retailer 81% 7
2 Kohl's Retailer 80% 6
3 Costco Retailer 79% 5
4 Lowe's Retailer 78% 4
4 Sam's Club Retailer 78% 4
6 BJ's Wholesale Club Retailer 78% 4
7 Walgreens Retailer 77% 3
8 Old Navy Retailer 76% 2
9 Target Retailer 75% 2
10 Rite Aid Retailer 74% 0
11 JCPenney Retailer 74% 0
12 Marriott Hotel 74% 8
13 Wal-Mart Retailer 74% 0
14 CVS Retailer 74% 0
15 Hyatt Hotel 73% 7
16 Regions Bank 73% 11
17 Courtyard By Marriott Hotel 72% 6
18 Macy's Retailer 72% -2
19 Home Depot Retailer 72% -2
20 USAA Credit Card Issuer 72% 10
21 Sheraton Hotel 71% 5
22 Hampton Inn Hotel 71% 5
23 USAA Insurance Company 71% 12
24 Sears Retailer 70% -4
25 Vanguard Investment Firm 69% 6
25 Barnes & Noble Retailer 69% -4
27 Staples Retailer 69% -5
28 USAA Bank 69% 7
29 Office Max Retailer 68% -5
30 Southwest Airlines Airline 68% 9
31 A credit union Bank 68% 7
31 eBay Retailer 68% -6
31 Office Depot Retailer 68% -6
34 Hilton Hotel 68% 2
34 Borders Retailer 68% -6
36 American Express Credit Card Issuer 68% 7
36 Edward Jones Investment Firm 68% 5
38 Fidelity Investments Investment Firm 68% 5
39 Kmart Retailer 68% -6
40 Holiday Inn Express Hotel 67% 1
41 Best Buy Retailer 67% -7
42 TD Bank Bank 67% 5
43 American Family Insurance Company 66% 6
44 Discover Credit Card Issuer 65% 4
45 Toys 'R' Us Retailer 65% -9
46 TriCare Health Plan 65% 15
47 A credit union Investment Firm 64% 1
48 Morgan Stanley Smith Barney Investment Firm 64% 1
49 Comfort Inn Hotel 64% -2
50 TD Ameritrade Investment Firm 63% 0
51 Chase Credit Card Issuer 63% 2
52 Best Western Hotel 63% -3
53 State Farm Insurance Company 63% 4
54 ING Direct Bank 63% 2
55 JetBlue Airlines Airline 63% 3
56 SunTrust Bank Bank 63% 1
56 Gap Retailer 63% -11
58 ING Direct Investment Firm 62% -1
59 Cox Internet Service Provider 62% 9
60 Continental Airlines Airline 62% 2
61 Fifth Third Bank 62% 1
62 AirTran Airways Airline 62% 2
63 Charles Schwab Investment Firm 62% -2
64 PNC Bank 61% 0
64 Chase Bank 61% 0
64 Holiday Inn Hotel 61% -5
67 TracFone Wireless Carriers 61% 3
67 Wells Fargo/Wachovia Bank Bank 61% -1
69 Travelers Insurance Company 60% 2
69 US Bancorp Bank 60% -1
69 Citigroup Credit Card Issuer 60% -1
72 Liberty Mutual Insurance Company 60% 2
73 The Hartford Insurance Company 60% 2
74 Sprint Wireless Carriers 60% 2
75 AT&T Wireless Carriers 60% 2
76 Road Runner Internet Service Provider 59% 6
76 Citizens Bank 59% -2
76 Capital One Credit Card Issuer 59% -2
79 Apple Personal Computer Maker 59% 4
79 Progressive Insurance Company 59% 0
81 MetLife Insurance Company 59% 0
82 Cox Communication TV Service Provider 59% 9
82 Bank of America Bank 59% -2
82 Days Inn Hotel 59% -7
85 Medicare Health Plan 59% 9
86 Verizon Wireless Wireless Carriers 58% 0
87 GEICO Insurance Company 58% 0
87 US Bank Credit Card Issuer 58% -3
89 E*Trade Investment Firm 58% -6
90 Capital One Bank 58% -4
91 Optimum (iO)/Cablevision TV Service Provider 57% 8
91 Acer Personal Computer Maker 57% 2
93 MSN (Microsoft Network) Internet Service Provider 57% 4
93 Citibank Bank 57% -4
95 Kaiser Permanente Health Plan 57% 7
96 Nationwide Insurance Company 57% -2
97 Bank of America Credit Card Issuer 57% -5
98 RadioShack Retailer 57% -17
99 Hewlett-Packard Personal Computer Maker 56% 1
100 AT&T Internet Service Provider 56% 3
101 Merrill Lynch Investment Firm 56% -7
102 Wells Fargo Credit Card Issuer 56% -5
103 Sony Personal Computer Maker 56% 0
104 Compaq Personal Computer Maker 55% 0
105 Delta/Northwest Airlines Airline 55% -4
105 HSBC (including Orchard Bank) Credit Card Issuer 55% -6
107 American Airlines Airline 55% -4
108 AAA Insurance Company 55% -4
108 Wells Fargo Advisors Investment Firm 55% -8
110 Dell Personal Computer Maker 55% -1
110 Super 8 Hotel 55% -11
112 Bright House TV Service Provider 54% 5
113 Qwest Internet Service Provider 54% 1
114 T-Mobile Wireless Carriers 54% -4
115 eMachines Personal Computer Maker 54% -1
116 Cablevision Internet Service Provider 53% 0
117 Allstate Insurance Company 53% -6
118 US Airways Airline 53% -7
119 Motel 6 Hotel 52% -14
120 DirecTV TV Service Provider 52% 2
121 HSBC Bank 52% -9
122 AOL Internet Service Provider 52% -2
123 Dish Network/Echostar TV Service Provider 51% 2
123 Toshiba Personal Computer Maker 51% -4
125 Virgin Mobile Wireless Carriers 51% -7
126 Farmers' Insurance Company 51% -8
127 United Airlines Airline 50% -9
128 Time Warner Cable TV Service Provider 50% 1
129 Gateway Personal Computer Maker 50% -6
130 AT&T TV Service Provider 49% 0
131 United Healthcare Health Plan 49% -1
132 Humana Health Plan 48% -2
133 Aetna Health Plan 48% -2
134 Medicaid Health Plan 48% -2
134 21st Century Insurance Company 48% -11
136 Lenovo Personal Computer Maker 47% -8
137 Blue Shield of California Health Plan 47% -3
138 Charter Communications TV Service Provider 46% -3
139 Comcast Internet Service Provider 46% -7
140 Charter Communications Internet Service Provider 45% -8
141 CIGNA Health Plan 44% -6
142 Comcast TV Service Provider 44% -6
143 Anthem (BCBS) Health Plan 40% -10

Calculating the Temkin Experience Ratings

The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Functional, Accessible, and Emotional, on a 7-point scale. 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 goodness” 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 Experience 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 Experience Rating Overview.

Complete Dataset ($2,795)

  • Includes company-specific data on the three components that drive the Temkin Experience Ratings for all 143 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 includes comparison of all three components with industry averages.

  • 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

Company Ratings ($395)

  • Includes company-specific data on the three components that drive the Temkin Experience Ratings for all 143 companies across 12 industries included in the published report plus more than 20 other firms with sample sizes below the minimum 100 respondent threshold.
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  • Also includes comparison of all three components with industry averages.Purchase

Industry Segments ($395/industry)