2014 Temkin Experience Ratings 2014


Rank Company Industry Temkin Experience Rating (TER) Company TER vs Industry TER
1H.E.B.Grocery Chains88%9
2Trader Joe'sGrocery Chains84%5
3PublixGrocery Chains83%4
3Chick-fil-AFast Foods83%5
5AldiGrocery Chains82%2
5Food LionGrocery Chains82%3
5Sonic Drive-InFast Foods82%4
8KrogerGrocery Chains81%2
8Piggly WigglyGrocery Chains81%2
8Dairy QueenFast Foods81%3
8StarbucksFast Foods81%3
8Sam's ClubRetailers81%8
8RegionsBanks81%10
8A credit unionBanks81%10
15AlbertsonsGrocery Chains80%1
15SubwayFast Foods80%1
15Little Caesar'sFast Foods80%2
15Burger KingFast Foods80%2
15Amazon.comRetailers80%8
15TD BankBanks80%9
15USAABanks80%9
22Pizza HutFast Foods79%0
22Wendy'sFast Foods79%0
22Domino'sFast Foods79%1
22BJ's Wholesale ClubRetailers79%6
22Ace HardwareRetailers79%6
22PetSmartRetailers79%6
22CostcoRetailers79%7
29Save-a-LotGrocery Chains78%-1
29Dollar TreeRetailers78%5
29Lowe'sRetailers78%5
29USAAInsurance Carriers78%10
33ShopRiteGrocery Chains77%-3
33Hy-VeeGrocery Chains77%-2
33Taco BellFast Foods77%-2
33Arby'sFast Foods77%-1
33Home DepotRetailers77%4
33Barnes & NobleRetailers77%4
33USAACredit Cards77%9
40Stop & ShopGrocery Chains76%-3
40Winn-DixieGrocery Chains76%-3
40Dunkin' DonutsFast Foods76%-3
40Jack in the BoxFast Foods76%-2
40KFCFast Foods76%-2
40HardeesFast Foods76%-2
40AutoZoneRetailers76%3
40WalgreensRetailers76%3
40True ValueRetailers76%4
49Whole FoodsGrocery Chains75%-5
49McDonaldsFast Foods75%-4
49QuiznosFast Foods75%-3
49UPSParcel Delivery75%2
49Advance Auto PartsRetailers75%2
49QVCRetailers75%2
49Rite AidRetailers75%3
49Family DollarRetailers75%3
49Fidelity InvestmentsInvestments75%7
49Charles SchwabInvestments75%7
59SafewayGrocery Chains74%-5
59FedExParcel Delivery74%1
59O'Reilly Auto PartsRetailers74%1
59Bed Bath & BeyondRetailers74%2
59NordstromRetailers74%2
59SunTrust BankBanks74%3
59ING DirectBanks74%3
59State FarmInsurance Carriers74%7
59LexusAuto Dealers74%8
59ToyotaAuto Dealers74%8
59BuickAuto Dealers74%8
70Giant EagleGrocery Chains73%-6
70Baskin RobbinsFast Foods73%-5
70Best BuyRetailers73%1
70T.J. MaxxRetailers73%1
70U.S. BankBanks73%2
70TD AmeritradeInvestments73%5
70SubaruAuto Dealers73%7
77US Postal ServiceParcel Delivery72%-1
77OfficeMaxRetailers72%-1
77TargetRetailers72%-1
77Old NavyRetailers72%-1
77JCPenneyRetailers72%0
77VanguardInvestments72%4
83Orange JuliusFast Foods71%-7
837-ElevenRetailers71%-2
83RossRetailers71%-2
83MarshallsRetailers71%-2
83Office DepotRetailers71%-2
83StaplesRetailers71%-1
83Wells FargoBanks71%-1
83PNCBanks71%0
83ChaseBanks71%0
83Edward JonesInvestments71%3
83American ExpressCredit Cards71%3
83DiscoverCredit Cards71%3
83Southwest AirlinesAirlines71%10
96eBayRetailers70%-3
96Dollar GeneralRetailers70%-3
96CVSRetailers70%-3
96Kohl'sRetailers70%-3
96GEICOInsurance Carriers70%3
96HyundaiAuto Dealers70%4
102Wal-MartRetailers69%-4
102Capital OneCredit Cards69%1
102A credit unionInvestments69%1
102AllstateInsurance Carriers69%1
102The HartfordInsurance Carriers69%1
102SymantecSoftware69%6
102Best WesternHotels69%9
109Toys 'R' UsRetailers68%-5
109Macy'sRetailers68%-5
109U.S. BankCredit Cards68%0
109Wells FargoCredit Cards68%0
109ChaseCredit Cards68%0
109BarclaycardCredit Cards68%1
109Ameriprise FinancialInvestments68%1
109FordAuto Dealers68%2
109AppleSoftware68%5
109Kaiser PermanenteHealth Plans68%11
119Apple StoreRetailers67%-5
119KmartRetailers67%-5
119SearsRetailers67%-5
119CitizensBanks67%-4
119AAAInsurance Carriers67%-1
119Mercedes-BenzAuto Dealers67%1
119HondaAuto Dealers67%1
119ChevroletAuto Dealers67%1
119TracFoneWireless Carriers67%5
119AppleComputers67%5
119WhirlpoolMajor Appliances67%6
119La Quinta InnHotels67%7
131GameStopRetailers66%-7
131Capital OneBanks66%-5
131CitigroupCredit Cards66%-2
131ProgressiveInsurance Carriers66%-2
131E*TRADEInvestments66%-2
136A&PGrocery Chains65%-14
136Morgan Stanley Smith BarneyInvestments65%-3
136TravelersInsurance Carriers65%-3
136BMWAuto Dealers65%-2
136GoogleSoftware65%2
136Alaska AirlinesAirlines65%4
136SheratonHotels65%6
136AOLInternet Service65%9
144GapRetailers64%-8
144CitibankBanks64%-7
144Bank of AmericaCredit Cards64%-3
144AudiAuto Dealers64%-3
144CadillacAuto Dealers64%-2
144MicrosoftSoftware64%1
144AT&TWireless Carriers64%1
144Virgin MobileWireless Carriers64%1
144T-MobileWireless Carriers64%2
144Hewlett-PackardComputers64%2
144MarriottHotels64%4
144Courtyard By MarriottHotels64%4
144Holiday Inn ExpressHotels64%4
144AdvantageRental Cars64%5
144EnterpriseRental Cars64%5
144EarthLinkInternet Service64%9
160Bank of AmericaBanks63%-8
160NationwideInsurance Carriers63%-5
160MetLifeInsurance Carriers63%-5
160ING DirectInvestments63%-5
160Liberty MutualInsurance Carriers63%-4
160NissanAuto Dealers63%-4
160IntuitSoftware63%0
160SonySoftware63%0
160Verizon WirelessWireless Carriers63%0
160Delta/Northwest AirlinesAirlines63%2
160ElectroluxMajor Appliances63%2
160Hampton InnHotels63%3
160HumanaHealth Plans63%7
160Bright House NetworksTV Service63%8
174Foot LockerRetailers62%-11
174MazdaAuto Dealers62%-4
174American AirlinesAirlines62%1
174LGMajor Appliances62%1
174HiltonHotels62%2
174Comfort InnHotels62%2
174TriCareHealth Plans62%6
174Cox CommunicationsInternet Service62%6
174MedicareHealth Plans62%6
174DirecTVTV Service62%8
184Merrill LynchInvestments61%-7
184FarmersInsurance Carriers61%-7
184JeepAuto Dealers61%-6
184GMAuto Dealers61%-5
184VolkswagenAuto Dealers61%-5
184LenovoComputers61%-1
184United AirlinesAirlines61%-1
184AcerComputers61%0
184ToshibaComputers61%0
184SamsungMajor Appliances61%1
184Fairfield InnHotels61%1
184BudgetRental Cars61%2
196RadioShackRetailers60%-13
196Fifth ThirdBanks60%-11
196McAfeeSoftware60%-2
196JetBlue AirlinesAirlines60%-1
196GEMajor Appliances60%-1
196Holiday InnHotels60%0
196AlamoRental Cars60%1
196Dish NetworkTV Service60%6
204eMachinesComputers59%-3
204DellComputers59%-2
204GatewayComputers59%-2
204United HealthcareHealth Plans59%3
208ScottradeInvestments58%-10
208Wells Fargo AdvisorsInvestments58%-10
208MetroPCSWireless Carriers58%-4
208ToshibaMajor Appliances58%-3
208BoschMajor Appliances58%-3
208HyattHotels58%-2
208NationalRental Cars58%-2
208Blue Shield of CAHealth Plans58%2
208CablevisionInternet Service58%3
208Cox CommunicationTV Service58%4
218KiaAuto Dealers57%-9
218ActivisionSoftware57%-6
218AdobeSoftware57%-6
218SprintWireless Carriers57%-5
218AvisRental Cars57%-3
218AetnaHealth Plans57%1
218AT&TInternet Service57%1
218VerizonInternet Service57%2
226HSBCBanks56%-15
226American FamilyInsurance Carriers56%-11
226AirTran AirwaysAirlines56%-5
226FujitsuMajor Appliances56%-4
226HertzRental Cars56%-3
226Optimum (iO)/CablevisionTV Service56%2
23221st CenturyInsurance Carriers55%-12
232DodgeAuto Dealers55%-12
232CompaqComputers55%-7
232SonyComputers55%-7
232HaierMajor Appliances55%-6
232Health NetHealth Plans55%-2
232MSNInternet Service55%-1
232Charter CommunicationsInternet Service55%-1
232Time WarnerInternet Service55%0
241BlackboardSoftware54%-9
241WestinHotels54%-6
241DollarRental Cars54%-5
241CIGNAHealth Plans54%-3
241VerizonTV Service54%-1
246DHLParcel Delivery53%-20
246Residence InnHotels53%-7
246Anthem (BCBS)Health Plans53%-4
246QwestInternet Service53%-3
246AT&TTV Service53%-1
251US AirwaysAirlines52%-9
251HitachiMajor Appliances52%-9
251Time Warner CableTV Service52%-2
254HSBCCredit Cards51%-17
254Days InnHotels51%-9
256ChryslerAuto Dealers50%-17
256Crowne PlazaHotels50%-11
258CareFirst (BCBS)Health Plans48%-8
258Charter CommunicationsTV Service48%-6
260Motel 6Hotels47%-13
260Super 8Hotels47%-13
260ComcastInternet Service47%-9
260ComcastTV Service47%-8
264US CellularWireless Carriers46%-17
265MedicaidHealth Plans45%-11
266Highmark (BCBS)Health Plans44%-12
267Empire (BCBS)Health Plans42%-14
268Coventry Health CareHealth Plans41%-16

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.