2015 Temkin Experience Ratings 2015

Rank Company Industry Temkin Experience Rating (TER) Company TER vs Industry TER
1Publix Supermarket Chain85%6
2Aldi Supermarket Chain84%5
2H.E.B. Supermarket Chain84%5
4Chick-fil-A Fast Food82%6
4Amazon.com Retailer82%7
4PetSmart Retailer82%7
4Trader Joe's Supermarket Chain82%4
8A credit union Bank81%10
8USAA Bank81%11
8Papa John's Fast Food81%5
8Walgreens Retailer81%6
8Hannaford's Supermarket Chain81%2
13USAA Credit Cards80%12
13Dairy Queen Fast Food80%4
13Panera Bread Fast Food80%3
13Sonic Drive-In Fast Food80%3
13Subway Fast Food80%3
13Hy-Vee Supermarket Chain80%1
19Bed Bath & Beyond Retailer79%5
19Costco Retailer79%4
19Lowe's Retailer79%5
22Regions Bank78%7
22Dunkin' Donuts Fast Food78%2
22Pizza Hut Fast Food78%2
22Popeye's Louisiana Kitchen Fast Food78%2
22Taco Bell Fast Food78%1
22Advance Auto Parts Retailer78%4
22O'Reilly Auto Parts Retailer78%4
22Food Lion Supermarket Chain78%-1
22Kroger Supermarket Chain78%-1
22ShopRite Supermarket Chain78%-1
22Whole Foods Supermarket Chain78%-1
33Chipotle Mexican Grill Fast Food77%0
33Starbucks Fast Food77%1
33Wendy's Fast Food77%0
33BJ's Wholesale Club Retailer77%3
33Dollar Tree Retailer77%2
33Home Depot Retailer77%3
33Rite Aid Retailer77%2
33Albertsons Supermarket Chain77%-1
41Amazon Computers and Tablets76%13
41Arby's Fast Food76%0
41Ace Hardware Retailer76%2
41AutoZone Retailer76%1
41Barnes & Noble Retailer76%1
41CVS Retailer76%2
41Dollar General Retailer76%1
41Sam's Club Retailer76%2
41Giant Eagle Supermarket Chain76%-3
41Stop & Shop Supermarket Chain76%-3
41Wegmans Supermarket Chain76%-3
52JetBlue Airlines Airline75%12
52Little Caesar's Fast Food75%-1
52Marriott Hotel75%9
52USAA Insurance Carrier75%10
52JCPenney Retailer75%0
52QVC Retailer75%1
52Staples Retailer75%1
52Safeway Supermarket Chain75%-4
60Domino's Fast Food74%-2
60KFC Fast Food74%-3
60Panda Express Fast Food74%-3
60Courtyard By Marriott Hotel74%7
60Sheraton Hotel74%8
60UPS Parcel Delivery74%1
60eBay Retailer74%0
60Family Dollar Retailer74%-1
60Kohl's Retailer74%-1
60Nordstrom Retailer74%0
60Office Depot Retailer74%-1
60OfficeMax Retailer74%-1
60Target Retailer74%-1
60Victoria Secret Retailer74%-1
60Georgia Power Utility74%12
60Southern California Gas Company Utility74%12
76Lexus Auto Dealer73%10
76Chase Bank73%2
76Citizens Bank73%2
76PNC Bank73%2
76SunTrust Bank Bank73%3
76American Express Credit Cards73%6
76Discover Credit Cards73%6
76Burger King Fast Food73%-3
76Hampton Inn Hotel73%7
76FedEx Parcel Delivery73%0
76U.S. Postal Service Parcel Delivery73%0
76Marshalls Retailer73%-1
76T.J. Maxx Retailer73%-1
89Southwest Airlines Airline72%9
89Capital One 360 Bank72%1
89TD Bank Bank72%1
89U.S. Bank Bank72%1
89Hardees Fast Food72%-4
89McDonalds Fast Food72%-5
89Hilton Hotel72%6
89Hyatt Hotel72%6
89Fidelity Investments Investment Firm72%8
89Macy's Retailer72%-2
89Old Navy Retailer72%-2
100Toyota Auto Dealer71%7
100State Farm Insurance Carrier71%5
1007-Eleven Retailer71%-3
100Apple Retail Store Retailer71%-3
100Toys 'R' Us Retailer71%-3
105GEICO Insurance Carrier70%4
105Ross Retailer70%-5
105True Value Retailer70%-4
105Wal-Mart Retailer70%-5
109Alaska Airlines Airline69%7
109Delta Airlines Airline69%7
109Honda Auto Dealer69%5
109Barclaycard Credit Cards69%1
109Holiday Inn Express Hotel69%2
109Residence Inn Hotel69%3
109Charles Schwab Investment Firm69%5
109Alamo Rental Cars69%9
109Foot Locker Retailer69%-5
109Kmart Retailer69%-6
119Apple Computers and Tablets68%6
119Chase Credit Cards68%1
119La Quinta Inn Hotel68%2
119Progressive Insurance Carrier68%2
119The Hartford Insurance Carrier68%2
119Vanguard Investment Firm68%4
119Best Buy Retailer68%-7
119GameStop Retailer68%-6
119Florida Power & Light Utility68%6
128Bank of America Bank67%-4
128Capital One Bank67%-4
128Jack in the Box Fast Food67%-9
128TriCare Health Plan67%13
128Westin Hotel67%1
128Enterprise Rental Cars67%7
128Southern California Edison Utility67%5
128Virgin Mobile Wireless Carrier67%6
136Nissan Auto Dealer66%2
136Fifth Third Bank66%-5
136Wells Fargo Bank66%-4
136Capital One Credit Cards66%-1
136Citigroup Credit Cards66%-1
136U.S. Bank Credit Cards66%-1
136Kaiser Permanente Health Plan66%11
136Embassy Suites Hotel66%0
136Holiday Inn Hotel66%0
136Allstate Insurance Carrier66%1
136Scottrade Investment Firm66%2
136Gap Retailer66%-8
136Apple Software Firm66%6
136Google Software Firm66%5
136Bi-Lo Supermarket Chain66%-12
151Samsung Major Appliances65%5
151BMW Auto Dealer65%2
151Chevrolet Auto Dealer65%1
151Comfort Inn Hotel65%-2
151Ameriprise Financial Investment Firm65%1
151National Rental Cars65%5
151T-Mobile Wireless Carrier65%4
158Electrolux Major Appliances64%3
158Whirlpool Major Appliances64%4
158Ford Auto Dealer64%1
158Hewlett-Packard Computers and Tablets64%1
158Best Western Hotel64%-3
158Fairfield Inn Hotel64%-2
158A credit union Investment Firm64%0
158Sears Retailer64%-10
158Intuit Software Firm64%3
158Dominion Virginia Power Utility64%2
168Virgin America Airline63%0
168Kenmore Major Appliances63%3
168Dodge Auto Dealer63%-1
168Mazda Auto Dealer63%-1
168Mercedes-Benz Auto Dealer63%-1
168Bank of America Credit Cards63%-4
168Humana Health Plan63%8
168Doubletree Hotel63%-3
168Quality Inn Hotel63%-4
168AAA Insurance Carrier63%-2
168Edward Jones Investment Firm63%-1
168Merrill Lynch Investment Firm63%-1
168DHL Parcel Delivery63%-10
168RadioShack Retailer63%-12
168Symantec Software Firm63%3
168Commonwealth Edison Utility63%1
168DTE Energy Electric Company Utility63%1
168PSE&G Utility63%1
168TracFone Wireless Carrier63%2
187LG Major Appliances62%2
187Buick Auto Dealer62%-2
187Hyundai Auto Dealer62%-2
187Citibank Bank62%-9
187Nationwide Insurance Carrier62%-3
187Travelers Insurance Carrier62%-4
187Morgan Stanley Smith Barney Investment Firm62%-2
187Wells Fargo Advisors Investment Firm62%-2
187ACE Rent A Car Rental Cars62%2
187Hertz Rental Cars62%2
187US Cellular Wireless Carrier62%0
187Verizon Wireless Wireless Carrier62%1
199Cadillac Auto Dealer61%-2
199Volkswagen Auto Dealer61%-2
199BB&T Bank61%-10
199Wells Fargo Credit Cards61%-6
199American Family Insurance Carrier61%-5
199Liberty Mutual Insurance Carrier61%-4
199Sony Software Firm61%1
199Cablevision Optimum TV Service61%9
207Kia Auto Dealer60%-3
207Barnes & Noble Computers and Tablets60%-3
207Sony Computers and Tablets60%-3
207Toshiba Computers and Tablets60%-3
207Super 8 Hotel60%-6
207Optimum Internet Service60%9
207DirecTV TV Service60%8
207Duke Energy Progress Utility60%-2
207Pacific Gas and Electric Company Utility60%-2
207AT&T Wireless Carrier60%-1
207MetroPCS Wireless Carrier60%-1
218Haier Major Appliances59%-2
218GM Auto Dealer59%-4
218Medicare Health Plan59%4
218United Healthcare Health Plan59%4
218Farmers Insurance Carrier59%-7
218AOL Internet Service59%8
218TD Ameritrade Investment Firm59%-4
218Microsoft Software Firm59%-1
226PNC Credit Cards58%-10
226MetLife Insurance Carrier58%-8
226Avis Rental Cars58%-2
226McAfee Software Firm58%-2
230American Airlines Airline57%-6
230Bosch Major Appliances57%-3
230Subaru Auto Dealer57%-6
230Acer Computers and Tablets57%-5
230Dell Computers and Tablets57%-6
230Crowne Plaza Hotel57%-10
230Days Inn Hotel57%-9
230Verizon Internet Service57%6
230E*TRADE Investment Firm57%-7
230Budget Rental Cars57%-3
230Activision Software Firm57%-3
230Verizon TV Service57%5
242United Airlines Airline56%-7
242Jeep Auto Dealer56%-8
242Cablevision Internet Service56%5
245US Airways Airline55%-7
245Asus Computers and Tablets55%-8
245Lenovo Computers and Tablets55%-8
245Cox Communications Internet Service55%4
245Capital One 360 Investment Firm55%-9
245Advantage Rent-A-Car Rental Cars55%-5
245Bright House Networks TV Service55%3
245Sprint Wireless Carrier55%-6
253Chrysler Auto Dealer54%-10
253HSBC Credit Cards54%-13
253AT&T Internet Service54%3
253Charter Communications Internet Service54%2
253Adobe Software Firm54%-6
253AT&T TV Service54%2
253Dish Network TV Service54%2
253Consumers Energy Company Utility54%-8
261Audi Auto Dealer53%-11
261BCBS plan not listedHealth Plan53%-1
261Motel 6 Hotel53%-13
264AirTran Airways Airline52%-10
264Toshiba Major Appliances52%-9
264Aetna Health Plan52%-2
264Anthem Health Plan52%-2
264BCBS of Michigan Health Plan52%-3
264Amica Insurance Carrier52%-13
270Medicaid Health Plan51%-3
27021st Century Insurance Carrier51%-14
270CenturyLink Internet Service51%-1
270Cox Communications TV Service51%-1
274CIGNA Health Plan50%-4
274Frontier Internet Service50%-1
274Thrifty Rental Cars50%-11
277Ramada Inn Hotel49%-17
278Blue Shield of California Health Plan48%-6
278Charter Communications TV Service48%-4
278Time Warner Cable TV Service48%-4
281Spirit Airlines Airline47%-16
281Hitachi Major Appliances47%-13
281BCBS of Florida Health Plan47%-8
281Time Warner Internet Service47%-5
281Dollar Rental Cars47%-13
281Blackboard Software Firm47%-13
281Consolidated Edison Company of New York Utility47%-15
288Health Net Health Plan46%-8
289Fujitsu Major Appliances45%-15
289Comcast Internet Service45%-6
291Comcast TV Service43%-9
292Fox Rent A Car Rental Cars42%-18
293Coventry Health Care Health Plan39%-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, Success, Effort, and Emotion, 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.