2016 Temkin Experience Ratings 2016

Rank	Company	Industry	Temkin Experience Rating (TER)	Company TER vs Industry TER
1	Publix	Supermarkets	81%	7
2	H-E-B	Supermarkets	79%	5
3	Kroger	Supermarkets	78%	4
3	Save-a-Lot	Supermarkets	78%	4
3	True Value	Retailers	78%	10
3	Chick-fil-A	Fast Food	78%	7
7	A credit union	Banks	77%	9
7	Wegmans	Supermarkets	77%	3
9	O'Reilly Auto Parts	Retailers	76%	8
9	Amazon.com	Retailers	76%	8
9	Aldi	Supermarkets	76%	3
12	USAA	Banks	75%	7
12	Giant Eagle	Supermarkets	75%	1
12	QVC	Retailers	75%	6
12	Dollar Tree	Retailers	75%	6
12	Regions	Banks	75%	8
12	ShopRite	Supermarkets	75%	1
12	Food Lion	Supermarkets	75%	1
12	Subway	Fast Food	75%	4
20	IHOP	Fast Food	74%	2
20	Dollar General	Retailers	74%	5
20	Hy-Vee	Supermarkets	74%	0
20	Winn-Dixie	Supermarkets	74%	0
20	Little Caesar’s	Fast Food	74%	3
20	Wawa Food Markets	Supermarkets	74%	0
20	Sam's Club	Retailers	74%	5
20	Trader Joe’s	Supermarkets	74%	1
28	Lowe's	Retailers	73%	4
28	Arby’s	Fast Food	73%	2
28	USAA	Insurance Carriers	73%	12
28	Hannaford	Supermarkets	73%	-1
28	Dunkin’ Donuts	Fast Food	73%	2
28	Taco Bell	Fast Food	73%	2
28	Amazon	Computers & Tablets	73%	15
28	Hardees	Fast Food	73%	2
36	Piggly Wiggly	Supermarkets	72%	-2
36	Dairy Queen	Fast Food	72%	1
36	Michael’s	Retailers	72%	3
36	Pizza Hut	Fast Food	72%	1
36	PetSmart	Retailers	72%	4
36	BJ’s Wholesale Club	Retailers	72%	4
42	JCPenney	Retailers	71%	2
42	Wendy’s	Fast Food	71%	0
42	Residence Inn	Hotels	71%	11
42	Starbucks	Fast Food	71%	0
42	Kohl's	Retailers	71%	2
42	Capital One 360	Banks	71%	4
42	Holiday Inn Express	Hotels	71%	11
42	Family Dollar	Retailers	71%	3
42	Ace Hardware	Retailers	71%	3
51	Target	Retailers	70%	1
51	Rite Aid	Retailers	70%	1
51	Sonic Drive-In	Fast Food	70%	-1
51	Jack in the Box	Fast Food	70%	-1
51	UPS	Parcel Delivery	70%	3
51	7-Eleven	Retailers	70%	1
51	TD Bank	Banks	70%	3
51	PNC	Banks	70%	3
51	Walgreens	Retailers	70%	2
60	CVS	Retailers	69%	0
60	Safeway	Supermarkets	69%	-5
60	Albertsons	Supermarkets	69%	-5
60	USAA	Credit Cards	69%	6
60	Hilton	Hotels	69%	8
60	Stop & Shop	Supermarkets	69%	-5
60	Domino’s	Fast Food	69%	-2
60	Home Depot	Retailers	69%	1
60	eBay	Retailers	69%	1
69	Barnes & Noble	Retailers	68%	-1
69	State Farm	Insurance Carriers	68%	6
69	Marriott	Hotels	68%	7
69	The Hartford	Insurance Carriers	68%	6
69	U.S. Bank	Banks	68%	0
69	FedEx	Parcel Delivery	68%	0
69	T.J. Maxx	Retailers	68%	-1
69	AutoZone	Retailers	68%	-1
69	Discover	Credit Cards	68%	5
69	Whole Foods	Supermarkets	68%	-6
69	Costco	Retailers	68%	-1
69	Staples	Retailers	68%	0
69	KFC	Fast Food	68%	-3
69	SunTrust Bank	Banks	68%	1
83	Southwest Airlines	Airlines	67%	10
83	Florida Power & Light	Utilities	67%	10
83	Southern California Gas Company	Utilities	67%	10
83	Nordstrom	Retailers	67%	-1
83	Chase	Banks	67%	0
83	Advance Auto Parts	Retailers	67%	-1
89	Toyota	Auto Dealers	66%	9
89	Chase	Credit Cards	66%	3
89	Wyndham	Hotels	66%	5
89	Google	Software Firms	66%	9
89	TXU Energy	Utilities	66%	9
89	Baskin Robbins	Fast Food	66%	-5
89	Ross	Retailers	66%	-2
89	Dominion Virginia Power	Utilities	66%	9
89	U.S. Postal Service	Parcel Delivery	66%	-1
89	Capital One	Banks	66%	-1
89	Barclaycard	Credit Cards	66%	4
100	Mercedes-Benz	Auto Dealers	65%	7
100	Bed Bath & Beyond	Retailers	65%	-4
100	Georgia Power	Utilities	65%	7
100	Fifth Third	Banks	65%	-3
100	McDonalds	Fast Food	65%	-6
100	Symantec	Software Firms	65%	8
100	Apple Retail Store	Retailers	65%	-3
100	Capital One	Credit Cards	65%	3
100	Alabama Power Company	Utilities	65%	8
100	Burger King	Fast Food	65%	-6
110	Edward Jones	Investment Firms	64%	6
110	American Express	Credit Cards	64%	1
110	Sheraton	Hotels	64%	3
110	Best Buy	Retailers	64%	-5
110	Office Depot	Retailers	64%	-5
110	Nationwide	Insurance Carriers	64%	2
110	Wal-Mart	Retailers	64%	-5
110	Fidelity Investments	Investment Firms	64%	6
110	La Quinta Inn	Hotels	64%	3
110	Hampton Inn	Hotels	64%	3
110	Sears	Retailers	64%	-5
110	GEICO	Insurance Carriers	64%	3
110	Toys 'R' Us	Retailers	64%	-5
110	Progressive	Insurance Carriers	64%	3
110	Wells Fargo	Banks	64%	-3
125	Virgin Mobile	Wireless Carriers	63%	5
125	Marshalls	Retailers	63%	-6
125	Lexus	Auto Dealers	63%	6
125	Bank of America	Banks	63%	-4
125	OfficeMax	Retailers	63%	-6
125	Vons	Supermarkets	63%	-11
125	TracFone	Wireless Carriers	63%	6
125	Morgan Stanley Smith Barney	Investment Firms	63%	6
125	GameStop	Retailers	63%	-5
125	MetroPCS	Wireless Carriers	63%	6
135	Allstate	Insurance Carriers	62%	0
135	Alaska Airlines	Airlines	62%	5
135	Kmart	Retailers	62%	-7
135	JetBlue Airlines	Airlines	62%	6
135	Charles Schwab	Investment Firms	62%	5
135	Macy's	Retailers	62%	-6
135	Chevrolet	Auto Dealers	62%	5
142	National Car Rental	Rental Cars	61%	8
142	Hyundai	Auto Dealers	61%	3
142	Best Western	Hotels	61%	0
142	Courtyard By Marriott	Hotels	61%	0
142	Consumers Energy Company	Utilities	61%	3
142	Kia	Auto Dealers	61%	4
142	Citigroup	Credit Cards	61%	-2
142	Barnes & Noble	Computers & Tablets	61%	2
142	Travelers	Insurance Carriers	61%	0
142	Enterprise Rent-A-Car	Rental Cars	61%	9
142	Hewlett-Packard	Computers & Tablets	61%	3
153	Microsoft	Software Firms	60%	2
153	Comfort Inn	Hotels	60%	-1
153	Liberty Mutual	Insurance Carriers	60%	-1
153	Honda	Auto Dealers	60%	3
153	New York Life	Insurance Carriers	60%	-1
153	Whirlpool	Major Appliances	60%	5
153	Vanguard	Investment Firms	60%	2
153	Quality Inn	Hotels	60%	0
153	Old Navy	Retailers	60%	-8
153	Hyatt	Hotels	60%	0
153	Merrill Lynch	Investment Firms	60%	3
153	Apple	Computers & Tablets	60%	2
153	Citizens	Banks	60%	-7
166	Apple	Software Firms	59%	1
166	Ford	Auto Dealers	59%	2
166	Holiday Inn	Hotels	59%	-2
166	Verizon Wireless	Wireless Carriers	59%	1
166	Delta Airlines	Airlines	59%	3
166	Southern California Edison	Utilities	59%	2
166	Samsung	Major Appliances	59%	5
166	Foot Locker	Retailers	59%	-9
166	Alamo Rent A Car	Rental Cars	59%	7
175	U.S. Bank	Credit Cards	58%	-5
175	Buick	Auto Dealers	58%	1
175	Duke Energy Progress	Utilities	58%	0
175	Gap	Retailers	58%	-11
175	DTE Energy Electric Company	Utilities	58%	1
175	Farmers	Insurance Carriers	58%	-3
175	Wells Fargo	Credit Cards	58%	-4
182	Con Edison of New York	Utilities	57%	-1
182	LG	Major Appliances	57%	2
182	DirecTV	TV Service	57%	10
182	Ameriprise Financial	Investment Firms	57%	-1
182	Bank of America	Credit Cards	57%	-6
182	A credit union	Investment Firms	57%	-1
182	Kaiser Permanente	Health Plans	57%	10
182	Gateway	Computers & Tablets	57%	-1
190	Nissan	Auto Dealers	56%	-2
190	Dish Network	TV Service	56%	8
190	Citibank	Banks	56%	-12
190	Dodge	Auto Dealers	56%	-1
190	DHL	Parcel Delivery	56%	-12
190	T-Mobile	Wireless Carriers	56%	-1
190	Pacific Gas and Electric Company	Utilities	56%	-1
190	AT&T;	Wireless Carriers	56%	-1
190	Bosch	Major Appliances	56%	2
199	AOL	Internet Service	55%	7
199	Dell	Computers & Tablets	55%	-4
199	Cablevision Optimum	TV Service	55%	8
199	GE	Major Appliances	55%	0
199	TD Ameritrade	Investment Firms	55%	-3
199	Crowne Plaza	Hotels	55%	-5
199	Radisson	Hotels	55%	-5
199	Toshiba	Computers & Tablets	55%	-4
199	Lenovo	Computers & Tablets	55%	-4
199	RadioShack	Retailers	55%	-13
199	TriCare	Health Plans	55%	9
199	Virgin America	Airlines	55%	-1
211	Scottrade	Investment Firms	54%	-4
211	Sprint	Wireless Carriers	54%	-4
211	Westin	Hotels	54%	-6
211	PSE&G;	Utilities	54%	-3
211	MetLife	Insurance Carriers	54%	-7
211	AAA	Insurance Carriers	54%	-7
217	Mazda	Auto Dealers	53%	-4
217	Adobe	Software Firms	53%	-4
217	Hertz	Rental Cars	53%	0
217	Electrolux	Major Appliances	53%	-2
217	Cox Communications	TV Service	53%	6
217	Acer	Computers & Tablets	53%	-5
217	Audi	Auto Dealers	53%	-4
217	CenterPoint Energy	Utilities	53%	-4
225	Ameren Illinois Company	Utilities	52%	-6
225	Cox Communications	Internet Service	52%	5
225	Jeep	Auto Dealers	52%	-5
225	Intuit	Software Firms	52%	-5
225	American Airlines	Airlines	52%	-4
230	BMW	Auto Dealers	51%	-7
230	McAfee	Software Firms	51%	-7
230	Aetna	Health Plans	51%	4
230	Wells Fargo Advisors	Investment Firms	51%	-7
230	Activision	Software Firms	51%	-6
230	United Airlines	Airlines	51%	-5
230	Subaru	Auto Dealers	51%	-6
230	Avis	Rental Cars	51%	-1
230	Verizon	Internet Service	51%	4
230	Sony	Software Firms	51%	-6
230	*ETRADE**	Investment Firms	51%	-6
241	CIGNA	Health Plans	50%	3
241	Budget	Rental Cars	50%	-3
241	Super 8	Hotels	50%	-11
241	United Healthcare	Health Plans	50%	3
241	AT&T;	Internet Service	50%	3
241	Sony	Computers & Tablets	50%	-9
241	ACE Rent A Car	Rental Cars	50%	-2
248	Bright House Networks	TV Service	49%	1
248	Fox Rent A Car	Rental Cars	49%	-4
248	Cadillac	Auto Dealers	49%	-8
248	Coventry Health Care	Health Plans	49%	2
248	Advantage Rent-A-Car	Rental Cars	49%	-3
253	Charter Communications	Internet Service	48%	0
253	Fairfield Inn	Hotels	48%	-13
253	Humana	Health Plans	48%	1
253	Time Warner Cable	Internet Service	48%	0
253	US Airways	Airlines	48%	-8
253	Charter Communications	TV Service	48%	1
253	Commonwealth Edison	Utilities	48%	-9
253	Medicare	Health Plans	48%	1
253	Capital One 360	Investment Firms	48%	-10
253	Toshiba	Major Appliances	48%	-6
253	BCBS plan not listed	Health Plans	48%	1
264	American Family	Insurance Carriers	47%	-15
264	GM	Auto Dealers	47%	-11
264	Anthem	Health Plans	47%	0
264	Cablevision	Internet Service	47%	0
264	21st Century	Insurance Carriers	47%	-14
264	Verizon	TV Service	47%	0
270	Time Warner Cable	TV Service	46%	-2
270	Blackboard	Software Firms	46%	-12
270	Haier	Major Appliances	46%	-9
270	Days Inn	Hotels	46%	-14
274	Hitachi	Major Appliances	45%	-9
274	Chrysler	Auto Dealers	45%	-12
274	Thrifty	Rental Cars	45%	-7
274	HSBC	Credit Cards	45%	-17
278	Columbia Natural Gas	Utilities	44%	-14
278	eMachines	Computers & Tablets	44%	-15
278	Volkswagen	Auto Dealers	44%	-13
278	Compaq	Computers & Tablets	44%	-14
282	AT&T;	TV Service	43%	-4
283	Motel 6	Hotels	41%	-20
284	Spirit Airlines	Airlines	40%	-16
284	Comcast	Internet Service	40%	-7
284	Blue Shield of California	Health Plans	40%	-7
284	Medicaid	Health Plans	40%	-7
288	Empire	Health Plans	38%	-9
289	Comcast	TV Service	37%	-11
289	CareFirst	Health Plans	37%	-10
289	Highmark	Health Plans	37%	-9
292	Dollar	Rental Cars	36%	-16
293	Health Net	Health Plans	32%	-15
294	Fujitsu	Major Appliances	29%	-26

See the 2015 Ratings

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.

Purchase Data

For only $395, you can download an Excel workbook with the underlying data from the 2016 Temkin Experience Ratings.

The dataset includes details for all three component scores for the 294 companies in the 2016 ratings. In addition, it provides average industry ratings across six age groups of consumers.

For more information, see the Temkin Experience Ratings Overview.