2012 Temkin Experience Ratings 2012


Rank Company Industry Temkin Experience Rating (TER) Company TER vs Industry TER
1 Sam's Club Retailer 85% 13.0
2 Publix Grocery Chain 81% 4.9
3 A credit union Bank 80% 14.5
3 Chick-fil-A Fast Food Chain 80% 6.2
3 Subway Fast Food Chain 80% 6.4
3 Starbucks Fast Food Chain 80% 6.5
3 H.E.B. Grocery Chain 80% 3.6
3 Winn-Dixie Grocery Chain 80% 3.6
3 Aldi Grocery Chain 80% 3.7
10 Sonic Drive-in Fast Food Chain 78% 3.6
10 Kroger Grocery Chain 78% 1.7
10 ShopRite Grocery Chain 78% 1.9
10 Amazon.com Retailer 78% 5.9
14 PNC Bank 77% 11.6
14 Pizza Hut Fast Food Chain 77% 2.5
14 Target Retailer 77% 4.9
14 Walgreens Retailer 77% 5.0
18 Arby's Fast Food Chain 76% 1.5
18 Whole Foods Grocery Chain 76% -0.4
18 Hy-Vee Grocery Chain 76% -0.1
18 BJ's Wholesale Club Retailer 76% 3.5
18 Lowe's Retailer 76% 3.9
23 Dunkin Donuts Fast Food Chain 75% 0.8
23 Taco Bell Fast Food Chain 75% 0.8
23 Wendy's Fast Food Chain 75% 1.2
23 Food Lion Grocery Chain 75% -1.7
27 Little Caesar's Fast Food Chain 74% -0.3
27 Giant Eagle Grocery Chain 74% -2.7
27 Safeway Grocery Chain 74% -2.1
27 Stop & Shop Grocery Chain 72% -2.0
27 FedEx Parcel Delivery Service 74% 1.4
27 JCPenney Retailer 74% 1.7
27 Home Depot Retailer 74% 1.7
27 CVS Retailer 74% 1.9
35 Southwest Airlines Airline 73% 11.9
35 TD Bank Bank 73% 7.8
35 USAA Bank 73% 8.3
35 USAA Credit Card Issuer 73% 12.7
35 Dairy Queen Fast Food Chain 73% -1.1
35 Albertsons Grocery Chain 73% -3.8
35 Save-a-lot Grocery Chain 73% -3.3
35 USAA Insurance Carrier 73% 7.7
35 UPS Parcel Delivery Service 73% 0.9
35 Rite Aid Retailer 73% 0.8
45 ING Direct Bank 72% 6.8
45 Alamo Car Rental Agency 72% 11.4
45 Hampton Inn Hotel Chain 72% 5.8
45 Marriott Hotel Chain 72% 6.4
45 State Farm Insurance Carrier 72% 6.4
45 Costco Retailer 72% -0.5
45 Staples Retailer 72% 0.0
52 KFC Fast Food Chain 71% -3.2
52 McDonalds Fast Food Chain 71% -2.9
52 US Postal Service Parcel Delivery Services 71% -0.8
52 Toys 'R' Us Retailer 71% -1.2
52 Old Navy Retailer 71% -1.0
57 Chevrolet Auto Dealer 70% 7.7
57 Burger King Fast Food Chain 70% -4.2
57 Charles Schwab Investment Firm 70% 6.7
57 Wal-Mart Retailer 70% -2.3
57 Kohl's Retailer 70% -2.0
62 Jack in the Box Fast Food Chain 69% -5.1
62 Holiday Inn Express Hotel Chain 69% 2.7
62 Courtyard by Marriott Hotel Chain 69% 3.4
62 The Hartford Insurance Carrier 69% 3.2
62 Macy's Retailer 69% -3.0
67 AirTran Airways Airline 68% 7.3
67 Fifth Third Bank 68% 3.1
67 American Express Credit Card Issuer 68% 7.6
67 Domino's Fast Food Chain 68% -6.1
67 Piggly Wiggly Grocery Chain 68% -8.3
67 Kaiser Permanente Health Plan 68% 15.5
67 Comfort Inn Hotel Chain 68% 1.6
67 Fidelity Investments Investment Firm 68% 4.8
75 Whirlpool Appliance Maker 67% 4.1
75 Bosch Appliance Maker 67% 4.9
75 BMW Auto Dealer 67% 4.5
75 Toyota Auto Dealer 67% 4.8
75 US Bank Credit Card Issuer 67% 6.8
75 Best Western Hotel Chain 67% 0.6
75 Progressive Insurance Company 67% 1.4
75 Sears Retailer 67% -5.5
75 Best Buy Retailer 67% -5.4
75 Kmart Retailer 67% -5.0
85 SunTrust Bank Bank 66% 1.1
85 Holiday Inn Hotel Chain 66% 0.0
85 Barnes & Noble Retailer 66% -6.5
85 TracFone Wireless Carrier 66% 12.1
89 JetBlue Airlines Airline 65% 3.8
89 Chase Bank 65% -0.5
89 Apple Computer Maker 65% 6.2
89 Chase Credit Card Issuer 65% 4.6
89 Discover Credit Card Issuer 65% 4.6
89 Hilton Hotel Chain 65% -0.6
89 Farmers Insurance Carrier 65% -0.6
89 Nationwide Insurance Carrier 65% -0.1
89 Ameriprise Financial Investment Firm 65% 1.8
89 Edward Jones Investment Firm 65% 2.1
89 Vanguard Investment Firm 65% 2.4
89 A credit union Investment Firm 65% 2.4
89 eBay Retailer 65% -7.2
102 Alaska Airlines Airline 64% 2.8
102 LG Appliance Maker 64% 1.0
102 GE Appliance Maker 64% 1.1
102 Budget Car Rental Agency 64% 3.3
102 Hardees Fast Food Chain 64% -9.9
102 Hyatt Hotel Chain 64% -1.8
102 GEICO Insurance Carrier 64% -2.0
102 Allstate Insurance Carrier 64% -1.8
102 Office Depot Retailer 64% -7.8
111 Samsung Appliance Maker 63% 0.4
111 US Bancorp Bank 63% -2.5
111 Wells Fargo Bank 63% -2.5
111 Hertz Car Rental Agency 63% 2.8
111 AAA Insurance Carrier 63% -2.2
111 Cablevision Internet Service Provider 63% 8.4
117 Toshiba Appliance Maker 62% -1.0
117 Honda Auto Dealer 62% -1.1
117 Citizens Bank 62% -3.1
117 Enterprise Car Rental Agency 62% 1.1
117 Toshiba Computer Maker 62% 3.4
117 Lenovo Computer Maker 62% 3.5
117 ING Direct Investment Firm 62% -1.4
124 Hewlett-Packard Computer Maker 61% 1.9
124 Dish Network/EchoStar TV Service Provider 61% 6.9
124 Bright House Networks TV Service Provider 61% 7.2
124 Verizon Wireless Wireless Carrier 61% 7.0
124 AT&T Wireless Carrier 61% 7.2
129 Regions Bank 60% -5.4
129 Capital One Bank 60% -5.3
129 Super 8 Hotel Chain 60% -6.2
129 Liberty Mutual Insurance Carrier 60% -5.8
129 Sprint Wireless Carrier 60% 6.2
134 Ford Auto Dealer 59% -4.0
134 Sony Computer Maker 59% 0.1
134 Wells Fargo Credit Card Issuer 59% -1.7
134 TriCare Health Plan 59% 5.8
134 MetLife Insurance Carrier 59% -7.0
134 American Family Insurance Carrier 59% -6.3
134 AOL Internet Service Provider 59% 4.2
134 Merrill Lynch Investment Firm 59% -4.0
134 E*TRADE Investment Firm 59% -3.9
134 Virgin Mobile Wireless Carrier 59% 4.8
134 US Cellular Wireless Carrier 59% 5.4
145 Delta/Northwest Airlines Airline 58% -2.7
145 HSBC Bank 58% -7.2
145 Acer Computer Maker 58% -0.8
145 Compaq Computer Maker 58% -0.5
145 Motel 6 Hotel Chain 58% -8.3
145 DirecTV TV Service Provider 58% 4.4
151 Continental Airlines Airline 57% -3.6
151 Avis Car Rental Agency 57% -3.2
151 eMachines Computer Maker 57% -1.8
151 Bank of America Credit Card Issuer 57% -3.7
151 21st Century Insurance Carrier 57% -8.8
151 Travelers Insurance Carrier 57% -8.8
151 Verizon Internet Service Provider 57% 1.9
151 Morgan Stanley Smith Barney Investment Firm 57% -6.0
151 TD Ameritrade Investment Firm 57% -6.0
151 DHL Parcel Delivery Service 57% -15.1
151 RadioShack Retailer 57% -14.8
151 Cox Communication TV Service Provider 57% 3.5
163 Hyundai Auto Dealer 56% -6.9
163 Nissan Auto Dealer 56% -6.8
163 Chrysler Auto Dealer 56% -6.1
163 Dollar Car Rental Agency 56% -4.8
163 HSBC Credit Card Issuer 56% -4.7
163 Medicare Health Plan 56% 3.0
163 Road Runner Internet Service Provider 56% 0.8
163 AT&T Internet Service Provider 56% 0.9
171 United Airlines Airline 55% -6.2
171 Dodge Auto Dealer 55% -7.2
171 Bank of America Bank 55% -10.4
171 Aetna Health Plan 55% 2.1
171 United Healthcare Health Plan 55% 2.2
171 Optimum (iO)/Cablevision TV Service Provider 55% 0.9
171 T-Mobile Wireless Carrier 55% 1.2
178 Kia Auto Dealer 54% -8.3
178 Dell Computer Maker 54% -4.8
178 Gateway Computer Maker 54% -4.7
178 Capital One Credit Card Issuer 54% -6.6
178 Humana Health Plan 54% 0.8
178 Cox Communications Internet Service Provider 54% -1.2
178 Qwest Internet Service Provider 54% -0.7
178 Comcast Internet Service Provider 54% -0.5
178 Wells Fargo Advisors Investment Firm 54% -9.3
187 American Airlines Airline 53% -8.3
187 Citigroup Credit Card Issuer 53% -6.9
187 MSN (Microsoft Network) Internet Service Provider 53% -1.4
190 US Airways Airline 52% -9.1
190 Days Inn Hotel Chain 52% -13.6
190 Comcast TV Service Provider 52% -2.4
193 Citibank Bank 51% -14.4
193 Empire (BCBS) Health Plan 51% -2.0
193 Time Warner Cable TV Service Provider 51% -3.2
193 Verizon TV Service Provider 51% -2.9
193 AT&T TV Service Provider 51% -2.6
198 CIGNA Health Plan 50% -2.5
198 Blue Shield of California Health Plan 50% -2.3
200 Anthem (BCBS) Health Plan 48% -4.4
201 Medicaid Health Plan 46% -6.6
202 Health Net Health Plan 44% -8.5
202 Charter Communications Internet Service Provider 44% -10.5
204 Highmark (BCBS) Health Plan 43% -9.9
205 Charter Communications TV Service Provider 42% -12.0
206 Earthlink Internet Service Provider 41% -13.5

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.