2011 Temkin Forgiveness Ratings


Rank Company Industry Temkin Forgiveness Ratings (TFR) Company TFR vs Industry TFR
1 USAA Insurance Company 38% 25
2 Costco Retailer 37% 8
3 Amazon.com Retailer 37% 8
4 TriCare Health Plan 36% 25
5 USAA Credit Card Issuer 36% 33
6 Sam's Club Retailer 34% 5
7 Target Retailer 33% 4
8 Walgreens Retailer 32% 3
9 Southwest Airlines Airline 32% 13
9 Lowe's Retailer 32% 3
11 Hyatt Hotel 31% 9
12 BJ's Wholesale Club Retailer 31% 2
13 Kohl's Retailer 31% 2
14 Hampton Inn Hotel 30% 8
15 CVS Retailer 30% 1
16 Marriott Hotel 29% 6
17 Wal-Mart Retailer 29% 0
18 Home Depot Retailer 29% 0
19 Courtyard by Marriott Hotel 28% 6
20 JCPenny Retailer 28% -1
21 Macy's Retailer 28% -1
21 Barnes & Noble Retailer 28% -1
23 USAA Bank 26% 17
24 Sears Retailer 26% -3
25 Holiday Inn Express Hotel 26% 3
26 eBay Retailer 26% -3
27 Regions Bank 25% 16
28 Jet Blue Airlines Airline 25% 6
29 Old Navy Retailer 25% -4
30 MSN Internet Service Provider 25% 16
31 Apple Personal Computer Maker 24% 8
32 Toys 'R' Us Retailer 24% -5
33 Best Buy Retailer 23% -6
34 Hilton Hotel 23% 1
35 Rite Aid Retailer 22% -7
36 Medicaid Health Plan 22% 11
37 Staples Retailer 22% -7
38 Medicare Health Plan 22% 11
39 Vanguard Investment Firm 22% 6
40 AAA Insurance Company 21% 8
41 Edward Jones Investment Firm 21% 6
42 A credit union Bank 21% 12
43 A credit union Investment Firm 20% 5
44 Borders Retailer 20% -9
45 AirTran Airways Airline 20% 1
45 Sheraton Hotel 20% -3
47 Office Depot Retailer 19% -10
48 Comfort Inn Hotel 19% -3
49 Kmart Retailer 19% -10
50 Continental Airlines Airlines 19% 0
50 Holiday Inn Hotel 19% -4
52 Motel 6 Hotel 18% -4
53 The Hartford Insurance Company 18% 5
54 21st Century Insurance Company 18% 4
55 Office Max Retailer 18% -11
56 Kaiser Permanente Health Plan 18% 7
57 Days Inn Hotel 17% -6
58 Fidelity Investments Investment Firm 17% 1
59 Sony Personal Computer Maker 17% 0
60 Compaq Personal Computer Maker 16% 0
61 Hewlett-Packard Personal Computer Maker 16% 0
62 Sprint Wireless Carriers 16% 3
63 ING Direct Investment Firm 16% 1
64 Dell Personal Computer Maker 16% -1
65 Toshiba Personal Computer Maker 16% -1
66 SunTrust Bank Bank 16% 7
67 Acer Personal Computer Maker 16% -1
68 Travelers Insurance Company 15% 2
69 TracFone Wireless Carriers 15% 2
70 T-Mobile Wireless Carriers 15% 2
71 American Family Insurance Company 15% 2
72 Fifth Third Bank 15% 6
73 COX Communications Internet Service Provider 15% 6
74 AOL Internet Service Provider 14% 6
75 Charles Schwab Investment Firm 14% -1
76 American Airlines Airlines 14% -5
76 Wells Fargo Advisors Investment Firm 14% -2
78 eMachines Personal Computer Maker 13% -3
79 Citizens Bank 13% 4
80 PNC Bank 13% 4
81 Liberty Mutual Insurance Company 13% -1
82 State Farm Insurance Company 13% -1
83 E*TRADE Investment Firm 13% -3
84 Gap Retailer 12% -17
85 GEICO Insurance Company 12% -1
86 Gateway Personal Computer Maker 12% -5
87 Merrill Lynch Investment Firm 12% -3
88 Road Runner Internet Service Provider 12% 3
89 American Express Credit Card Issuer 11% 8
90 Verizon Wireless Wireless Carriers 11% -2
91 AT&T Wireless Carriers 11% -2
92 AT&T Internet Service Provider 11% 3
93 United Airlines Airline 11% -8
93 Best Western Hotel 11% -12
95 US Airways Airline 11% -8
96 Progressive Insurance Company 10% -3
97 Cablevision Internet Service Provider 10% 2
98 ING Direct Bank 10% 1
99 DirecTV TV Service Provider 10% 6
100 Morgan Stanley Smith Barney Investment Firm 10% -6
101 Nationwide Insurance Company 9% -4
102 Delta/Northwest Airlines Airline 9% 4
103 Humana Health Plan 9% -2
104 Wells Fargo Credit Card Issuer 9% 5
105 Allstate Insurance Company 9% -5
106 Virgin Mobile Wireless Carriers 9% -4
107 Bright House TV Service Provider 8% 5
108 Cox Communication TV Service Provider 8% 5
109 Bank of America Bank 8% -1
110 AT&T TV Service Provider 8% 5
111 US Bancorp Bank 7% -2
112 TD Bank Bank 7% -2
112 Radioshack Retailer 7% -22
114 Wells Fargo/ Wachovia Bank Bank 7% -2
115 Blue Shield of California Health Plan 7% -4
116 MetLife Insurance Company 6% -8
117 Qwest Internet Service Provider 6% -2
118 Lenovo Personal Computer Maker 6% -11
119 Optimum (iO)/Cablevision TV Service Provider 6% 2
120 United Healthcare Health Plan 5% -6
121 Aetna Health Plan 5% -7
122 Capital One Bank 4% -5
123 Chase Bank 4% -5
124 Chase Credit Card Issuer 3% 0
125 TD Ameritrade Investment Firm 3% -13
125 Dish Network/ Echostar TV Service Provider 2% -1
127 Time Warner Cable TV Service Provider 2% -1
128 Citibank Bank 2% -7
129 Super 8 Hotel 2% -21
130 Discover Credit Card Issuer 1% -2
131 Capital One Credit Card Issuer 1% -3
132 Bank of America Credit Card Issuer 0% -3
133 Comcast Internet Service Provider 0% -8
134 Citigroup Credit Card Issuer 0% -3
135 US Bank Credit Card Issuer -1% -4
136 Farmers'' Insurance Company -1% -15
137 Comcast TV Service Provider -1% -4
138 HSBC Credit Card Issuer -1% -5
139 Anthem (BCBS) Health Plan -3% -14
140 CIGNA Health Plan -3% -14
141 HSBC Bank -7% -16
142 Charter Communications Internet Service Provider -8% -16
143 Charter Communications TV Service Provider -11% -14

Calculating the Temkin Forgiveness Ratings

The Temkin Forgiveness Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers how likely they are to forgive these companies if they deliver a bad experience on a 7-point scale from (1) extremely unlikely to (7) extremely likely. 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 forgiveness” rating for each of the three elements. For more information, see the Temkin Forgiveness 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 Forgiveness Rating Overview.

Complete Dataset ($995)

     

  • Includes company-specific data on the Temkin Forgiveness 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.

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  • 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

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Industry Segments ($195/industry)