2013 Temkin Forgiveness Ratings 2013


Rank Company Industry Temkin Forgiveness Ratings (TFR) Company TFR vs Industry TFR
1AdvantageRental car agency61%26.4
2USAABank60%35.9
3USAAInsurance carrier58%28.0
4USAACredit card issuer53%30.9
5H.E.B.Grocery chain51%12.6
6BlackboardSoftware firm50%17.0
7AldiGrocery chain48%9.8
7Alaska AirlinesAirline48%17.8
9A credit unionBank47%23.6
9PublixGrocery chain47%8.4
11Amazon.comRetailer46%12.8
11Ameriprise FinancialInvestment firm46%14.3
11Sam's ClubRetailer46%12.0
11Trader Joe'sGrocery chain46%7.0
15ScottradeInvestment firm45%13.3
15QVCRetailer45%11.2
15ElectroluxAppliance maker45%11.3
18Courtyard By MarriottHotel chain44%9.0
18Chick-fil-AFast food chain44%12.9
18TriCareHealth plan44%22.4
18JetBlue AirlinesAirline44%13.6
18BMWAuto dealer44%8.4
23AirTran AirwaysAirline43%12.9
23HiltonHotel chain43%7.2
25ActivisionSoftware firm42%8.5
26AppleComputer maker41%8.7
26NordstromRetailer41%7.8
26KrogerGrocery chain41%2.9
26ToyotaAuto dealer41%6.2
26Dairy QueenFast food chain41%9.7
26TargetRetailer41%7.5
26Fairfield InnHotel chain41%5.7
26Hy-VeeGrocery chain41%2.0
34AvisRental car agency40%5.5
34Holiday InnHotel chain40%4.9
34HyattHotel chain40%4.8
34DodgeAuto dealer40%4.8
34Charles SchwabInvestment firm40%7.7
39Apple (for software)Software firm39%5.8
39Save-a-LotGrocery chain39%0.5
39MarriottHotel chain39%3.5
39Crowne PlazaHotel chain39%3.3
39Little Caesar'sFast food chain39%7.2
44CostcoRetailer38%4.8
44Dollar TreeRetailer38%4.6
44Whole FoodsGrocery chain38%-0.4
44StarbucksFast food chain38%6.2
44GameStopRetailer38%3.9
44Ace HardwareRetailer38%3.8
44Comfort InnHotel chain38%2.1
51Continental AirlinesAirline37%7.2
51GoogleSoftware firm37%4.2
51Toys 'R' UsRetailer37%3.7
51SonySoftware firm37%3.9
51SamsungAppliance maker37%3.7
51Dollar GeneralRetailer37%3.4
51Quality InnHotel chain37%1.5
51WalgreensRetailer37%3.3
51Southwest AirlinesAirline37%6.7
51ShopRiteGrocery chain37%-1.7
51SonyComputer maker37%3.8
51La QuintaHotel chain37%1.1
63AAAInsurance carrier36%6.8
63Winn-DixieGrocery chain36%-2.2
63Dunkin' DonutsFast food chain36%4.8
63Rite AidRetailer36%2.1
63U.S. Postal ServiceParcel delivery service36%1.6
63AlamoRental car agency36%0.6
63DollarRental car agency36%0.6
63Piggly WigglyGrocery chain36%-3.0
71State FarmInsurance carrier35%5.9
71Old NavyRetailer35%1.7
71Giant EagleGrocery chain35%-3.3
71Bed Bath & BeyondRetailer35%1.4
71HondaAuto dealer35%-0.2
71Barnes & NobleRetailer35%1.3
71RossRetailer35%1.3
71MicrosoftSoftware firm35%1.5
71BoschAppliance maker35%1.4
71ChevroletAuto dealer35%-0.5
71Lowe'sRetailer35%0.9
71A credit unionInvestment firm35%2.5
71O'Reilly Auto PartsRetailer35%0.9
84AcerComputer maker34%1.6
84SubwayFast food chain34%2.7
84FordAuto dealer34%-1.1
84UPSParcel delivery service34%0.0
84eBayRetailer34%0.3
84StaplesRetailer34%0.2
84EnterpriseRental car agency34%-1.2
84Sonic Drive-InFast food chain34%2.3
84AdobeSoftware firm34%0.4
84AutoZoneRetailer34%0.0
94Kohl'sRetailer33%-0.3
94True ValueRetailer33%-0.6
94CVSRetailer33%-0.6
94FedExParcel delivery service33%-1.1
94Stop & ShopGrocery chain33%-5.6
94Family DollarRetailer33%-0.9
94Coventry Health CareHealth plan33%10.8
94ToshibaAppliance maker33%-0.6
94MarshallsRetailer33%-1.0
94AlbertsonsGrocery chain33%-6.0
104GapRetailer32%-1.3
104MedicaidHealth plan32%10.4
104VanguardInvestment firm32%0.2
104Holiday Inn ExpressHotel chain32%-3.2
104American ExpressCredit card issuer32%10.0
104BJ's Wholesale ClubRetailer32%-1.7
104Morgan Stanley Smith BarneyInvestment firm32%-0.3
104Wendy'sFast food chain32%0.2
104Hampton InnHotel chain32%-3.9
113Edward JonesInvestment firm31%-0.7
113MetLifeInsurance carrier31%1.6
113Wells Fargo AdvisorsInvestment firm31%-0.9
113QuiznosFast food chain31%-0.3
113eMachinesComputer maker31%-1.7
113PetSmartRetailer31%-2.8
113Merrill LynchInvestment firm31%-1.2
113WhirlpoolAppliance maker31%-2.6
113GatewayComputer maker31%-2.1
122Days InnHotel chain30%-4.9
122Hewlett-PackardComputer maker30%-2.3
122ChryslerAuto dealer30%-4.8
122JCPenneyRetailer30%-3.3
122AOLInternet service provider30%12.9
122SafewayGrocery chain30%-8.3
122HardeesFast food chain30%-1.3
122IntuitSoftware firm30%-3.2
122CompaqComputer maker30%-3.0
122MetroPCSWireless carrier30%10.4
122LGAppliance maker30%-3.6
122EarthLinkInternet service provider30%12.2
122DellComputer maker30%-3.1
135Jack in the BoxFast food chain29%-2.0
135American FamilyInsurance carrier29%-0.2
135ToshibaComputer maker29%-3.5
135Pizza HutFast food chain29%-2.5
135LenovoComputer maker29%-3.8
135Home DepotRetailer29%-4.9
135Burger KingFast food chain29%-2.9
135MSNInternet service provider29%11.1
135Office DepotRetailer29%-5.1
144TracFoneWireless carrier28%9.1
144T.J. MaxxRetailer28%-5.4
144NationwideInsurance carrier28%-1.5
144Arby'sFast food chain28%-3.8
144E*TRADEInvestment firm28%-4.5
144The HartfordInsurance carrier28%-2.1
144RegionsBank28%3.7
144Best WesternHotel chain28%-7.9
152Wal-MartRetailer27%-6.2
152SearsRetailer27%-6.2
152Empire (BCBS)Health plan27%5.3
152Advance Auto PartsRetailer27%-6.5
1527-ElevenRetailer27%-6.5
152BudgetRental car agency27%-7.8
152U.S. BankBank27%3.2
152MedicareHealth plan27%4.9
152Food LionGrocery chain27%-11.8
152Fidelity InvestmentsInvestment firm27%-5.4
152Kaiser PermanenteHealth plan27%4.6
163Macy'sRetailer26%-7.2
163U.S. BankCredit card issuer26%4.4
163AllstateInsurance carrier26%-3.2
163Taco BellFast food chain26%-5.5
163FarmersInsurance carrier26%-3.6
163GEICOInsurance carrier26%-3.7
163Delta/Northwest AirlinesAirline26%-4.4
163DiscoverCredit card issuer26%3.5
171Blue Shield of CaliforniaHealth plan25%3.3
171HyundaiAuto dealer25%-10.0
171SunTrust BankBank25%1.2
171NissanAuto dealer25%-10.6
175OfficeMaxRetailer24%-9.4
175American AirlinesAirline24%-6.2
175McDonaldsFast food chain24%-7.5
175ING DirectInvestment firm24%-8.3
175GEAppliance maker24%-9.7
175KmartRetailer24%-10.1
181Apple StoreRetailer23%-10.2
181PNCBank23%-0.4
181Domino'sFast food chain23%-8.2
181SymantecSoftware firm23%-10.3
181Wells FargoCredit card issuer23%0.8
181CareFirst (BCBS)Health plan23%0.7
181CablevisionInternet service provider23%5.1
188Virgin MobileWireless carrier22%3.2
188TD AmeritradeInvestment firm22%-9.8
188Highmark (BCBS)Health plan22%-0.2
188ProgressiveInsurance carrier22%-7.9
188KFCFast food chain22%-9.8
193CitizensBank21%-2.8
193Bank of AmericaCredit card issuer21%-1.1
193Best BuyRetailer21%-12.8
193ChaseBank21%-2.9
197RadioShackRetailer20%-13.2
197Capital OneCredit card issuer20%-2.1
197ChaseCredit card issuer20%-2.2
197United AirlinesAirline20%-10.4
201Health NetHealth plan19%-2.6
201Road RunnerInternet service provider19%1.9
201TD BankBank19%-4.7
201Verizon WirelessWireless carrier19%-0.6
201US CellularWireless carrier19%-0.7
201SprintWireless carrier19%-0.7
207Fifth ThirdBank18%-5.3
207AT&TInternet service provider18%0.9
207TravelersInsurance carrier18%-11.4
207HertzRental car agency18%-16.8
207AT&TWireless carrier18%-1.3
21221st CenturyInsurance carrier17%-12.2
212KiaAuto dealer17%-17.8
212DirecTVTV service provider17%5.1
212Capital OneBank17%-6.5
212Dish Network/EchoStarTV service provider17%5.0
212Charter CommunicationsInternet service provider17%-0.5
212AT&TTV service provider17%4.7
212Wells FargoBank17%-6.9
212ING DirectBank17%-7.0
212Motel 6Hotel chain17%-18.7
222QwestInternet service provider16%-1.3
222Liberty MutualInsurance carrier16%-13.5
222VerizonInternet service provider16%-1.4
222HumanaHealth plan16%-6.3
226McAfeeSoftware firm15%-18.1
226Bright House NetworksTV service provider15%2.9
226CitigroupCredit card issuer15%-7.1
226United HealthcareHealth plan15%-7.2
226Bank of AmericaBank15%-9.2
231AetnaHealth plan14%-7.5
231T-MobileWireless carrier14%-5.1
231Anthem (BCBS)Health plan14%-8.4
234CIGNAHealth plan13%-8.6
234Optimum (iO)/CablevisionTV service provider13%0.6
236CitibankBank12%-12.0
237Cox CommunicationsInternet service provider11%-6.0
237ComcastInternet service provider11%-6.3
237Charter CommunicationsTV service provider11%-1.6
240US AirwaysAirline10%-19.8
240VerizonTV service provider10%-2.6
242ComcastTV service provider9%-3.1
243Time Warner CableTV service provider7%-5.6
244Cox CommunicationsTV service provider6%-6.7
245HSBCBank1%-22.7
246HSBCCredit card issuer-1%-22.7

Calculating the Temkin Forgiveness Ratings

The Temkin Forgiveness Ratings are based on consumer feedback on companies with which our survey respondents have recently interacted. We asked consumers how likely they would be to forgive the companies if those firms made a mistake. For more information, see the Temkin Forgiveness Ratings Overview.