2011 Temkin Loyalty Ratings


Rank Company Industry Temkin Loyalty Rating (TLR) Company TLR vs Industry TLR
1 Amazon.com Retailer 68% 11
2 Kohl's Retailer 66% 9
3 Costco Retailer 64% 6
4 Lowe's Retailer 63% 6
4 Sam's Club Retailer 63% 6
6 USAA Insurance Company 62% 27
7 BJ's Wholesale Club Retailer 62% 5
8 Target Retailer 62% 4
9 JCPenney Retailer 60% 3
10 Walgreens Retailer 58% 1
11 eBay Retailer 58% 0
12 Old Navy Retailer 57% 0
12 Home Depot Retailer 57% 0
14 Wal-Mart Retailer 56% -2
15 Macy's Retailer 55% -2
16 Rite Aid Retailer 55% -3
17 CVS Retailer 54% -3
17 Barnes & Noble Retailer 54% -3
19 Southwest Airlines Airline 54% 14
20 Vanguard Investment Firm 53% 12
21 TriCare Health Plan 52% 22
22 Hyatt Hotel 51% 10
23 Staples Retailer 51% -6
24 Marriott Hotel 51% 9
25 Hampton Inn Hotel 50% 9
26 Borders Retailer 50% -8
27 Sears Retailer 50% -8
28 Fidelity Investments Investment Firm 49% 8
29 Holiday Inn Express Hotel 49% 7
30 Edward Jones Investment Firm 48% 7
31 Office Depot Retailer 48% -9
31 OfficeMax Retailer 48% -9
33 Best Buy Retailer 48% -9
34 Toys 'R' Us Retailer 48% -10
35 Courtyard By Marriott Hotel 46% 5
36 Kmart Retailer 46% -11
36 USAA Credit Card Issuer 46% 17
38 A credit union Investment Firm 46% 5
39 Hilton Hotel 45% 4
40 JetBlue Airlines Airline 45% 6
41 Medicare Health Plan 44% 13
42 Sheraton Hotel 44% 2
43 ING Direct Investment Firm 44% 2
35 Courtyard By Marriott Hotel 46% 5
44 State Farm Insurance Company 44% 8
45 A credit union Bank 43% 14
46 AirTran Airways Airline 43% 4
47 Regions Bank 42% 13
48 American Family Insurance Company 42% 7
49 TracFone Wireless Carriers 41% 7
50 Gap Retailer 41% -17
51 Apple Personal Computer Maker 40% 7
52 American Express Credit Card Issuer 40% 11
53 Verizon Wireless Wireless Carriers 39% 5
54 USAA Bank 39% 10
55 TD Ameritrade Investment Firm 39% -3
56 Continental Airlines Airline 38% -1
57 Kaiser Permanente Health Plan 37% 7
58 Hewlett-Packard Personal Computer Maker 37% 3
59 Best Western Hotel 37% -5
60 AAA Insurance Company 36% 1
61 Charles Schwab Investment Firm 36% -6
62 Discover Credit Card Issuer 36% 6
63 Morgan Stanley Smith Barney Investment Firm 35% -6
64 Medicaid Health Plan 35% 5
65 Holiday Inn Hotel 35% -7
66 Comfort Inn Hotel 35% -7
67 Travelers Insurance Company 34% -1
68 Liberty Mutual Insurance Company 34% -1
69 Dell Personal Computer Maker 34% 0
70 Wells Fargo Advisors Investment Firm 33% -8
70 TD Bank Bank 33% 4
72 Sprint Wireless Carriers 33% -1
73 United Airlines Airline 33% -6
74 Cox Internet Service Provider 33% 9
74 MetLife Insurance Company 33% -2
76 ING Direct Bank 33% 4
77 Acer Personal Computer Maker 33% -1
78 SunTrust Bank Bank 32% 3
78 Progressive Insurance Company 32% -3
80 Wells Fargo Credit Card Issuer 32% 3
80 The Hartford Insurance Company 32% -3
82 RadioShack Retailer 32% -25
83 Toshiba Personal Computer Maker 32% -2
84 Virgin Mobile Wireless Carriers 32% -2
85 MSN (Microsoft Network) Internet Service Provider 32% 7
86 Geico Insurance Company 32% -3
87 Delta/Northwest Airlines Airline 32% -8
88 eMachines Personal Computer Maker 32% -2
88 American Airlines Airline 32% -8
90 Days Inn Hotel 31% -10
91 T-Mobile Wireless Carriers 31% -3
92 United Healthcare Health Plan 30% 0
93 Wells Fargo/Wachovia Bank Bank 30% 1
93 Motel 6 Hotel 30% -11
93 Sony Personal Computer Maker 30% -4
96 AT&T Wireless Carriers 30% -4
97 PNC Bank 29% 0
98 E*TRADE Investment Firm 29% -12
99 Allstate Insurance Company 29% -6
100 Chase Credit Card Issuer 29% -1
101 Humana Health Plan 28% -2
102 Road Runner Internet Service Provider 28% 4
103 Compaq Personal Computer Maker 28% -5
104 DirecTV TV Service Provider 28% 7
105 Nationwide Insurance Company 28% -8
106 Chase Bank 27% -2
106 AT&T Internet Service Provider 27% 3
108 Merrill Lynch Investment Firm 27% -14
109 Bank of America Bank 27% -2
110 Fifth Third Bank 26% -3
110 Capital One Credit Card Issuer 26% -3
110 Citigroup Credit Card Issuer 26% -3
113 US Airways Airline 25% -14
113 Citizens Bank 25% -4
115 Bright House TV Service Provider 25% 4
115 Dish Network/Echostar TV Service Provider 25% 4
115 Super 8 Hotel 25% -17
118 Bank of America Credit Card Issuer 25% -4
118 AOL Internet Service Provider 25% 0
120 Cox Communication TV Service Provider 24% 3
121 Farmers' Insurance Company 24% -11
122 Aetna Health Plan 23% -7
123 Optimum(iO)/Cablevision TV Service Provider 23% 2
124 Cablevision Internet Service Provider 23% -2
125 Gateway Personal Computer Maker 23% -11
126 AT&T TV Service Provider 22% 1
127 Capital One Bank 22% -8
128 Lenovo Personal Computer Maker 22% -12
129 Anthem(BCBS) Health Plan 21% -9
129 Qwest Internet Service Provider 21% -3
131 US Bancorp Bank 21% -9
132 CIGNA Health Plan 20% -10
133 US Bank Credit Card Issuer 20% -9
134 21st Century Insurance Company 20% -15
135 Citibank Bank 20% -9
136 HSBC(including Orchard Bank) Credit Card Issuer 20% -10
137 Charter Communications Internet Service Provider 19% -6
138 Comcast Internet Service Provider 19% -6
139 Time Warner Cable TV Service Provider 18% -3
140 Blue Shield of California Health Plan 17% -13
141 HSBC Bank 17% -12
142 Charter Communications TV Service Provider 15% -6
143 Comcast TV Service Provider 15% -6

Calculating the Temkin Loyalty Ratings

The Temkin Loyalty Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three elements of their loyalty -- willingness to buy more, reluctance to switch business away, and likelihood to recommend -- on a 7-point scale. For each element, 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 loyalty” rating for each of the three elements. The overall Temkin Loyalty Rating is an average of the three “net loyalty” percentages. For more information, see the Temkin Loyalty 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 Loyalty Rating Overview.

Complete Dataset ($2,795)

  • Includes company-specific data on the three loyalty elements that drive the Temkin Loyalty 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

Company Ratings ($395)

  • Includes company-specific data on the three components that drive the Temkin Loyalty 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.
  •  

  • Also includes comparison of all three components with industry averages.Purchase

Industry Segments ($395/industry)