2014 Temkin Customer Service Ratings

Rating	Company	Industry	Temkin Customer Service Ratings (TCSR)	Company TCSR vs Industry TCSR
1	USAA	Banks	81%	22
2	USAA	Insurance Carriers	79%	20
2	Amazon.com	Retailers	79%	20
4	Chick-fil-A	Fast Foods	76%	13
5	Publix	Grocery Chains	74%	9
5	H.E.B.	Grocery Chains	74%	9
5	USAA	Credit Cards	74%	19
8	A credit union	Banks	73%	14
9	Starbucks	Fast Foods	72%	9
10	Costco	Retailers	69%	10
10	QVC	Retailers	69%	10
10	Trader Joe's	Grocery Chains	69%	4
13	Regions	Banks	68%	10
13	Kroger	Grocery Chains	68%	3
13	Sonic Drive-In	Fast Foods	68%	6
13	Subway	Fast Foods	68%	5
13	Dairy Queen	Fast Foods	68%	5
18	Barnes & Noble	Retailers	67%	8
18	BJ's Wholesale Club	Retailers	67%	8
18	TD Bank	Banks	67%	9
18	Edward Jones	Investments	67%	7
18	Nordstrom	Retailers	67%	8
18	State Farm	Insurance Carriers	67%	7
18	Hyundai	Auto Dealers	67%	9
18	Sam's Club	Retailers	67%	8
26	Aldi	Grocery Chains	66%	1
26	Charles Schwab	Investments	66%	5
26	Save-a-Lot	Grocery Chains	66%	1
26	TD Ameritrade	Investments	66%	5
30	Albertsons	Grocery Chains	65%	0
30	Vanguard	Investments	65%	5
30	KFC	Fast Foods	65%	2
30	Apple	Software	65%	12
30	True Value	Retailers	65%	6
35	Burger King	Fast Foods	64%	2
35	U.S. Bank	Banks	64%	6
35	Hy-Vee	Grocery Chains	64%	-1
35	Fidelity Investments	Investments	64%	3
35	Food Lion	Grocery Chains	64%	-1
40	Little Caesar's	Fast Foods	63%	1
40	Whole Foods	Grocery Chains	63%	-2
40	Safeway	Grocery Chains	63%	-2
40	Pizza Hut	Fast Foods	63%	1
40	Bed Bath & Beyond	Retailers	63%	4
40	Stop & Shop	Grocery Chains	63%	-2
40	T.J. Maxx	Retailers	63%	4
40	GEICO	Insurance Carriers	63%	3
40	Advance Auto Parts	Retailers	63%	4
40	Advantage	Rental Cars	63%	13
50	Sony	Software	62%	10
50	Hardees	Fast Foods	62%	0
50	Domino's	Fast Foods	62%	0
50	Courtyard By Marriott	Hotels	62%	13
50	ShopRite	Grocery Chains	62%	-3
50	Apple	Computers	62%	11
50	Piggly Wiggly	Grocery Chains	62%	-4
57	Old Navy	Retailers	61%	3
57	Morgan Stanley Smith Barney	Investments	61%	1
57	Walgreens	Retailers	61%	2
57	A credit union	Investments	61%	1
57	Lowe's	Retailers	61%	2
57	Southwest Airlines	Airlines	61%	11
63	Chevrolet	Auto Dealers	60%	3
63	Wendy's	Fast Foods	60%	-2
63	Family Dollar	Retailers	60%	1
63	American Express	Credit Cards	60%	5
63	Ameriprise Financial	Investments	60%	-1
63	Audi	Auto Dealers	60%	2
63	Rite Aid	Retailers	60%	1
70	Symantec	Software	59%	7
70	Dollar Tree	Retailers	59%	0
70	*ETRADE**	Investments	59%	-1
70	Toyota	Auto Dealers	59%	2
70	American Family	Insurance Carriers	59%	-1
70	Allstate	Insurance Carriers	59%	-1
70	O'Reilly Auto Parts	Retailers	59%	0
77	Marshalls	Retailers	58%	-1
77	Chase	Banks	58%	-1
77	AAA	Insurance Carriers	58%	-2
77	UPS	Parcel Delivery	58%	3
77	PNC	Banks	58%	-1
77	Macy's	Retailers	58%	-1
77	Progressive	Insurance Carriers	58%	-2
77	BMW	Auto Dealers	58%	0
77	Wells Fargo Advisors	Investments	58%	-3
77	The Hartford	Insurance Carriers	58%	-2
87	Wells Fargo	Banks	57%	-1
87	Discover	Credit Cards	57%	3
87	Ford	Auto Dealers	57%	0
87	TriCare	Health Plans	57%	13
87	Jack in the Box	Fast Foods	57%	-5
87	Apple Store	Retailers	57%	-2
87	Chase	Credit Cards	57%	3
87	Best Buy	Retailers	57%	-2
87	Winn-Dixie	Grocery Chains	57%	-8
87	AutoZone	Retailers	57%	-2
87	McDonalds	Fast Foods	57%	-6
87	JCPenney	Retailers	57%	-2
87	Alamo	Rental Cars	57%	7
100	Dollar General	Retailers	56%	-2
100	Capital One	Credit Cards	56%	2
100	Taco Bell	Fast Foods	56%	-6
100	FedEx	Parcel Delivery	56%	0
100	Holiday Inn	Hotels	56%	6
105	eBay	Retailers	55%	-3
105	Gap	Retailers	55%	-4
105	CVS	Retailers	55%	-4
105	Giant Eagle	Grocery Chains	55%	-10
105	Cadillac	Auto Dealers	55%	-2
105	Toys 'R' Us	Retailers	55%	-4
105	Liberty Mutual	Insurance Carriers	55%	-5
105	ING Direct	Investments	55%	-6
105	Electrolux	Major Appliances	55%	4
105	Kaiser Permanente	Health Plans	55%	10
115	PetSmart	Retailers	54%	-4
115	U.S. Bank	Credit Cards	54%	0
115	US Postal Service	Parcel Delivery	54%	-1
115	Honda	Auto Dealers	54%	-3
115	JetBlue Airlines	Airlines	54%	5
115	Alaska Airlines	Airlines	54%	5
115	Humana	Health Plans	54%	10
115	Foot Locker	Retailers	54%	-5
115	Arby's	Fast Foods	54%	-9
115	Wells Fargo	Credit Cards	54%	-1
125	Farmers	Insurance Carriers	53%	-6
125	Capital One	Banks	53%	-5
125	Sears	Retailers	53%	-6
125	Activision	Software	53%	1
125	21st Century	Insurance Carriers	53%	-7
125	Google	Software	53%	0
125	Dunkin' Donuts	Fast Foods	53%	-10
125	OfficeMax	Retailers	53%	-6
125	Samsung	Major Appliances	53%	2
134	Marriott	Hotels	52%	3
134	Ace Hardware	Retailers	52%	-7
134	Bank of America	Credit Cards	52%	-2
134	LG	Major Appliances	52%	2
134	Wal-Mart	Retailers	52%	-7
134	Home Depot	Retailers	52%	-7
134	Office Depot	Retailers	52%	-7
134	Barclaycard	Credit Cards	52%	-3
134	Bright House	TV Service	52%	18
134	Target	Retailers	52%	-7
134	Kohl's	Retailers	52%	-7
134	Hewlett-Packard	Computers	52%	1
146	Whirlpool	Major Appliances	51%	1
146	Merrill Lynch	Investments	51%	-9
146	Hilton	Hotels	51%	2
146	Scottrade	Investments	51%	-10
146	Kmart	Retailers	51%	-8
146	Gateway	Computers	51%	0
146	Toshiba	Major Appliances	51%	0
146	Nissan	Auto Dealers	51%	-7
154	AOL	Internet Service	50%	15
154	Dodge	Auto Dealers	50%	-7
154	Delta Airlines	Airlines	50%	1
154	Acer	Computers	50%	0
154	Hertz	Rental Cars	50%	0
159	Citibank	Banks	49%	-9
159	Travelers	Insurance Carriers	49%	-10
159	Microsoft	Software	49%	-3
159	Toshiba	Computers	49%	-1
159	Nationwide	Insurance Carriers	49%	-11
159	GameStop	Retailers	49%	-10
159	National	Rental Cars	49%	-1
159	Enterprise	Rental Cars	49%	-1
167	AirTran Airways	Airlines	48%	-1
167	Medicare	Health Plans	48%	4
167	Fujitsu	Major Appliances	48%	-2
167	Blackboard	Software	48%	-5
167	Blue Shield of California	Health Plans	48%	4
167	American Airlines	Airlines	48%	-2
173	Bank of America	Banks	47%	-11
173	TracFone	Wireless Carriers	47%	4
173	Budget	Rental Cars	47%	-3
173	Staples	Retailers	47%	-12
173	Dollar	Rental Cars	47%	-3
173	7-Eleven	Retailers	47%	-12
173	Intuit	Software	47%	-6
180	Cox Communications	Internet Service	46%	12
180	Sony	Computers	46%	-4
180	McAfee	Software	46%	-7
180	Citigroup	Credit Cards	46%	-9
180	Hyatt	Hotels	46%	-3
180	Bosch	Major Appliances	46%	-4
180	MetLife	Insurance Carriers	46%	-14
180	Dell	Computers	46%	-5
188	Verizon Wireless	Wireless Carriers	45%	2
188	T-Mobile	Wireless Carriers	45%	2
188	RadioShack	Retailers	45%	-14
188	United Healthcare	Health Plans	45%	0
192	Cox Communications	TV Service	44%	10
192	eMachines	Computers	44%	-6
192	Hampton Inn	Hotels	44%	-5
192	Ross	Retailers	44%	-15
196	United Airlines	Airlines	43%	-6
196	Adobe	Software	43%	-9
196	Avis	Rental Cars	43%	-6
196	Lenovo	Computers	43%	-7
196	MetroPCS	Wireless Carriers	43%	0
196	AT&T;	Wireless Carriers	43%	-1
196	Health Net	Health Plans	43%	-2
203	GE	Major Appliances	42%	-8
204	Kia	Auto Dealers	41%	-16
204	Virgin Mobile	Wireless Carriers	41%	-2
204	Optimum (iO)/Cablevision	TV Service	41%	7
204	Dish Network	TV Service	41%	6
208	Fifth Third	Banks	40%	-18
208	Aetna	Health Plans	40%	-4
208	DirecTV	TV Service	40%	6
208	CIGNA	Health Plans	40%	-5
212	AT&T;	Internet Service	39%	5
212	Medicaid	Health Plans	39%	-5
212	Anthem (BCBS)	Health Plans	39%	-5
212	Compaq	Computers	39%	-11
216	Charter Communications	Internet Service	38%	4
216	AT&T;	TV Service	38%	4
216	Empire (BCBS)	Health Plans	38%	-6
216	Verizon	TV Service	38%	3
216	Sprint	Wireless Carriers	38%	-6
221	CareFirst (BCBS)	Health Plans	37%	-8
221	Cablevision	Internet Service	37%	2
223	Qwest	Internet Service	36%	2
223	US Airways	Airlines	36%	-13
225	HSBC	Credit Cards	35%	-20
226	Verizon	Internet Service	34%	0
227	Time Warner	Internet Service	33%	-2
228	Charter Communications	TV Service	31%	-3
229	Coventry Health Care	Health Plans	29%	-15
230	Time Warner Cable	TV Service	28%	-6
231	Highmark (BCBS)	Health Plans	26%	-18
232	Comcast	TV Service	22%	-12
232	Comcast	Internet Service	22%	-12

See the 2013 Ratings

Calculating the Temkin Customer Service Ratings

The Temkin Customer Service Ratings are based on feedback gathered from consumers regarding companies they've recently interacted with. We asked consumers to rate how satisfied they are with with recent customer service experiences on a 7-point scale, from (1) Very dissatisfied to (7) Very satisfied. 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. For more information, see the Temkin Customer Service Ratings Overview.

Purchase Data

For only $295, you can download an Excel workbook with the underlying data from the 2014 Temkin Customer Service Ratings in addition to the changes from 2013.

The dataset also includes average industry ratings across six age groups of consumers.

For more information, see the Temkin Customer Service Ratings Overview.