2014 Temkin Customer Service Ratings


Rating Company Industry Temkin Customer Service Ratings (TCSR) Company TCSR vs Industry TCSR
1USAABanks81%22
2USAAInsurance Carriers79%20
2Amazon.comRetailers79%20
4Chick-fil-AFast Foods76%13
5PublixGrocery Chains74%9
5H.E.B.Grocery Chains74%9
5USAACredit Cards74%19
8A credit unionBanks73%14
9StarbucksFast Foods72%9
10CostcoRetailers69%10
10QVCRetailers69%10
10Trader Joe'sGrocery Chains69%4
13RegionsBanks68%10
13KrogerGrocery Chains68%3
13Sonic Drive-InFast Foods68%6
13SubwayFast Foods68%5
13Dairy QueenFast Foods68%5
18Barnes & NobleRetailers67%8
18BJ's Wholesale ClubRetailers67%8
18TD BankBanks67%9
18Edward JonesInvestments67%7
18NordstromRetailers67%8
18State FarmInsurance Carriers67%7
18HyundaiAuto Dealers67%9
18Sam's ClubRetailers67%8
26AldiGrocery Chains66%1
26Charles SchwabInvestments66%5
26Save-a-LotGrocery Chains66%1
26TD AmeritradeInvestments66%5
30AlbertsonsGrocery Chains65%0
30VanguardInvestments65%5
30KFCFast Foods65%2
30AppleSoftware65%12
30True ValueRetailers65%6
35Burger KingFast Foods64%2
35U.S. BankBanks64%6
35Hy-VeeGrocery Chains64%-1
35Fidelity InvestmentsInvestments64%3
35Food LionGrocery Chains64%-1
40Little Caesar'sFast Foods63%1
40Whole FoodsGrocery Chains63%-2
40SafewayGrocery Chains63%-2
40Pizza HutFast Foods63%1
40Bed Bath & BeyondRetailers63%4
40Stop & ShopGrocery Chains63%-2
40T.J. MaxxRetailers63%4
40GEICOInsurance Carriers63%3
40Advance Auto PartsRetailers63%4
40AdvantageRental Cars63%13
50SonySoftware62%10
50HardeesFast Foods62%0
50Domino'sFast Foods62%0
50Courtyard By MarriottHotels62%13
50ShopRiteGrocery Chains62%-3
50AppleComputers62%11
50Piggly WigglyGrocery Chains62%-4
57Old NavyRetailers61%3
57Morgan Stanley Smith BarneyInvestments61%1
57WalgreensRetailers61%2
57A credit unionInvestments61%1
57Lowe'sRetailers61%2
57Southwest AirlinesAirlines61%11
63ChevroletAuto Dealers60%3
63Wendy'sFast Foods60%-2
63Family DollarRetailers60%1
63American ExpressCredit Cards60%5
63Ameriprise FinancialInvestments60%-1
63AudiAuto Dealers60%2
63Rite AidRetailers60%1
70SymantecSoftware59%7
70Dollar TreeRetailers59%0
70E*TRADEInvestments59%-1
70ToyotaAuto Dealers59%2
70American FamilyInsurance Carriers59%-1
70AllstateInsurance Carriers59%-1
70O'Reilly Auto PartsRetailers59%0
77MarshallsRetailers58%-1
77ChaseBanks58%-1
77AAAInsurance Carriers58%-2
77UPSParcel Delivery58%3
77PNCBanks58%-1
77Macy'sRetailers58%-1
77ProgressiveInsurance Carriers58%-2
77BMWAuto Dealers58%0
77Wells Fargo AdvisorsInvestments58%-3
77The HartfordInsurance Carriers58%-2
87Wells FargoBanks57%-1
87DiscoverCredit Cards57%3
87FordAuto Dealers57%0
87TriCareHealth Plans57%13
87Jack in the BoxFast Foods57%-5
87Apple StoreRetailers57%-2
87ChaseCredit Cards57%3
87Best BuyRetailers57%-2
87Winn-DixieGrocery Chains57%-8
87AutoZoneRetailers57%-2
87McDonaldsFast Foods57%-6
87JCPenneyRetailers57%-2
87AlamoRental Cars57%7
100Dollar GeneralRetailers56%-2
100Capital OneCredit Cards56%2
100Taco BellFast Foods56%-6
100FedExParcel Delivery56%0
100Holiday InnHotels56%6
105eBayRetailers55%-3
105GapRetailers55%-4
105CVSRetailers55%-4
105Giant EagleGrocery Chains55%-10
105CadillacAuto Dealers55%-2
105Toys 'R' UsRetailers55%-4
105Liberty MutualInsurance Carriers55%-5
105ING DirectInvestments55%-6
105ElectroluxMajor Appliances55%4
105Kaiser PermanenteHealth Plans55%10
115PetSmartRetailers54%-4
115U.S. BankCredit Cards54%0
115US Postal ServiceParcel Delivery54%-1
115HondaAuto Dealers54%-3
115JetBlue AirlinesAirlines54%5
115Alaska AirlinesAirlines54%5
115HumanaHealth Plans54%10
115Foot LockerRetailers54%-5
115Arby'sFast Foods54%-9
115Wells FargoCredit Cards54%-1
125FarmersInsurance Carriers53%-6
125Capital OneBanks53%-5
125SearsRetailers53%-6
125ActivisionSoftware53%1
12521st CenturyInsurance Carriers53%-7
125GoogleSoftware53%0
125Dunkin' DonutsFast Foods53%-10
125OfficeMaxRetailers53%-6
125SamsungMajor Appliances53%2
134MarriottHotels52%3
134Ace HardwareRetailers52%-7
134Bank of AmericaCredit Cards52%-2
134LGMajor Appliances52%2
134Wal-MartRetailers52%-7
134Home DepotRetailers52%-7
134Office DepotRetailers52%-7
134BarclaycardCredit Cards52%-3
134Bright HouseTV Service52%18
134TargetRetailers52%-7
134Kohl'sRetailers52%-7
134Hewlett-PackardComputers52%1
146WhirlpoolMajor Appliances51%1
146Merrill LynchInvestments51%-9
146HiltonHotels51%2
146ScottradeInvestments51%-10
146KmartRetailers51%-8
146GatewayComputers51%0
146ToshibaMajor Appliances51%0
146NissanAuto Dealers51%-7
154AOLInternet Service50%15
154DodgeAuto Dealers50%-7
154Delta AirlinesAirlines50%1
154AcerComputers50%0
154HertzRental Cars50%0
159CitibankBanks49%-9
159TravelersInsurance Carriers49%-10
159MicrosoftSoftware49%-3
159ToshibaComputers49%-1
159NationwideInsurance Carriers49%-11
159GameStopRetailers49%-10
159NationalRental Cars49%-1
159EnterpriseRental Cars49%-1
167AirTran AirwaysAirlines48%-1
167MedicareHealth Plans48%4
167FujitsuMajor Appliances48%-2
167BlackboardSoftware48%-5
167Blue Shield of CaliforniaHealth Plans48%4
167American AirlinesAirlines48%-2
173Bank of AmericaBanks47%-11
173TracFoneWireless Carriers47%4
173BudgetRental Cars47%-3
173StaplesRetailers47%-12
173DollarRental Cars47%-3
1737-ElevenRetailers47%-12
173IntuitSoftware47%-6
180Cox CommunicationsInternet Service46%12
180SonyComputers46%-4
180McAfeeSoftware46%-7
180CitigroupCredit Cards46%-9
180HyattHotels46%-3
180BoschMajor Appliances46%-4
180MetLifeInsurance Carriers46%-14
180DellComputers46%-5
188Verizon WirelessWireless Carriers45%2
188T-MobileWireless Carriers45%2
188RadioShackRetailers45%-14
188United HealthcareHealth Plans45%0
192Cox CommunicationsTV Service44%10
192eMachinesComputers44%-6
192Hampton InnHotels44%-5
192RossRetailers44%-15
196United AirlinesAirlines43%-6
196AdobeSoftware43%-9
196AvisRental Cars43%-6
196LenovoComputers43%-7
196MetroPCSWireless Carriers43%0
196AT&TWireless Carriers43%-1
196Health NetHealth Plans43%-2
203GEMajor Appliances42%-8
204KiaAuto Dealers41%-16
204Virgin MobileWireless Carriers41%-2
204Optimum (iO)/CablevisionTV Service41%7
204Dish NetworkTV Service41%6
208Fifth ThirdBanks40%-18
208AetnaHealth Plans40%-4
208DirecTVTV Service40%6
208CIGNAHealth Plans40%-5
212AT&TInternet Service39%5
212MedicaidHealth Plans39%-5
212Anthem (BCBS)Health Plans39%-5
212CompaqComputers39%-11
216Charter CommunicationsInternet Service38%4
216AT&TTV Service38%4
216Empire (BCBS)Health Plans38%-6
216VerizonTV Service38%3
216SprintWireless Carriers38%-6
221CareFirst (BCBS)Health Plans37%-8
221CablevisionInternet Service37%2
223QwestInternet Service36%2
223US AirwaysAirlines36%-13
225HSBCCredit Cards35%-20
226VerizonInternet Service34%0
227Time WarnerInternet Service33%-2
228Charter CommunicationsTV Service31%-3
229Coventry Health CareHealth Plans29%-15
230Time Warner CableTV Service28%-6
231Highmark (BCBS)Health Plans26%-18
232ComcastTV Service22%-12
232ComcastInternet Service22%-12

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.