2016 Temkin Customer Service Ratings


Rating Company Industry Temkin Customer Service Ratings (TCSR) Company TCSR vs Industry TCSR
1USAABanks74%16
2PublixSupermarkets73%10
3True ValueRetailers72%13
4USAAInsurance Carriers71%16
5A credit unionBanks70%12
5Wawa Food MarketsSupermarkets70%7
5H-E-BSupermarkets70%7
5QVCRetailers70%12
9Save-a-LotSupermarkets69%6
10USAACredit Cards68%13
11KrogerSupermarkets67%4
11Edward JonesInvestment Firms67%11
11Holiday Inn ExpressHotels67%13
14Amazon.comRetailers66%8
14Hy-VeeSupermarkets66%3
14Amazon (Kindle)Computers & Tablets66%13
14WegmansSupermarkets66%3
14Dollar TreeRetailers66%8
14Ace HardwareRetailers66%7
14PetSmartRetailers66%7
14HiltonHotels66%12
22Food LionSupermarkets65%2
22Chick-fil-AFast Food65%8
22Advance Auto PartsRetailers65%6
22ShopRiteSupermarkets65%1
22AldiSupermarkets65%1
22JCPenneyRetailers65%6
28Sam's ClubRetailers64%6
28HardeesFast Food64%7
28Fidelity InvestmentsInvestment Firms64%8
31Giant EagleSupermarkets63%0
31Whole FoodsSupermarkets63%0
31RegionsBanks63%5
31Trader Joe’sSupermarkets63%0
31Morgan Stanley Smith BarneyInvestment Firms63%7
31O'Reilly Auto PartsRetailers63%4
37HannafordSupermarkets62%-1
37Lowe'sRetailers62%4
37NordstromRetailers62%4
37Kohl'sRetailers62%4
37State FarmInsurance Carriers62%6
37PNCBanks62%3
43Apple Retail StoreRetailers61%3
43RossRetailers61%3
43BJ’s Wholesale ClubRetailers61%3
43New York LifeInsurance Carriers61%5
43SubwayFast Food61%4
43DiscoverCredit Cards61%6
43Southwest AirlinesAirlines61%12
43T.J. MaxxRetailers61%2
43WalgreensRetailers61%2
52Charles SchwabInvestment Firms60%5
52Piggly WigglySupermarkets60%-3
52Winn-DixieSupermarkets60%-3
52MarriottHotels60%6
52SunTrust BankBanks60%2
52Dollar GeneralRetailers60%2
52Capital One 360Banks60%2
52Pizza HutFast Food60%3
60IHOPFast Food59%3
60Little Caesar’sFast Food59%3
60Alabama Power CompanyUtilities59%15
60CostcoRetailers59%1
60AlbertsonsSupermarkets59%-4
60ChaseCredit Cards59%4
60MarshallsRetailers59%0
60Capital OneBanks59%0
60Domino’sFast Food59%2
69AppleComputers & Tablets58%5
69TD BankBanks58%0
69SheratonHotels58%4
69Dairy QueenFast Food58%1
69Wells FargoBanks58%0
69VanguardInvestment Firms58%2
69Georgia PowerUtilities58%14
69Arby’sFast Food58%1
69Mercedes-BenzAuto Dealers58%8
69ChaseBanks58%-1
69Merrill LynchInvestment Firms58%2
69ProgressiveInsurance Carriers58%2
69Wendy’sFast Food58%1
82Capital OneCredit Cards57%2
82American ExpressCredit Cards57%2
82Michael’sRetailers57%-1
82Alaska AirlinesAirlines57%8
82TargetRetailers57%-1
82Barnes & NobleRetailers57%-1
82Foot LockerRetailers57%-1
82Florida Power & LightUtilities57%13
82Hampton InnHotels57%3
91HondaAuto Dealers56%6
91GEICOInsurance Carriers56%0
91Dunkin’ DonutsFast Food56%-1
91ToyotaAuto Dealers56%6
91Baskin RobbinsFast Food56%-1
91eBayRetailers56%-2
91Sonic Drive-InFast Food56%-1
91Toys 'R' UsRetailers56%-2
91UPSParcel Delivery56%3
91StarbucksFast Food56%-1
91Best WesternHotels56%2
91U.S. BankBanks56%-3
91Bed Bath & BeyondRetailers56%-3
91Virgin MobileWireless Carriers56%12
91Taco BellFast Food56%-1
106Ameriprise FinancialInvestment Firms55%0
106WestinHotels55%1
106A credit unionInvestment Firms55%0
106AllstateInsurance Carriers55%0
106Comfort InnHotels55%1
106HyattHotels55%1
106AutoZoneRetailers55%-3
106CVSRetailers55%-3
106MetroPCSWireless Carriers55%11
106NationwideInsurance Carriers55%-1
106La Quinta InnHotels55%1
106Hewlett-PackardComputers & Tablets55%2
106Jack in the BoxFast Food55%-2
106Stop & ShopSupermarkets55%-8
106TXU EnergyUtilities55%11
106Wells FargoCredit Cards55%0
1067-ElevenRetailers55%-4
106GoogleSoftware Firms55%6
124Courtyard By MarriottHotels54%0
124Family DollarRetailers54%-4
124SafewaySupermarkets54%-9
124GapRetailers54%-4
124SamsungMajor Appliances54%6
124Fifth ThirdBanks54%-4
124StaplesRetailers54%-4
124SymantecSoftware Firms54%5
124JetBlue AirlinesAirlines54%5
124SearsRetailers54%-5
124ChevroletAuto Dealers54%4
124Enterprise Rent-A-CarRental Cars54%6
124The HartfordInsurance Carriers54%-2
137OfficeMaxRetailers53%-5
137Home DepotRetailers53%-5
137Office DepotRetailers53%-5
137Rite AidRetailers53%-6
141Best BuyRetailers52%-6
141BarclaycardCredit Cards52%-3
141Holiday InnHotels52%-2
141GameStopRetailers52%-6
141FedExParcel Delivery52%-1
141Old NavyRetailers52%-6
141Advantage Rent-A-CarRental Cars52%5
141Liberty MutualInsurance Carriers52%-4
141Barnes & Noble (Nook)Computers & Tablets52%-1
141ElectroluxMajor Appliances52%3
141Kaiser PermanenteHealth Plans52%12
141Bank of AmericaBanks52%-7
141HyundaiAuto Dealers52%2
141U.S. Postal ServiceParcel Delivery52%-1
141FarmersInsurance Carriers52%-4
156Burger KingFast Food51%-5
156MetLifeInsurance Carriers51%-4
156WhirlpoolMajor Appliances51%3
156FordAuto Dealers51%1
156Macy'sRetailers51%-7
156RadioShackRetailers51%-7
156KiaAuto Dealers51%1
156WyndhamHotels51%-3
156AcerComputers & Tablets51%-2
156SonyComputers & Tablets51%-2
156TriCareHealth Plans51%11
167Virgin AmericaAirlines50%1
167KFCFast Food50%-7
167Fox Rent A CarRental Cars50%3
167American FamilyInsurance Carriers50%-5
167ACE Rent A CarRental Cars50%3
167BoschMajor Appliances50%2
167AAAInsurance Carriers50%-6
167TravelersInsurance Carriers50%-6
167ScottradeInvestment Firms50%-6
167SonySoftware Firms50%2
167Bank of AmericaCredit Cards50%-5
167AppleSoftware Firms50%1
167Southern California EdisonUtilities50%5
167BuickAuto Dealers50%-1
181Delta AirlinesAirlines49%1
181AudiAuto Dealers49%-1
181T-MobileWireless Carriers49%5
181DodgeAuto Dealers49%-1
181LGMajor Appliances49%0
181CadillacAuto Dealers49%-1
181VonsSupermarkets49%-15
181Wal-MartRetailers49%-10
189HertzRental Cars48%1
189ActivisionSoftware Firms48%0
189Fairfield InnHotels48%-6
189LenovoComputers & Tablets48%-5
189TD AmeritradeInvestment Firms48%-8
189Wells Fargo AdvisorsInvestment Firms48%-8
189MicrosoftSoftware Firms48%-1
189KmartRetailers48%-11
18921st CenturyInsurance Carriers48%-8
198TracFoneWireless Carriers47%4
198U.S. BankCredit Cards47%-8
198GatewayComputers & Tablets47%-6
198CitizensBanks47%-11
198McDonaldsFast Food47%-10
198E*TRADEInvestment Firms47%-8
198Alamo Rent A CarRental Cars47%0
198National Car RentalRental Cars47%0
198CitigroupCredit Cards47%-8
198AvisRental Cars47%-1
198Southern California Gas CompanyUtilities47%2
198DHLParcel Delivery47%-6
210DellComputers & Tablets46%-7
210CenterPoint EnergyUtilities46%2
210Capital One 360Investment Firms46%-10
210ToshibaComputers & Tablets46%-7
210CitibankBanks46%-13
210ToshibaMajor Appliances46%-3
210NissanAuto Dealers46%-4
217MedicareHealth Plans45%6
217GEMajor Appliances45%-4
217IntuitSoftware Firms45%-4
217BudgetRental Cars45%-3
217BMWAuto Dealers45%-6
222American AirlinesAirlines44%-5
222Duke Energy ProgressUtilities44%0
222McAfeeSoftware Firms44%-5
222Verizon WirelessWireless Carriers44%0
226AetnaHealth Plans43%4
226HitachiMajor Appliances43%-5
226JeepAuto Dealers43%-7
226Crowne PlazaHotels43%-11
226AdobeSoftware Firms43%-6
231Dish NetworkTV Service42%11
231CablevisionInternet Service42%11
231HumanaHealth Plans42%2
231AT&TWireless Carriers42%-2
231US AirwaysAirlines42%-7
231DirecTVTV Service42%11
231Super 8Hotels42%-12
238United AirlinesAirlines41%-7
238BlackboardSoftware Firms41%-8
238Pacific Gas and Electric CompanyUtilities41%-3
241United HealthcareHealth Plans40%1
241VolkswagenAuto Dealers40%-10
241CareFirstHealth Plans40%0
241CompaqComputers & Tablets40%-13
245HaierMajor Appliances39%-9
245AT&TInternet Service39%7
245PSE&GUtilities39%-6
248Blue Shield of CaliforniaHealth Plans38%-2
248BCBS plan not listedHealth Plans38%-2
248AOLInternet Service38%6
251FujitsuMajor Appliances37%-11
251CIGNAHealth Plans37%-2
253Days InnHotels36%-18
253VerizonInternet Service36%5
253ChryslerAuto Dealers36%-15
256Cox CommunicationsTV Service35%5
256HSBCCredit Cards35%-20
256SprintWireless Carriers35%-9
259Cox CommunicationsInternet Service34%3
259Cablevision OptimumTV Service34%3
259AnthemHealth Plans34%-6
259MedicaidHealth Plans34%-6
259Bright House NetworksTV Service34%3
259VerizonTV Service34%3
265DollarRental Cars32%-15
265Commonwealth EdisonUtilities32%-13
267Spirit AirlinesAirlines31%-17
267Motel 6Hotels31%-23
267Charter CommunicationsInternet Service31%-1
267Time Warner CableTV Service31%0
271AT&TTV Service30%0
272Time Warner CableInternet Service29%-3
273Health NetHealth Plans27%-12
273Charter CommunicationsTV Service27%-4
275GMAuto Dealers25%-25
276ComcastInternet Service20%-12
277ComcastTV Service15%-15

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.