2016 Temkin Experience Ratings


Rank Company Industry Temkin Experience Rating (TER) Company TER vs Industry TER
1PublixSupermarkets81%7
2H-E-BSupermarkets79%5
3KrogerSupermarkets78%4
3Save-a-LotSupermarkets78%4
3True ValueRetailers78%10
3Chick-fil-AFast Food78%7
7A credit unionBanks77%9
7WegmansSupermarkets77%3
9O'Reilly Auto PartsRetailers76%8
9Amazon.comRetailers76%8
9AldiSupermarkets76%3
12USAABanks75%7
12Giant EagleSupermarkets75%1
12QVCRetailers75%6
12Dollar TreeRetailers75%6
12RegionsBanks75%8
12ShopRiteSupermarkets75%1
12Food LionSupermarkets75%1
12SubwayFast Food75%4
20IHOPFast Food74%2
20Dollar GeneralRetailers74%5
20Hy-VeeSupermarkets74%0
20Winn-DixieSupermarkets74%0
20Little Caesar’sFast Food74%3
20Wawa Food MarketsSupermarkets74%0
20Sam's ClubRetailers74%5
20Trader Joe’sSupermarkets74%1
28Lowe'sRetailers73%4
28Arby’sFast Food73%2
28USAAInsurance Carriers73%12
28HannafordSupermarkets73%-1
28Dunkin’ DonutsFast Food73%2
28Taco BellFast Food73%2
28AmazonComputers & Tablets73%15
28HardeesFast Food73%2
36Piggly WigglySupermarkets72%-2
36Dairy QueenFast Food72%1
36Michael’sRetailers72%3
36Pizza HutFast Food72%1
36PetSmartRetailers72%4
36BJ’s Wholesale ClubRetailers72%4
42JCPenneyRetailers71%2
42Wendy’sFast Food71%0
42Residence InnHotels71%11
42StarbucksFast Food71%0
42Kohl'sRetailers71%2
42Capital One 360Banks71%4
42Holiday Inn ExpressHotels71%11
42Family DollarRetailers71%3
42Ace HardwareRetailers71%3
51TargetRetailers70%1
51Rite AidRetailers70%1
51Sonic Drive-InFast Food70%-1
51Jack in the BoxFast Food70%-1
51UPSParcel Delivery70%3
517-ElevenRetailers70%1
51TD BankBanks70%3
51PNCBanks70%3
51WalgreensRetailers70%2
60CVSRetailers69%0
60SafewaySupermarkets69%-5
60AlbertsonsSupermarkets69%-5
60USAACredit Cards69%6
60HiltonHotels69%8
60Stop & ShopSupermarkets69%-5
60Domino’sFast Food69%-2
60Home DepotRetailers69%1
60eBayRetailers69%1
69Barnes & NobleRetailers68%-1
69State FarmInsurance Carriers68%6
69MarriottHotels68%7
69The HartfordInsurance Carriers68%6
69U.S. BankBanks68%0
69FedExParcel Delivery68%0
69T.J. MaxxRetailers68%-1
69AutoZoneRetailers68%-1
69DiscoverCredit Cards68%5
69Whole FoodsSupermarkets68%-6
69CostcoRetailers68%-1
69StaplesRetailers68%0
69KFCFast Food68%-3
69SunTrust BankBanks68%1
83Southwest AirlinesAirlines67%10
83Florida Power & LightUtilities67%10
83Southern California Gas CompanyUtilities67%10
83NordstromRetailers67%-1
83ChaseBanks67%0
83Advance Auto PartsRetailers67%-1
89ToyotaAuto Dealers66%9
89ChaseCredit Cards66%3
89WyndhamHotels66%5
89GoogleSoftware Firms66%9
89TXU EnergyUtilities66%9
89Baskin RobbinsFast Food66%-5
89RossRetailers66%-2
89Dominion Virginia PowerUtilities66%9
89U.S. Postal ServiceParcel Delivery66%-1
89Capital OneBanks66%-1
89BarclaycardCredit Cards66%4
100Mercedes-BenzAuto Dealers65%7
100Bed Bath & BeyondRetailers65%-4
100Georgia PowerUtilities65%7
100Fifth ThirdBanks65%-3
100McDonaldsFast Food65%-6
100SymantecSoftware Firms65%8
100Apple Retail StoreRetailers65%-3
100Capital OneCredit Cards65%3
100Alabama Power CompanyUtilities65%8
100Burger KingFast Food65%-6
110Edward JonesInvestment Firms64%6
110American ExpressCredit Cards64%1
110SheratonHotels64%3
110Best BuyRetailers64%-5
110Office DepotRetailers64%-5
110NationwideInsurance Carriers64%2
110Wal-MartRetailers64%-5
110Fidelity InvestmentsInvestment Firms64%6
110La Quinta InnHotels64%3
110Hampton InnHotels64%3
110SearsRetailers64%-5
110GEICOInsurance Carriers64%3
110Toys 'R' UsRetailers64%-5
110ProgressiveInsurance Carriers64%3
110Wells FargoBanks64%-3
125Virgin MobileWireless Carriers63%5
125MarshallsRetailers63%-6
125LexusAuto Dealers63%6
125Bank of AmericaBanks63%-4
125OfficeMaxRetailers63%-6
125VonsSupermarkets63%-11
125TracFoneWireless Carriers63%6
125Morgan Stanley Smith BarneyInvestment Firms63%6
125GameStopRetailers63%-5
125MetroPCSWireless Carriers63%6
135AllstateInsurance Carriers62%0
135Alaska AirlinesAirlines62%5
135KmartRetailers62%-7
135JetBlue AirlinesAirlines62%6
135Charles SchwabInvestment Firms62%5
135Macy'sRetailers62%-6
135ChevroletAuto Dealers62%5
142National Car RentalRental Cars61%8
142HyundaiAuto Dealers61%3
142Best WesternHotels61%0
142Courtyard By MarriottHotels61%0
142Consumers Energy CompanyUtilities61%3
142KiaAuto Dealers61%4
142CitigroupCredit Cards61%-2
142Barnes & NobleComputers & Tablets61%2
142TravelersInsurance Carriers61%0
142Enterprise Rent-A-CarRental Cars61%9
142Hewlett-PackardComputers & Tablets61%3
153MicrosoftSoftware Firms60%2
153Comfort InnHotels60%-1
153Liberty MutualInsurance Carriers60%-1
153HondaAuto Dealers60%3
153New York LifeInsurance Carriers60%-1
153WhirlpoolMajor Appliances60%5
153VanguardInvestment Firms60%2
153Quality InnHotels60%0
153Old NavyRetailers60%-8
153HyattHotels60%0
153Merrill LynchInvestment Firms60%3
153AppleComputers & Tablets60%2
153CitizensBanks60%-7
166AppleSoftware Firms59%1
166FordAuto Dealers59%2
166Holiday InnHotels59%-2
166Verizon WirelessWireless Carriers59%1
166Delta AirlinesAirlines59%3
166Southern California EdisonUtilities59%2
166SamsungMajor Appliances59%5
166Foot LockerRetailers59%-9
166Alamo Rent A CarRental Cars59%7
175U.S. BankCredit Cards58%-5
175BuickAuto Dealers58%1
175Duke Energy ProgressUtilities58%0
175GapRetailers58%-11
175DTE Energy Electric CompanyUtilities58%1
175FarmersInsurance Carriers58%-3
175Wells FargoCredit Cards58%-4
182Con Edison of New YorkUtilities57%-1
182LGMajor Appliances57%2
182DirecTVTV Service57%10
182Ameriprise FinancialInvestment Firms57%-1
182Bank of AmericaCredit Cards57%-6
182A credit unionInvestment Firms57%-1
182Kaiser PermanenteHealth Plans57%10
182GatewayComputers & Tablets57%-1
190NissanAuto Dealers56%-2
190Dish NetworkTV Service56%8
190CitibankBanks56%-12
190DodgeAuto Dealers56%-1
190DHLParcel Delivery56%-12
190T-MobileWireless Carriers56%-1
190Pacific Gas and Electric CompanyUtilities56%-1
190AT&TWireless Carriers56%-1
190BoschMajor Appliances56%2
199AOLInternet Service55%7
199DellComputers & Tablets55%-4
199Cablevision OptimumTV Service55%8
199GEMajor Appliances55%0
199TD AmeritradeInvestment Firms55%-3
199Crowne PlazaHotels55%-5
199RadissonHotels55%-5
199ToshibaComputers & Tablets55%-4
199LenovoComputers & Tablets55%-4
199RadioShackRetailers55%-13
199TriCareHealth Plans55%9
199Virgin AmericaAirlines55%-1
211ScottradeInvestment Firms54%-4
211SprintWireless Carriers54%-4
211WestinHotels54%-6
211PSE&GUtilities54%-3
211MetLifeInsurance Carriers54%-7
211AAAInsurance Carriers54%-7
217MazdaAuto Dealers53%-4
217AdobeSoftware Firms53%-4
217HertzRental Cars53%0
217ElectroluxMajor Appliances53%-2
217Cox CommunicationsTV Service53%6
217AcerComputers & Tablets53%-5
217AudiAuto Dealers53%-4
217CenterPoint EnergyUtilities53%-4
225Ameren Illinois CompanyUtilities52%-6
225Cox CommunicationsInternet Service52%5
225JeepAuto Dealers52%-5
225IntuitSoftware Firms52%-5
225American AirlinesAirlines52%-4
230BMWAuto Dealers51%-7
230McAfeeSoftware Firms51%-7
230AetnaHealth Plans51%4
230Wells Fargo AdvisorsInvestment Firms51%-7
230ActivisionSoftware Firms51%-6
230United AirlinesAirlines51%-5
230SubaruAuto Dealers51%-6
230AvisRental Cars51%-1
230VerizonInternet Service51%4
230SonySoftware Firms51%-6
230E*TRADEInvestment Firms51%-6
241CIGNAHealth Plans50%3
241BudgetRental Cars50%-3
241Super 8Hotels50%-11
241United HealthcareHealth Plans50%3
241AT&TInternet Service50%3
241SonyComputers & Tablets50%-9
241ACE Rent A CarRental Cars50%-2
248Bright House NetworksTV Service49%1
248Fox Rent A CarRental Cars49%-4
248CadillacAuto Dealers49%-8
248Coventry Health CareHealth Plans49%2
248Advantage Rent-A-CarRental Cars49%-3
253Charter CommunicationsInternet Service48%0
253Fairfield InnHotels48%-13
253HumanaHealth Plans48%1
253Time Warner CableInternet Service48%0
253US AirwaysAirlines48%-8
253Charter CommunicationsTV Service48%1
253Commonwealth EdisonUtilities48%-9
253MedicareHealth Plans48%1
253Capital One 360Investment Firms48%-10
253ToshibaMajor Appliances48%-6
253BCBS plan not listedHealth Plans48%1
264American FamilyInsurance Carriers47%-15
264GMAuto Dealers47%-11
264AnthemHealth Plans47%0
264CablevisionInternet Service47%0
26421st CenturyInsurance Carriers47%-14
264VerizonTV Service47%0
270Time Warner CableTV Service46%-2
270BlackboardSoftware Firms46%-12
270HaierMajor Appliances46%-9
270Days InnHotels46%-14
274HitachiMajor Appliances45%-9
274ChryslerAuto Dealers45%-12
274ThriftyRental Cars45%-7
274HSBCCredit Cards45%-17
278Columbia Natural GasUtilities44%-14
278eMachinesComputers & Tablets44%-15
278VolkswagenAuto Dealers44%-13
278CompaqComputers & Tablets44%-14
282AT&TTV Service43%-4
283Motel 6Hotels41%-20
284Spirit AirlinesAirlines40%-16
284ComcastInternet Service40%-7
284Blue Shield of CaliforniaHealth Plans40%-7
284MedicaidHealth Plans40%-7
288EmpireHealth Plans38%-9
289ComcastTV Service37%-11
289CareFirstHealth Plans37%-10
289HighmarkHealth Plans37%-9
292DollarRental Cars36%-16
293Health NetHealth Plans32%-15
294FujitsuMajor Appliances29%-26

Calculating the Temkin Experience Ratings

The Temkin Experience Ratings are based on consumer feedback of their recent interactions with companies. We asked consumers to rate three components of the experience, Success, Effort, and Emotion, on a 7-point scale. For each component, 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 goodness” rating for each of the three components. The overall Temkin Experience Rating is an average of the three “net goodness” percentages. For more information, see the Temkin Experience Ratings Overview.